Frequently Asked Questions

Where is Ace Airport Parking located? [top] We are located at 189 South Centre Road, Tullamarine. Our Melway reference is 15-D2. If you are using a GPS unit, some units prefer the suburb/town as ‘Melbourne Airport’ or even ‘Airport West’. We also have a downloadable location map with directions on our location page or you can use the power of Google to give you directions, by typing in your address and clicking go on our location page.

Do I need to pre-book my parking? [top] It is strongly recommended you take advantage of our online booking system. By pre-booking online you:

  1. access to better rates than by just turning up on the day,
  2. are guaranteed a parking space,
  3. will save you time when checking-in,
  4. we know you are coming and can plan for your arrival

You can also pre-book by phone, which is only a tentative booking, unless payment is made. Simply call (03) 9330 2001.

How do I work out the parking rates and charges?[top] Parking is calculated on a calendar day basis. A free quote is available on our website. This will provide you with a fixed price for your stay and provide a number of parking options to suit your needs.

What happens if I arrive earlier than I booked?[top]You can enter/exit at any time during your booking period, including before or after your booked times, as long as it occurs on the same day, for example Booked to arrive at 7AM, but arrive at 3AM. We use your booking times to ensure we allocate the right number of staff to peak times and plan our day, just like your planning ahead for your next trip. You can even amend your travel times up to 48 hours before by clicking on the ‘manage booking‘ link in your confirmation email.

What if I stay longer than I originally booked? [top] If you need to extend your stay and you are yet to enter the car park, you can use the ‘manage booking‘ link confirmation email. However, if you are already away, we would appreciate an email to advise us of your changed return dates. On your return, you will be able to pay for the additional days at the standard parking rates as per our Booking Terms and Conditions.

How often does your courtesy buses run? [top] Our fast free courtesy buses operate On-Demand, 24 hours a day, 365 days a year. They do not run to a timetable, but operate continuously to and from Melbourne Airport terminals and Essendon Airport. When you arrive, we go direct to departures, and when you return, we’re at arrivals to bring you back.

Do you provide child restraints in your courtesy shuttle buses? [top] We do cater for children (6+ months) travelling in our buses and we have a Travelling with Children Policy which will provide you with all the information you need. When you make a booking via our website, you will be asked if you are travelling with children, however if you book via another method, simply notify us in advance so we can arrange the correct bus for your trip.

How early should I arrive at Ace Airport Parking to get to the terminal? [top] We recommend you arrive at least 45 minutes before you wish to be at the Airport. This allows for traffic, to find a parking space and for us to transfer you luggage into our awaiting buses. This is in addition to the time the airline recommends you arrive at their check-in desk.

What airport terminals do you stop at? [top] All buses are able to stop in the authorised drop-off points located at the front of the T2 International Terminal, centre bus lane, ground level at Zone M (also opposite the Park Hyatt).  Access to T3 Domestic Terminal (Virgin Australia, Rex), T2 International Terminal and T1 Domestic Terminal (Qantas and Jetstar) is via pedestrian crossings at each end of Zone M.
Passengers for Tiger Airlines please note: Due to Airport regulations Tiger Airline passengers cannot be dropped off or collected from the Tiger Airline Terminal, instead the drop of and collection points are listed below, so please ensure you factor this time in with your travel arrangements.
Tiger Airlines Drop Off Point: Zone M, on the ground level near T2 (International Terminal) – you are then required to proceed along the concourse outside of the Virgin Terminal and follow the ‘Tiger Paws’ painted on the pavement to the Tiger Terminal (approximate walking distance up to 7 mins).
Tiger Airlines Collection Point: is the same location as the Drop Off Point, Zone M, located at the front of the International Terminal, centre bus lane, ground level at Zone M, opposite the Park Hyatt (approximately walking distance up to 7 mins).

How Safe and Secure is my car? [top] Ace Airport Parking have over 120 CCTV cameras, monitored on site by our staff which are onsite 24 hours a day, 365 days a year, to ensure that whilst you are away, we’ve got you covered.

Is my car parked undercover all the time? [top] If you select Undercover parking, your vehicle will be parked in our purpose built multi-storey car park. Note: Our car park is true undercover parking, unlike other car parks that may only be providing ‘covered’ parking which is usually shade-cloth covered areas.

How do I cancel my booking? [top] You can cancel your booking by clicking on the ‘manage booking‘ link in your confirmation email. We would recommend you future date your booking so you can utilise the booking at a later date, or you can choose to cancel your booking and subject to our Booking Terms and Conditions you may be entitled to a partial refund.

What happens when I return from my trip? [top] We have busses continually dropping off and picking up at the airport and when you arrive back and have collected your luggage, simply call to arrange a shuttle bus and you will be directed to your closest pick-up point to transfer you straight back to your car.

Do I need to leave my car keys with you? [top] We have a number of parking options available. If you chose to Self Park, you park in a lock-up space and take your keys. If you wish to have your car washed, serviced by Ultra Tune or use our Valet Service, Yes, you simply leave your car at the luggage unload area and we’ll look after the everything for you!  More Information can be found at our Self Parking page and our Valet Airport Parking page.

Is Ace Airport Parking the same as Jetport Self Park? [top] Ace Airport Parking is located in the former Jetport Parking – Jetport Self Park site at 189 South Centre Road, Tullamarine. On 1st July 2011 we took over from the former operators, retaining the self-park parking options for long and short term parking and continue to run on-demand shuttle busses. We are not associated with Jetport Self Park or Jetport Valet / Security Parking.

Do you cater for people with disabilities? [top] Yes, we have dedicated disabled spots available and we can drive disabled passengers who cannot enter or exit our buses to/from the airport in their own cars. We need to be advised of this when a booking is made and clients will need to be at Ace at least 60 mins before the time they wish to be at the airport as a driver may not be available when they arrive.

What is the height clearance at your car park? [top] We have a height clearance at the entry of our car park at 2.3 Metres and our Valet Parking and upper levels have a lower height clearance of 2.2 Metres.  Please let us if you require 2.3 metre clearance so that we can allocate a space.