Airports play an essential role in the passenger journey. As airport operators, service providers and industry experts, how can we craft customer experiences and volunteer/ambassador programs that deliver five star service, especially during a global pandemic? Join ACI-NA and AAAE online from March 8 – 10 at the 2021 Virtual Airport Customer Experience Symposium. Best practices and emerging trends in airport CX and volunteer programs will be discussed.
The virtual symposium will offer informative and exciting sessions that highlight all facets of the airport customer experience and volunteer/ambassador programs.
Who Should Attend
Any professional interested in learning about aviation trends or meeting industry leaders, including:
- Airport concessions professionals
- Airport customer experience professionals
- Airport directors
- Airport operations professionals
- Airport public affairs professionals
- Marketing directors
- Passenger services professionals
Calgary Airport Authority
Michael T. Baldwin, IAP
Assistant Vice President of Concessions
Dallas Fort Worth International Airport
Currently, as a member of the senior management team for DFW’s concessions department, Michael shares the responsibility and accomplishments with his talented team for achieving over $119 million in annual revenues. He is also a past chair of the ACI-North America Business Diversity Committee.
Prior to joining DFW, Michael was the national category manager of prepaid services for the Southland Corporation (7-Eleven) where he developed and expanded a nation-wide prepaid calling cards program and developed a national footprint launching a pre-paid cell phone telecommunications category, generating over $249 million in annual revenue. Prior to 7-Eleven, as an entrepreneur, Michael worked in his family business developing and expanding The Famous Amos Chocolate Chip Cookie Corporation Franchises in airports and street-side locations both nationally and internationally.
Michael is known for his innovative business development skills, love for music, extreme energy, positive outlook on life, love for people and spiritual inspiration. His mottos are, “Always Begin With The End In Mind” and “Choose To Have A Great Day”!
Michael is an International Airport Professional and Graduate of the ACI-ICAO Airport Management Professional Accreditation Program (AMPAP), and the McKinsey Executive Leadership Academy.
Joyce F. Carter, FCPA, FCA, ICD.D
President & CEO
Halifax International Airport Authority
Ms. Carter is a board member of the Airports Council International (ACI) World Governing Board and the ACI North America Board of Directors , and is Chair of the Canadian Airports Council, the first woman to hold that role. She currently serves as Board Member and past President of the Board of Directors for the Atlantic Canadian Airports Association.
Ms. Carter has a Bachelor of Commerce degree from Saint Mary’s University and is a graduate of the Institute of Chartered Accountants of Nova Scotia. In 2012, she was awarded the prestigious designation of Fellow Chartered Accountant (FCA). She obtained the Institute of Corporate Directors ICD.D designation in 2015. She was named one of Atlantic Canada’s Top 50 CEO’s by Atlantic Business Magazine in each of the last four years, and was named 2019 Business Leader of the Year by the Halifax Chamber of Commerce.
Director of Public Relations
Louisville Muhammad Ali International Airport
Natalie has been involved with the travel and tourism industries for more than a decade. Prior to joining the aviation world, she handled daily communication needs for the 6th largest convention center in the country, the Kentucky Exposition Center and its sister facility the Kentucky International Convention Center. In 2010, she managed the public and media relations efforts for the grand opening of the KFC Yum! Center, the region’s newest multi-purpose sports arena with nearly 23,000 seats.
She served on the Board of the local chapter of International Association of Business Communicators (IABC) and is a nationally Certified Tourism Ambassador (CTA) through Louisville Tourism.
Natalie is a graduate of Lindsey Wilson College in Columbia, KY where she earned a Bachelor of Arts in English and History.
Chief Customer Experience Officer
San Antonio International Airport
Karen W. Ellis serves as the Chief Customer Experience Officer for the San Antonio International Airport System which comprises the San Antonio International Airport and Stinson Municipal Airport. Karen has almost 20 years of leadership and customer service experience in the Aviation industry by serving with the following airports; the Houston Airport System, Hartsfield-Jackson Atlanta International Airport and now with SAT.
Manager of Business Development & Customer Care
Airports Public & Community Relations Director
Los Angeles World Airports
Manager of Corporate Affairs and Marketing
Aeropuerto Internacional de Quito
Co-Founder and Chief Experience Officer
Jeff’s career started early when he founded a digital experience agency in high school which he led for ten years prior to pursuing roles in marketing and business development. His entrepreneurial drive earned him the honor of being named Texas Youth Entrepreneur of the Year during his junior year of high school. He was featured on the cover of the Houston Business Journal before his 17th birthday and was also a member of Phocuswright’s 2015 “Young Leaders Under 35” executive development program. He holds a Bachelor of Business Administration degree in Entrepreneurship and Marketing from The Neeley School of Business at TCU.
Laurel Van Horn
VP Director of Programs
Open Doors Organization
Laurel was lead investigator for ACRP Report 210: Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities and is currently involved in a new project, ACRP 01-48: Assessing Airport Programs for Travelers with Disabilities/Older Adults.
A long-term resident of New York City, Laurel has an M.A. in Economics from the New School for Social Research and a B.A. from Bryn Mawr College in Sociology.
