Melbourne starts with SkyBus: bringing the iconic red bus to life

For most travellers, Melbourne doesn’t start when they hear the iconic Melbourne trams on their rails or check into their hotel. It starts the moment they collect their bags and walk out into the arrivals hall at Melbourne Airport and catch sight of those iconic red double-decker buses at the kerb.

At SkyBus, we’ve always understood that we’re more than just airport transport. We’re the first Melbourne experience for thousands of visitors every day, and often the last memory they take home. We take that role very seriously, with a full Customer Experience team dedicated to going above and beyond a simple bus ride.

“We’re not just moving passengers, we’re welcoming them to Melbourne,” says Kinetic’s General Manager of Customer Experience Justin Rogers.

“Every interaction our team has is an opportunity to show people what makes this city special. That’s a responsibility we take seriously.”

Meeting Melbourne at the kerb

Melbourne is known as Australia’s event capital, and our Customer Service Ambassadors (CSAs) have become experts at tapping into the energy of whatever’s happening in the city. Whether it’s the Australian Open, AFL Grand Final, a sold-out stadium concert, or Comic-Con, our team brings that excitement directly to the airport kerb.

When Comic-Con rolled into town, travellers were greeted by Spiderman and Ironman welcoming them to Melbourne, a moment that had fans pulling out their phones before they’d even boarded the bus. During the AFL Grand Final, our CSAs donned Cats and Lions scarves, creating instant connections with travelling footy fans and locals alike.

“These moments are about more than just fun—they’re about making people feel like they’re arriving somewhere that truly celebrates what they’re here for,” says Rogers.

“When you see someone’s face light up because we’ve acknowledged why they’re visiting, you realise how powerful that first impression can be.

“It gets travellers excited for the days ahead and is a moment of connection and welcome they get right off the bat.”

With summer bringing a host of Melbourne’s world-famous events—like the Boxing Day Test, 2026 Australian Open and Formula 1 race, keep your eyes peeled at the kerb for a nod to some of the city’s most loved days on the calendar.

A warm welcome for all

Behind the celebrations and activations is a commitment to ensuring every traveller feels welcomed and supported.

All SkyBus Customer Service Ambassadors complete accessibility training including Hidden Disability training, equipping them with the skills and confidence to assist passengers with diverse needs.

From helping passengers with mobility challenges navigate boarding, to communicating effectively with travellers who are deaf or hard of hearing, our team is trained to ensure no one’s Melbourne experience starts with barriers.

“Accessible service isn’t a special offering, it’s fundamental to what we do,” says Rogers.

“Every person deserves to feel confident and cared for when they travel with us.”

Representing the cultural and language diversity Melbourne is famous for, SkyBus’ multi-lingual CSAs wear pins indicating the languages they speak, providing familiarity and support in travellers’ preferred languages where we can.

Small touches make a big impact

Some of our most effective customer experience initiatives are the simplest. Our CSAs are empowered to identify moments that could make a journey special, like making sure young passengers get a chance to ride at the front of the double-decker buses, sharing travel tips with first-time visitors, or letting people know about events happening during their stay.

A friendly conversation, genuine local advice, or just taking the time to answer questions can transform a routine transfer into a memorable start to someone’s trip.

We love hearing about the positive impact our Customer Experience team is making at the kerb, from kids’ drawings of our double-decker SkyBuses to passengers writing in with heart-melting tales of their travels.

“Jo made our start to our Melbourne holiday a truly enjoyable and memorable experience,” wrote one passenger, about beloved SkyBus team member Jo Walsh.

“It was our first time to Melbourne, celebrating my husband’s 62nd birthday, and you made our first impression and journey into Melbourne golden,” wrote another passenger.

We’ve also focused on empowering our frontline team with the knowledge and autonomy to solve problems on the spot. Real-time service updates, proactive communication during disruptions, and the authority to make decisions that put customers first all contribute to the reliability travellers expect from us.

The road ahead

As SkyBus continues to connect Melbourne Airport with more parts of Melbourne, via the new Eastern Express and soon the Sunshine Express routes, our commitment to customer experience grows with us.

“Each new route is an opportunity to extend that signature Melbourne welcome to more communities across the city,” says Rogers.

“We don’t view it as just transportation, but also good hospitality.”

Because when Melbourne starts with SkyBus, we see it as a genuine welcome to one of the world’s greatest cities.