Newcastle Airport is recognising the contribution of its Volunteer Ambassador team this National Volunteer Week (18–24 May), celebrating the people who help create a warm, welcoming and easy travel experience for every passenger.
What began in May 2008 with just three volunteers has grown into a team of 21 dedicated Ambassadors, each contributing their time to support passengers and create a positive travel experience.
With around 1.3 million passengers travelling through the terminal each year, Newcastle Airport’s Ambassadors have contributed tens of thousands of volunteer hours over nearly two decades, supporting millions of travellers along the way.
“Our Volunteer Ambassadors are often the first friendly face passengers see when they arrive,” Newcastle Airport CEO Linc Horton said. “As we continue to grow, that human connection will remain just as important as the infrastructure we deliver.”
Newcastle Airport currently serves around 1.3 million passengers each year, with forecasts to grow to 2.6 million annually by 2036 and long-term capacity to support up to 5 million passengers per year.
The team’s roster is carefully aligned with the airport’s flight schedule to ensure support is available when it matters most. Peak periods on weekdays see up to four Ambassadors assisting passengers during busy morning departures, with additional coverage in the afternoon. The program operates every day of the year, including weekends, ensuring a consistent and reliable presence in the terminal.
When talking about their role at the airport, the Ambassador team highlighted the impact of their work, with many regularly assisting nervous or first-time travellers and saying they are thanked by passengers most shifts.
Making a difference
Volunteer Ambassador Laraine has been a part of the Ambassador Program since it started 18 years ago and said the role is about making a difference to the airport experience.
“Sometimes it’s as simple as helping someone find their gate, but other times you’re helping a nervous traveller feel calm or making someone’s journey a little bit easier,” Laraine said. “I love my role here; it makes my life enjoyable and I get to connect with and help lots of people going to different destinations. What a great reason to get out of bed!
“As Ambassadors, we often share stories of helping passengers make flights just in time, supporting first-time travellers through the airport, and playing a small role in emotional reunions between family and friends.”
“What sets Newcastle Airport apart is that it feels genuinely local,” Horton added. “Our Ambassadors embody that with a friendly, always ready to help, approach which passengers consistently notice and appreciate.”
Newcastle Airport chair Samantha Martin-Williams has a long-standing commitment to supporting leadership development and mentoring across regional New South Wales, including leading the establishment of Mentor Walks in Newcastle and the Hunter.
Mentor Walks is a nationally recognised initiative connecting women with experienced female leaders through structured mentoring conversations focused on leadership, confidence-building and career development. Since launching in Newcastle in 2023, the program has supported more than 450 mentees and engaged almost 180 mentors across the Hunter region.
“At its core, this program is about people helping people – and that’s something that creates a lasting impact in communities,” Martin-Williams said.
“Through my work establishing Mentor Walks in the Hunter, where we’ve now supported more than 450 women through mentoring and leadership conversations, I’ve seen firsthand how powerful simple acts of support, encouragement and connection can be in building confidence and creating opportunities for people.
“Our Volunteer Ambassadors bring that same spirit to Newcastle Airport every day. They help create a welcoming, calm and genuinely local experience for travellers, while also showcasing the warmth and generosity our region is known for.
“Volunteers contribute enormously to the social fabric of regional communities and I’m incredibly proud of the role our Ambassadors play in supporting passengers, representing the Hunter and helping people feel connected from the moment they arrive.”
National Volunteer Week is Australia’s largest annual celebration of volunteering, recognising the important role volunteers play in strengthening communities across the country.
As Newcastle Airport continues to grow its domestic and international network, its Volunteer Ambassador program will remain central to delivering the welcoming, easy and personal experience the region is known for, ensuring every journey starts and ends on a positive note.
