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Request a Sunflower Lanyard Pack
Request a Sunflower Lanyard Pack to help us provide you with a more supportive airport experience.
Hidden Disabilities
Navigating an airport can be overwhelming, especially if you or someone you are travelling with has a hidden disability.
These include autism, anxiety, dementia, mental health conditions, chronic illness, visual impairments and hearing difficulties.
Our Program Overview
At Townsville Airport, we’re committed to creating a supportive and inclusive experience for every traveller. That’s why we are proud to work with organisations like Autism Spectrum Australia (Aspect) to continually grow and improve our understanding and offering for passengers with Hidden Disabilities.
We’ve introduced a range of thoughtful initiatives to make the airport experience easier for everybody. These include the Sunflower Lanyard Program, a terminal sensory map, and communication and sequencing boards. Each one helps reduce stress and supports a more confident journey through our terminal.
Terminal Sensory Map
Airports can be crowded and noisy, which can be overwhelming for some travellers. To help you navigate Townsville Airport, we’ve created a Terminal Sensory Map.
This map highlights areas that have low, medium, and high sensory levels, so you can choose the route that best suits your needs. The terminal also features a Quiet Room, a low-sensory space designed to offer a calm and quiet environment when you need it.
Quiet Room
A dedicated Quiet Room is available for passengers who may need a calm and comfortable space during their journey. The room is located directly opposite the Check-in desks and provides a peaceful environment away from the busy terminal. To access the Quiet Room, passengers can request access from the Duty Manager’s Desk, located just before the corridor to the Quiet Room.
Helpful Links
- Virgin Australia
- Jetstar Australia
- Qantas
- Cairns Airport
- Melbourne Airport
- Sydney Airport
- Autism Spectrum Australia (ASPECT)
For any questions or assistance regarding our Hidden Disabilities Program, please reach out to us at info@tsvairport.com.au.
Feedback
We’re always looking for ways to improve our services and make your experience better. If you have any feedback about our Hidden Disabilities Program or any other services, please feel free to share it with us by emailing info@tsvairport.com.au
Sunflower Lanyard Program
If you or someone you are travelling with has a hidden disability, you can request a Hidden Disabilities Sunflower Lanyard. The lanyard discreetly signals to airport staff that you may need additional support or extra time during your journey. Wearing the sunflower lanyard ensures that you’ll receive the assistance you need, whether it’s through security or while navigating the terminal.
Please note that a sunflower lanyard does not exempt you from being security screened. To remain compliant with government regulations, we screen everyone passing through our security point, whether they’re catching a flight or not.
You can request a sunflower lanyard by completing the form below and we will post one to you. Alternatively, you can collect one directly from our Duty Managers at the airport their desk is located opposite the Check-in area.
Need Help?
Got questions about your journey through Townsville Airport? We’ve pulled together the top FAQs so you can move through the terminal with confidence.
If I have a disabled sticker on my vehicle, can I stop in front of the terminal?
Drivers dropping off or picking up a passenger with a disability kerbside at the front of the terminal must remain with the vehicle. This is due to increased security procedures implemented at all airports throughout Australia. Townsville Airport must abide by the security regulations determined by the Commonwealth Government.
There are two accessible bays provided in the pick-up/drop-off area which are signed, enabling a driver to collect and drop off for a maximum of 15 minutes. The driver must remain with the vehicle and have a valid permit displayed on the vehicle. If your passenger requires assistance to enter the terminal by a member of our Kerbside Concierge Team, please call 1800 225 878 to arrange prior to arrival.
Drivers of vehicles displaying a disabled permit sticker must remain with their vehicle; they cannot leave their vehicle unattended.
Should the driver need to leave the vehicle to assist the passenger, a number of alternate options are available:
- Option 1: Arrange for a third person to travel to the airport with the driver to escort the passenger(s) with a disability into the terminal while the driver remains with the vehicle.
- Option 2: Park your vehicle in the accessible car spaces located in the car park near the terminal. If you enter and exit the car park within 10 minutes, it’s free.
- Option 3: Use public transport options like taxis, hire cars or shuttle buses, which can drop you off directly at the terminal.
Are there accessible car spaces available at the airport?
Accessible car parking for passengers with accessibility requirements is provided within all car parks at Townsville Airport. These spaces are reserved for passengers with accessibility requirements, and for this reason, vehicles parking in these designated areas must display a valid Disability Parking Permit on the vehicle while parked.
What can I do before arriving at the airport if I have a passenger with a disability?
To request assistance, contact your airline directly when making your reservation and let them know if you’re travelling with a passenger who has a disability. This allows the airline to provide guidance and, if needed, make suitable arrangements at the airport or on the flight.
Please refer to your airline’s Conditions of Carriage for more information.
Does Townsville Airport have facilities that support passengers with a disability?
Yes, Townsville Airport is committed to supporting passengers with accessibility requirements. A Disability Access Facilitation Plan outlines the services and facilities available to assist passengers and ensure a more comfortable journey.
Which airline lounges are available?
Townsville Airport offers a Qantas Club for eligible passengers.
How do I find out if my flight is delayed?
Check the Flight Information Display Screens on our website or throughout the terminal. You can also contact your airline directly.
What’s the carry-on luggage weight limit?
Carry-on luggage weight limits vary depending on your airline. This is often included in your flight itinerary or booking details. For further clarification, contact your airline directly.
Does Townsville Airport offer free Wi-Fi?
Yes, Townsville Airport offers free Wi-Fi to its passengers and visitors, available throughout the terminal. Choose to log in via your social media account or email and opt in to receive updates from the airport and airline sales.
Is the airport open 24 hours?
Townsville Airport is open from 4:30 am to 11:30 pm every day. The terminal is not open 24 hours a day. For security reasons, the terminal is in “lockdown” between 11:30 pm and 4:30 am. Passengers and other persons are not permitted to enter the terminal during this time or sleep in the terminal overnight.
Am I able to leave luggage or keys for an incoming/outgoing passenger to collect?
Due to security regulations, luggage or keys cannot be left in the terminal for collection. The best alternative is to hire a locker and provide your friend or family member with the access code.
How early do I need to be at the airport for my flight?
Most domestic airlines require you to be at the check-in counter at least 60 minutes before departure. Be sure to check the guidelines provided by your airline.
Are there vegetarian, vegan, or gluten-free options available?
Yes. Many of our food outlets cater to dietary requirements. Check in-store menus or speak to staff for options that suit your needs. To plan ahead, visit our individual store listings.
Can I bring my own food to the airport?
Yes, you’re welcome to bring your own snacks or meals. If you have onward international travel, be sure to check restrictions on liquids and food items. You can find more information on taking food overseas here.
What are the opening hours for shops at the airport?
Most shops operate in line with flight schedules. For the most accurate opening hours, we recommend checking our individual store listings.
