During my recent trip to Bali I drove to Melbourne for the first time, parking in the new Melbourne Airport Terminal 123 Parking. Having prepaid it was a relatively simple rock up, scan your QR code, find a spot, and walk to the terminal.
Well, that was the plan.
Getting there was relatively easy as on-road signage was relatively good, though Waze could do with some improvement. The QR code scanner was a tad difficult to use and I wonder why they elected to have you scan your code underneath their device rather than face-on, it took a few goes to get it to recognise the code on my iPhone, both at arrival and when departing. I wonder if using plate scanning as many shopping malls use may have been a smarter way to go?
But code scanning was the first hurdle here. Once I’d parked and was down to level 2, I then felt totally lost where to go, a complete lack of signage and a confusing area made it entirely difficult to navigate where the terminal was. Upon my return the reverse was the problem, a lack of signage in the terminal meant I had no idea how to find my car, the fact they have staff at the parking to guide you shows they’ve a real problem here.
The following day I received a feedback request email where I answered standard questions they’d provided but then a free-form question where I made suggestions I thought were needed like overhead signage rather than lines on the floor I never saw, signs in the parking area and terminal. I got a response akin to telling me “it was still under construction”. You don’t open something for service to the public without signage and get defensive when they ask for clear directions, that says you know you didn’t do your job correctly.
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