Melbourne Airport (MEL)

Common Complaints

• International Arrivals Experience: Many travelers describe international arrivals as poorly organized, chaotic, and congested, with frequent reports of long queues at passport control and customs, a lack of natural daylight, and confusing processes. Staff in these areas are sometimes perceived as rude or unhelpful.
• Baggage Claim: Significant and frequent delays in baggage delivery are a common issue, even for priority-tagged luggage, with bags often being among the last to arrive. There are also complaints about strollers and prams not being delivered to the jet bridge, forcing parents to carry children through the airport.
• Terminal Facilities and Cleanliness: Numerous reviews highlight the terminals as feeling "tired," "cramped," "cluttered," and "dirty," with specific concerns about the lack of cleanliness in toilets and the presence of broken facilities like water fountains. Power points for charging devices are scarce and often located away from seating.
• Security Wait Times: While official estimates for security and immigration wait times vary, travelers frequently report extremely long and disorganized queues at both security checkpoints and e-passport control, leading to frustration and potential delays.
• Signage and Navigation: Poor, confusing, or non-existent signage is a consistent complaint, particularly for connecting flights, navigating car parks, and finding specific facilities, leading to travelers getting lost and feeling frustrated.
• Transportation Connections and Parking: Airport parking is often described as expensive, difficult to navigate due to poor signage, and poorly managed, with reports of erroneous digital signage for available spots and overcrowded, infrequent shuttle buses to distant car parks. The lack of a rail connection to the city is a long-standing grievance.

Overall, Melbourne Airport presents a mixed bag for travelers. While it aims for excellence with ongoing upgrades and regional awards, many passengers experience significant frustrations with the international arrivals process, baggage handling, cleanliness, and navigation, indicating that operational efficiency and consistent passenger experience remain areas needing improvement.