Travellers Aid Melbourne: Wheelchair Hire and so Much More
Travelling can be a joy, but it can also present challenges, especially for those with accessibility needs or mobility challenges.
In Melbourne, Travellers Aid has been a lifeline for many, providing essential services to ensure that everyone, regardless of their circumstances, can enjoy a smooth and comfortable journey.
We recently stepped into the visitor lounge at Travellers Aid Southern Cross Station and discovered a welcoming space, friendly volunteers, and a whole range of valuable resources for anyone travelling into the city.
This guide will explore the various services offered by Travellers Aid in Melbourne, who can access them, and how to make the most of these invaluable resources.
A Comprehensive Guide to Using Travellers Aid Melbourne
Travellers Aid is a not-for-profit organisation that has been supporting travellers in Melbourne for over a century. Founded in 1916, the organisation initially focused on helping women and children migrating to the city.
Over the years, its mission has expanded to assist anyone who might need help navigating the challenges of travel, especially those with disabilities, mobility issues, or other vulnerabilities.
Where Can You Find Travellers Aid in Melbourne?
Travellers Aid operates out of four main locations in Melbourne, with a new hub at Melbourne Airport being piloted in September 2024, too.
1. Southern Cross Station Travellers Aid
Conveniently located in the heart of Melbourne, Southern Cross Station is where many regional and interstate trains arrive and depart, and hosts the airport connecting Sky Bus terminal, making it a key location for Travellers Aid.
Travellers Aid services on offer at Southern Cross Station:
- Buggy service for connection assistance;
- Lounge with seating, drinking water, books and toilets;
- Accessible toilets and an adult change table with a ceiling hoist;
- Personal care assistance and companion service via bookings;
- Wheelchair hire and other mobility equipment;
- Shower facilities at a small cost include a towel and soap;
- Stroller hire and baby change tables.
To book any of these services contact Southern Cross Travellers Aid
Ph: 03 9670 2072 E: [email protected] Hours: 6:30 am – 9:30 pm 7 days a week
2. Flinders Street Station Travellers Aid
Another major transport hub in Melbourne, Flinders Street Station, is one of the busiest in the city, making it an ideal spot for Travellers Aid services.
Travellers Aid services on offer at Flinders Street Station:
- Lounge with seating, drinking water, books and toilets;
- Same-day luggage storage at an affordable fee;
- Personal care assistance and companion service;
- Wheelchair hire and other mobility equipment;
- Accessible toilets and an adult change table with a ceiling hoist; and
- Stroller hire and baby change tables.
To book any of these services contact Flinders Street Station Travellers Aid
Ph: (03) 9068 8187 E: [email protected] Hours: 8.00 am – 7.00 pm 7 days a week
3. Regional Victoria – Ballarat and Seymour Station
Ballarat and Seymour Stations are crucial for those travelling regionally. These two regional locations extend Travellers Aid’s reach, ensuring that more travellers across Victoria can access support.
Seymour Station
Ph: (03) 5793 6210 E: [email protected] Hours 8.30 am – 6.30 pm Mon – Friday
Ballarat Station
PH: 0491 767 177 E: [email protected] Hours 7.30 am – 3.30 pm Mon – Friday
4. Melbourne Airport Assist
Melbourne Airport’s new Airport Assist program features four Mobility Hubs designed for passengers with disability and access needs. This free service includes navigation assistance, wheelchair transfers, and sensory support, reflecting the airport’s commitment to enhancing accessibility and creating a more inclusive environment for all travellers navigating its facilities.
Further information about Melbourne Airport Assist is available: https://www.melbourneairport.com.au/onsite-mobility-hubs
I recall the name “Traveller’s Aid” from when I was young. We lived in the country and when an Aunt travelled from the other side of the State to visit us, I often heard mention of Traveller’s Aid as a place at Spencer Street Station where she would have a cuppa in the time spent waiting for a connecting train.
The name of the Station has changed, it is now Southern Cross, but Traveller’s Aid is still there providing, as they have done for over 100 years, a resting place for weary travellers.
Staffed by volunteers with an obvious passion to serve others, they no longer provide cups of tea (there are plenty of cafes nearby) but we found that Traveller’s Aid means so much more.
For example, if walking with luggage from one platform to another is difficult, then traveller’s aid volunteers can pick you up and transport you in one of their small motorised carts. Most services are free but they have for hire an array of mobility aids including wheelchairs and, if desired, a volunteer will escort you to a medical appointment in the City. Their premises have a rest area with all country train connections displayed on screen, an information counter, toilets and even showers for a small fee.
We visited, had a chat with the volunteers and came away comforted with the knowledge that if we ever required help when travelling through Southern Cross Station, then there is a team of caring and helpful volunteers waiting to provide aid.
