Air travel is often associated with excitement, adventure and the promise of new destinations.
But behind the scenes, thousands of dedicated workers keep the wheels turning—sometimes at great personal risk.
A recent incident at Sydney Airport has cast a sobering light on the dangers faced by airline staff, and the response from Qantas has left many Australians with questions about workplace safety and corporate responsibility.
In May, Olivia Hristovska, a 51-year-old Qantas customer service employee, was performing her duties at Sydney Airport when tragedy struck.
According to footage obtained by 9News, Ms Hristovska was peering through a gap in the aerobridge—a movable walkway that connects the terminal to the aircraft—when she stepped forward and fell through, plummeting six metres to the ground below.
The fall left Ms Hristovska with catastrophic injuries: severe head trauma, a fractured spine, a broken clavicle, pelvis and multiple ribs, and a collapsed lung.
She was rushed to Royal Prince Alfred Hospital in a critical condition and placed in an induced coma.
The physical toll was immense, but the emotional impact on her family has been just as profound.
Qantas’s response: Sorrow and support
In the aftermath, Qantas executive manager of global airports, Darsh Chapman, issued a heartfelt apology.
‘We are truly sorry for the devastating incident that occurred to one of our team members at Sydney Airport last month and acknowledge the significant impact this has had on Olivia and her family,’ Ms Chapman said in a statement.
Qantas has pledged to support Ms Hristovska and her family through her recovery, offering assistance and respecting their request for privacy.
The airline has also promised to cooperate fully with SafeWork New South Wales (NSW), which is conducting a thorough investigation into the incident.
But for Ms Hristovska’s daughters, Monique and her sister, the ordeal has been compounded by a lack of clear communication.
‘No one actually told us what had happened,’ Monique told 9News, explaining that the family initially received only vague information that their mother had ‘had a fall’.
It was only through conversations with doctors and media reports that they learned the full extent of the incident.
A family’s struggle
Since being discharged from hospital, Ms Hristovska now requires full-time care, provided by her two daughters.
The emotional and practical challenges are immense.
‘My mum has lost her whole identity,’ Monique said.
‘I’ve had so many moments of anger, but I am just so grateful she is here.’
The family’s experience highlights the ripple effects of workplace accidents—not just on the injured, but on their loved ones, who are often left to pick up the pieces.
Safety in the spotlight
In response to the incident, both Qantas and Sydney Airport have implemented enhanced safety procedures.
The airline has also engaged independent experts to review aerobridge safety, not just in Sydney but at airports across Australia and around the world.
This move is a clear acknowledgment that more needs to be done to protect those who work tirelessly to keep our airports running smoothly.
Workplace safety is a topic that resonates with many Australians, especially those in physically demanding or high-risk jobs.
While air travel is statistically one of the safest modes of transport, the same cannot always be said for those working behind the scenes.
Incidents like this serve as a stark reminder that safety protocols must be continually reviewed and improved.
Video Credit: 9 News / Facebook
Have your say
As this story continues to unfold, it brings to light broader conversations about workplace safety, communication, and duty of care—matters that affect workers and employers across many industries.
While the investigation is still ongoing, it serves as a timely moment to reflect on the systems in place to protect those on the job and how we respond when things go wrong.
Have you ever encountered safety concerns in your own workplace, or supported someone who has? What are your thoughts on how organisations manage communication in the aftermath of serious incidents? Do you believe enough is being done to ensure safe working conditions across the board? Feel free to share your perspective in the comments below—we welcome your voice in the conversation.
Also read: Qantas under fire as union fights for historic $121 million penalty
I recently travelled to NZ via Sydney. On both flights there was a problem with the airbridge not connecting to the plane, we were delayed up to 30 minutes as they waited for someone to come and help align the plane and airbridge. I said at the time it was an accident waiting to happen, and only 2 weeks after my trip this hostess had that terrible fall. I wish her and her family well and hope she recovers fully.
Not enough clear detail here to comment intelligently ……….Ms Hristovska was peering through a gap in the aerobridge——when she stepped forward and fell through, plummeting six metres to the ground below.
She obviously knew there was a gap (how big not stated) why would she step into it?? Very sad for the woman but this story sounds like a bit of a beat-up on Qantas