Travellers Aid: a hidden service supporting Victorian public transport users
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Travellers Aid, a not-for-profit organisation in Victoria, Australia, has been assisting passengers with their travel needs for 110 years, currently helping over 110,000 people annually.
Beginning in 1916 to support women and children during World War I, the organisation initially provided safe passage and accommodation for travellers arriving in Melbourne. Over time, Travellers Aid adapted to serve new communities, including post-war migrants and students, and now primarily focuses on assisting people with mobility challenges navigate trains, buses, and trams.
The organisation’s services have expanded beyond stations to include airports and event venues, offering wheelchair assistance, buggy rides, and information to those who need it. Staff and 150 volunteers recently helped passengers affected by a V/Line network shutdown, providing information and alternative transport options. Travellers Aid also offers a quiet lounge with showers at Southern Cross Station for anyone needing a rest, and provides support to hospital patients and visitors.
Karen Lovell has worked with Travellers Aid the longest, starting in 1990, and has seen the organisation evolve while maintaining its core mission of helping people. Volunteers like Ken Clearihan find the work personally rewarding, while CEO Elias Lebbos believes the service offers a vital sense of goodwill in an increasingly transactional world, and hopes to expand the organisation’s reach to other states in Australia.
