newy.com.au – Newcastle Airport is marking National Volunteer Week by celebrating 18 years of its Volunteer Ambassador program, which has grown from three volunteers in 2008 to a team of 21 helping passengers through the terminal every day of the year.
The airport says its ambassadors have contributed tens of thousands of volunteer hours over nearly two decades, supporting millions of travellers as passenger numbers have grown to about 1.3 million a year. Their duties are timed around the flight schedule, with up to four ambassadors helping during busy weekday morning departures and further coverage in the afternoons.
Newcastle Airport CEO Linc Horton said the program was an important part of the passenger experience as the airport continued to expand.
“Our Volunteer Ambassadors are often the first friendly face passengers see when they arrive,” Mr Horton said. “As we continue to grow, that human connection will remain just as important as the infrastructure we deliver.”
The airport forecasts annual passenger numbers will rise to 2.6 million by 2036, with long-term capacity to support up to five million passengers a year. More than 1.2 million passengers flew through Newcastle Airport in 2024, and the airport says it has more than doubled the number of destinations it serves over the past decade, from five to 12.
Volunteer Ambassador Laraine, who has been part of the program since it began, said the role often involved small acts that made a difference to travellers.
“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.”
Mr Horton said the ambassadors helped give the airport a local character.
“What sets Newcastle Airport apart is that it feels genuinely local,” he said. “Our Ambassadors embody that with a friendly, always ready to help, approach which passengers consistently notice and appreciate.”
Newcastle Airport Chair Samantha Martin-Williams said the program reflected the value of volunteers in regional communities. Ms Martin-Williams has also led the establishment of Mentor Walks in Newcastle and the Hunter, a program that has supported more than 450 mentees and engaged almost 180 mentors since launching locally in 2023.
“At its core, this program is about people helping people — and that’s something that creates a lasting impact in communities,” Ms Martin-Williams said.
“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 runs from May 18 to 24 and is Australia’s largest annual celebration of volunteering.
