A Qantas Life: 27 years of dedicated service and care

A Qantas Life: Sonia Tourany’s Career Journey

I’ve been with Qantas for 27 years and a First Host since the role was introduced in 2007. My job is to make sure everything runs smoothly for our customers — from check-in to departure.

It’s a role that blends customer service, problem solving and genuine care. I greet our Frequent Flyers in the First Lounge and host them in the restaurant, helping with anything they need — from meal recommendations to travel questions or lost property. Before this, I worked in crew planning and scheduling for both our domestic and international networks. That experience gave me a real appreciation for the importance of detail, communication and timing in aviation — and how all of it impacts the customer.

Many of our Frequent Flyers are travelling for business, often at a fast pace. My role is to make their time with us as smooth and enjoyable as possible. I’ve had engineers help retrieve lost items from aircraft seats, and I’ve tracked down last-minute solutions to all sorts of challenges. No request is too small if it makes a difference to someone’s day.

After so many years, I’ve built real rapport with many of our regular travellers. They trust Qantas to look after them — and they tell me time and again how much they value the down-to-earth warmth we bring.

For me, that’s what a career at Qantas is about. It’s not just the variety or the different roles I’ve had — it’s knowing I’ve helped someone and made their journey that little bit easier.

Sonia Tourany, First Host