Fiona Daw: From Apprentice Chef to Customer Service Agent

A Qantas Life: Fiona Daw’s Career Journey

From apprentice chef to departure aide, Fiona Daw’s career at Qantas is a story of growth, adaptability and lifelong passion.

“I was born on a Friday, and my dad started work at Qantas the following Monday,” says Fiona Daw, now a Customer Service Agent at Sydney International Airport. “So I’ve always said I’m a true Qantas baby.”

Fiona’s journey with Qantas began in 1985 when she joined as an apprentice chef. Her love for the airline and its people inspired her to explore new opportunities, and in 1989 she transitioned into a reservations role in North Sydney. By 1994, she had moved to Sydney Airport, where her career continued to evolve and where she met her future husband, a customer journey officer.

“I worked in delay handling and had to call another area regularly. I kept talking to the same person and thought, ‘Oh, he sounds nice.’ Apparently, he thought the same about me,” she laughs. “Eventually, he came over to the airport, and we ended up going out. We got married, and this year we celebrated 19 years together. That’s very much a Qantas story.”

Today, Fiona works as a departure aide, a role that involves coordinating flight setups, managing departures and ensuring smooth transitions between flights. “I enjoy what I do and I have a can-do attitude,” she says. “Rather than saying, ‘I’m not sure that’s going to happen,’ it’s, ‘We can do this. Let’s just work around it.’”

Fiona’s career reflects the dynamic nature of working in aviation. “The people, the pace and the unpredictability keep me going. No day is ever the same. Just when you think it’s going to be a quiet day, it’s not. That isn’t going to happen.”

Her story is a powerful example of how a career at Qantas can evolve over time, offering opportunities to grow, connect and thrive. For Fiona, it’s not just a job. It’s a lifelong journey built on passion, resilience and a deep sense of belonging.

Fiona Daw, Customer Service Agent, Airports