Q&A with Kate Bondar, Senior Manager Passenger Experience Service Delivery and St Peters local

Ever wondered who helps make Sydney Airport easier to navigate, more accessible and more welcoming for millions of travellers each year?

For the past six and a half years, Kate’s been working behind the scenes to improve the passenger experience. From accessibility initiatives and customer service programs to helping deliver facilities like the new Quiet Room at T1 international terminal.

It's the kind of work most people don't notice – and that's often the point. When everything runs smoothly, Kate and her team know they're doing their job well.

Discover what goes into making a world-class airport experience, the project closest to Kate's heart and the unique parts of working at Sydney Airport's "mini city".

Can you tell us about your role at Sydney Airport and what a typical day looks like for you?

My job is to put myself in the shoes of our passengers and find ways to make their experience through Sydney Airport as easy, accessible and enjoyable as possible.

One day I might be reviewing passenger feedback and identifying opportunities for improvement, and the next I could be working with airlines, community groups or airport teams on new initiatives and facilities.

How does your role help improve the experience for passengers travelling through Sydney Airport?

In lots of different ways, I hope! My role focuses on what passengers need or want most and ultimately improving the experience for everyone that passes through Sydney Airport.

This includes programs and initiatives that provide specialist support for passengers that need it, such as the Hidden Disabilities Sunflower Scheme, or building new facilities to meet specific passenger needs, like multi-faith prayer rooms, or animal assistance relief areas.

I also take care of customer service, encompassing complaints management, process improvement and training our people, from corporate to frontline teams to uplift capabilities and provide the best experience possible. It’s a varied role and I really enjoy what I do and the impact it can have!

What’s been your most memorable moment or unusual project during your time at Sydney Airport?

Opening Sydney Airport's first Quiet Room at T1 international terminal. It’s been a dream for a few years and an experience we always aspired to create for our passengers.

I’m really pleased to be able to assist passengers that need extra support, like neurodivergent and nervous travellers, making their journey more comfortable and seamless.

Seeing it become a reality has and working with a great team of individuals has been incredibly rewarding and a project I'll always be proud of. We opened the first of these ‘quiet spaces’ in April, with more sites coming soon. Stay tuned!

What makes Sydney Airport a unique place to work?

Every day brings something new. Someone once described Sydney Airport to me as a "mini city", and they're absolutely right. We have our own road network, airfield, car parks, terminals, rules and regulations and more than 35,000 unique people working across the precinct.

It really does feel like its own little village, filled with people from all walks of life doing fascinating jobs behind the scenes to keep the airport running. There's always something exciting happening and I enjoy learning something new every day!

What do you love about your local community?

I love that there is such a diverse mix of people in St Peters. There are some people on my street who have lived in the area for years, now retiring in their homes of 30 years. They have a great admiration for their neighbourhood and sense of pride in their community – it’s really special.

This is balanced with a new generation of young couples and young professionals that make the area buzz in a new and exciting kind of way.

I also love how connected we are – to the city, the south and the east and west. It’s a skip, jump and a hop to some really amazing places Sydney has to offer – like beaches or parks. And the Airport.

I also love the local restaurants, bars and breweries. There’s always something new to enjoy.

What advice would you give to someone interested in a career at Sydney Airport?

Prepare to strap in – literally and figuratively! It’s a wild ride and I’d recommend working here at least one time in your life.

It can be like the Hotel California to some people in a way – you can check out anytime you like, but you never really ‘leave’. It’s an incredible place to work, learn and grow your career.

If you could fly anywhere in the world tomorrow just for fun, where would you go and why?

Japan. It’s been on the bucket list for way too long. I’m a foodie by heart, but I also love nature, art and culture – Japan offers all of this, less than 10 hours from Sydney. It can’t get much better than that!

Making travel easier for everyone

Behind every smooth airport journey is a team of people working to make travel easier, safer and more enjoyable.

Kate is just one of the many Sydney Airport employees and volunteers helping create a positive experience for passengers every day.

Explore career opportunities at Sydney Airport. Or learn more about Sydney Airport's passenger experience and accessibility and Hidden Disabilities initiatives.