France & Americas Area Director
Pete R. Acosta
Director, Trusted Traveler Programs
Admissibility and Passenger Programs
Office of Field Operations
U. S. Customs and Border Protection
- The Global Entry program, providing dedicated processing at designated airports through the use of automated kiosks;
- The NEXUS program, a bilateral agreement established with the Government of Canada to expedite entry into Canada and the U.S. at designated northern land border ports of entry and via automated kiosks at Canadian preclearance airports and at NEXUS marine reporting locations;
- SENTRI, providing dedicated processing at specified land border ports of entry along the southern border, and;
- FAST, the Free and Secure Trade (FAST) Program, a commercial clearance program established to facilitate the processing of known low-risk shipments and their vetted commercial drivers entering the U.S. from Canada and Mexico.
From 2012 to 2017, Pete served as director of CBP’s Immigration Advisory and Joint Security Programs (IAP/JSP), partnering with air carriers and host country law enforcement to identify and prevent the boarding of high-risk air travelers. As a component of IAP/JSP, Mr. Acosta also managed the Office of Field Operations’ Police Liaison Officer Program, partnering CBP officers with foreign law enforcement agencies to enhance information exchange posed by terrorist and criminal travel.
Mr. Acosta began his federal career in 1996 as an Inspector for the Immigration and Naturalization Service at Los Angeles International Airport, joining CBP headquarters in 2007.
Senior Manager, Airport Employee Brand Experience & Learning
Aviation Customer Service
Port of Seattle
Customer Service Supervisor
Reno-Tahoe Airport Authority
Janelle has a master’s degree in Public Administration from California State University of Bakersfield where she played and coached basketball. The greatest title Janelle has ever had, however, is being a wife, and mother of a 13-month-old baby girl.
Sr. Manager of Customer Experience
JFK International Airport
Previously, he was independent consultant in New York City focused on customer experience, digital marketing and product development for clients including, Birchbox, Johnson & Johnson, CNBC and NBC News.
He has also served as Vice President, Business Leader of U.S. CRM at MasterCard and Director of Digital Product Development at the New York Times. Prior to this role, he worked in audience development and customer lifecycle strategy for Nickelodeon, Weight Watchers, and Sirius/XM.
Chad earned a Master’s degree in Integrated Marketing from New York University and for two years he served as an adjunct graduate professor of CRM and customer Experience at NYU. He is also a Certified Customer Experience Professional as designated by the Customer Experience Professionals Association.
Seattle-Tacoma International Airport
Lyttle is a growth-oriented executive who has led multi-year strategic development efforts with capital budgets in excess of $3 billion at Houston airports, and played a key role in the $6 billion development program in Atlanta. He is well versed in developing high performance organizations, business process re-engineering, ideas management and innovation, and implementing technologically complex projects.
Director Safety and Security
Toronto Pearson International Airport
He is a focused leader who believes that safety and security are synonymous with one another. His belief that strong programs come from empowering others and building strong relations has ensured the continued development of the security program and culture at Toronto Pearson.
Since the beginning of COVID he has been a key Leader in all matters pertaining to Health and Hygiene to ensure the safety of staff and passengers at Toronto Pearson. His efforts have been focused on establishing appropriate safety measures to regaining the confidence and trust of the travelling public to once again feel comfortable to travel.
Other highlights of his career, were the response to the 1998 Swiss Air crash in Nova Scotia, establishing a world class training center known as the Fire and Emergency Services Training Institute (FESTI) and serving as the President of the Institute of Fire Engineers for Canada.
Travelers Aid Chicago
A native of the Greater Chicago Land area, Tony has forged a deep connection with the Immigrant and Refugee community in Chicago. Through these connections, he enjoys exploring other cultures via food, film, and music. Travelers Aid Chicago, Volunteerism and O’Hare International Airport is a natural fit for his intellectual, professional, and personal interests.
Volunteer Recruitment Manager
Dallas Fort Worth International Airport
LAX Guest Services Division Manager
Los Angeles World Airports
She holds a Bachelor of Arts Degree in Political Science with emphasis in Public Administration, a Certificate in Incident and Emergency Management and is an AAAE Certified Member. Along with the title of LAX Guest Services Program Manager, Marie’s other important titles include daughter, sister, wife and mother.
Airport Manager – Guest Experience
Fort Lauderdale-Hollywood International Airport
Ontario International Airport
Tiffany joined ONT in December 2019, just over two years after the airport became independent for the first time in 50 years. Her primary focus has been rebuilding a customer-centric work culture, while establishing a sense of place that represents the easy-going vibes of Southern California. She likes to color outside of the lines personally and professionally, a mantra that she believes landed her the gig she never knew she wanted.
Tiffany previously worked in Communications and Marketing for Dallas Ft. Worth International Airport, where she helped build and manage the employee intranet. She holds a Master of Journalism from the University of North Texas, and a Bachelor of Communications from the University of Houston. She is currently enrolled in an ACI course to earn her Airport Operations Diploma and aspires to open doors for minorities and women in the future.
Director of Communications and Government Relations
Phoenix-Mesa Gateway Airport Authority