Danielle’s 20-Year Career at Qantas: From Customer Service Agent to Supervisor

Joining the Flying Kangaroo

Before joining Qantas, I had spent more than ten years in the aviation industry. Qantas was always my ultimate goal because the Flying Kangaroo represents more than just an airline. It embodies Australian pride and passion, and when the opportunity came, it felt like the perfect place to build a long-term career.

Preparing for the role

From day one, my training prepared me for the fast-moving world of airport operations. I learned everything from check-in systems, boarding processes and safety protocols to international travel regulations and visa requirements. Scenario-based training gave me the confidence to handle the unexpected, an essential skill in a role where no two days are the same.

The reality of the role and support from the team

There is so much more to the Customer Service Agent (CSA) role than people realise. Behind the friendly smile, there is constant multitasking, problem-solving, and coordination with multiple teams to make sure everything runs to schedule. In such a dynamic role, teamwork is everything. We all look out for each other, especially on challenging days.

Career growth across the Group

Over the years, I have worked across both international and domestic terminals, been part of specialist projects and working groups, and taken on media roles to represent the Qantas brand. Moving around the business is achievable if you are proactive and eager to learn, and managers are very supportive of people exploring different areas.

Memorable moments in my career

Some of my proudest memories include working on Olympic and Paralympic charters, the inaugural Bangalore service, the return of QF1 (Sydney to London via Singapore) after the COVID shutdown, and an International Women’s Day flight crewed entirely by women. Each of these experiences brought a deep sense of pride and a feeling of being part of history.

My advice for future Customer Service Agents

If you want to thrive in this role, you need to be resilient, adaptable, empathetic, and a strong communicator. You have to think on your feet, work well under pressure, and always keep the customer’s experience front of mind.

Danielle, Customer Service Supervisor, Sydney Airport