– Chris
Services Provided by Travellers Aid
Travellers Aid offers a wide range of services designed to meet the needs of different travellers.
Here’s a detailed look at what’s available:
1. Personal Care Assistance
Travelling can be challenging for those who require assistance with personal care. Travellers Aid provides help with toileting, dressing, and other personal care needs. With fully qualified Client Support Officers, this service is available at both Flinders Street and Southern Cross stations.
How to Access: This service is available free of charge, but it’s recommended to book in advance to ensure availability. To arrange personal care assistance, contact the relevant Travellers Aid location directly.
2. Mobility Equipment & Wheelchair Hire
For those who need mobility aids to get around, Travellers Aid offers a range of equipment for hire. This includes wheelchairs, strollers, motorised scooters, and walking frames. Hiring mobility equipment can make it much easier to explore Melbourne or travel to other destinations.
How to Access: Mobility equipment can be hired for short-term use at both Flinders Street and Southern Cross stations. It’s advisable to book in advance, especially during peak travel times, to guarantee availability. Fees for hire may apply, depending on the type and duration of the hire.
3. Companion Service
Navigating a busy station or unfamiliar city can be daunting. Travellers Aid’s Companion Service offers a friendly and supportive companion to assist you. Whether you need help getting from the train platform to a taxi or simply navigating the station, this service can make your journey stress-free.
How to Access: The Companion Service is available at all three Travellers Aid locations. It’s free of charge, though donations are appreciated. To use this service, it’s recommended to book at least 24 hours in advance.
4. Assistance with Public Transport
Understanding Melbourne’s public transport system can be tricky, especially for first-time visitors or those with mobility challenges. Travellers Aid staff can help you plan your journey, provide information on accessible transport options, and assist with ticketing.
How to Access: This service is available on a walk-in basis at any of the Travellers Aid locations. The staff can also provide information over the phone if you prefer to plan your journey in advance.
5. Rest Areas and Lounges
For travellers who need a break, Travellers Aid offers comfortable rest areas and lounges. These spaces are particularly useful for those with health issues, mobility challenges, or those who simply need a quiet place to relax before continuing their journey.
How to Access: Rest areas and lounges are available at the Southern Cross and Flinders Street Travellers Aid locations. There’s no need to book; simply drop in and make yourself comfortable.
6. Emergency Relief and Support
In the unfortunate event that you find yourself stranded or in need of emergency assistance, Travellers Aid can help. The organisation provides support such as emergency accommodation referrals, transport vouchers, and assistance with contacting loved ones.
How to Access: Emergency relief is available on a case-by-case basis at Southern Cross Station only. If you find yourself in an emergency situation, its best to walk-in or contact them by phone on 03 9670 2072.
7. Regional Services and Transport
Travellers Aid extends its support beyond Melbourne’s CBD with regional services, including transport options for those in more remote areas. Ballarat and Seymour Stations are a key point for accessing these services, offering assistance for travellers on regional trains.
How to Access: Services at Ballarat Station and Seymour Station are tailored to the needs of regional travellers. It’s best to contact the station in advance to discuss your specific needs.
Who Can Use Travellers Aid Services?
Travellers Aid is committed to helping anyone who needs assistance. Their services are particularly aimed at:
- Seniors and older adults who may need extra support while travelling.
- People with disabilities or mobility challenges who require assistance or equipment.
- Travellers with temporary injuries or those recovering from surgery.
- Families with young children who may need a helping hand.
- Visitors unfamiliar with Melbourne who need guidance or support.
While Travellers Aid’s services are open to everyone, they are particularly focused on helping those who may find travel more challenging due to physical, mental, or social barriers.
How to Access Travellers Aid Services
Accessing Travellers Aid services is straightforward. Here’s what you need to know:
- Booking in Advance: While many services are available on a walk-in basis, it’s always a good idea to book in advance, especially for personal care assistance, mobility equipment hire, and the Companion Service. Booking ensures that the necessary resources will be available when you need them.
- Contact Information: Each Travellers Aid location can be contacted directly by phone or email. It’s recommended to reach out at least 24 hours before you need the service, though they will do their best to accommodate last-minute requests.
- Costs: Many of Travellers Aid’s services are free of charge, though donations are encouraged to help support the organisation’s work. Some services, such as mobility equipment hire, may have a small fee.
- Opening Hours: Travellers Aid services are generally available during regular station operating hours, though it’s best to check the specific hours for each location, especially if you require assistance early in the morning or late at night.
Travellers Aid Administration Office (City Village)
Ph: (03) 9654 2600
E: [email protected]
W: www.travellersaid.org.au
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