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?
Join ACI-NA and AAAE at the Airport Customer Experience Symposium, April 3 – 5 in Louisville, to explore best practices and emerging trends in airport CX.
The Symposium will offer an informative and exciting program that highlights 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
- Volunteer program managers
- Passenger services professionals
Registration is now open. Please click the link above to register.
Early-Bird Registration
(Until February 27)
ACI-NA/AAAE Member: $650 USD
Non-Member: $850 USD
Regular Registration
(After February 27)
ACI-NA/AAAE Member: $750 USD
Non-Member: $950 USD
The working agenda is available. Please keep checking back for updates!
Hotel Information
Rooms at the Omni Louisville are currently sold out at the discounted rate. The hotel is also sold out on multiple nights at the regular rate.
Please see below for a list of nearby hotels.
Note: An ACI-NA/AAAE discounted rate is not available at the nearby hotels.
Springhill Suites by Marriott Louisville Downtown

Omni Louisville Hotel
400 S 2nd St
Louisville, KY 40202
502-313-6664
ACI-NA and AAAE reserved rooms at the Omni Louisville Hotel. The discounted hotel rate is $249 USD per night plus applicable taxes for attendees.
One night’s room and tax will be guaranteed at the time of reservation. One night’s room and tax will be charged if the reservation is not cancelled within 72 hours. Cancellations made prior to 72 hours of arrival will not be penalized.
Become a Sponsor
By sponsoring the 2023 Symposium, you will reinforce brand loyalty and show current and potential clients that your company is committed to customer experience in the aviation industry. All breaks (two, thirty-minute breaks each day) are held in the exhibit space.
Please click here to view sponsorship opportunities.
As we continue taking important steps to provide for the health and safety of our attendees, we ask that you review our COVID-19 information and policies below. By registering for this event you agree to adhere to the below policies to sustain a healthy and safe environment for our attendees. It’s important that we all respond responsibly and transparently to these health precautions. Any and all private health and personal data will be treated with confidentiality and sensitivity.
COVID-19 SAFETY INFORMATION
In order to provide for the health and safety of all conference attendees and staff, ACI-NA adheres to the relevant guidance provided by national public health officials in Canada and the U.S., and follows the unique health requirements imposed by the provinces, states, and localities in which our events take place. ACI-NA requests that anyone who is sick refrain from attending our meetings and that those who begin displaying any Covid-19 symptoms leave the meeting immediately.
RELEASE AND ASSUMPTION OF RISK
I HEREBY RELEASE, WAIVE AND FOREVER DISCHARGE ANY AND ALL LIABILITY, CLAIMS, AND DEMANDS OF WHATEVER KIND OR NATURE AGAINST AIRPORTS COUNCIL INTERNATIONAL – NORTH AMERICA AND ITS AFFILIATED PARTNERS AND SPONSORS, INCLUDING IN EACH CASE, WITHOUT LIMITATION, THEIR DIRECTORS, OFFICERS, EMPLOYEES, AND AGENTS (“RELEASED PARTIES”), EITHER IN LAW OR IN EQUITY, TO THE FULLEST EXTENT PERMISSIBLE BY LAW, INCLUDING BUT NOT LIMITED TO DAMAGES OR LOSSES CAUSED BY THE NEGLIGENCE, FAULT OR CONDUCT OF ANY KIND ON THE PART OF THE RELEASED PARTIES, INCLUDING BUT NOT LIMITED TO DEATH, BODILY INJURY, ILLNESS, ECONOMIC LOSS OR OUT OF POCKET EXPENSES, OR LOSS OR DAMAGE TO PROPERTY, WHICH I, MY HEIRS, ASSIGNEES, NEXT OF KIN AND/OR LEGALLY APPOINTED OR DESIGNATED REPRESENTATIVES, MAY HAVE OR WHICH MAY HEREINAFTER ACCRUE ON MY BEHALF, WHICH ARISE OR MAY HEREAFTER ARISE FROM MY PARTICIPATION IN THE CONFERENCE OR EVENT.
I acknowledge and understand the following:
- Participation in the conference or event includes possible exposure to and illness from infectious diseases, including but not limited to COVID-19. While particular rules and personal discipline may reduce this risk, the risk of serious illness and death does exist.
- I knowingly and freely assume all such risks related to illness and infectious diseases, such as COVID-19, even if arising from the negligence or fault of the Released Parties.
- I hereby knowingly assume the risk of injury, harm, and loss associated with the conference or event, including any injury, harm, or loss caused by the negligence, fault, or conduct of any kind on the part of the Released Parties.
The Louisville Muhammad Ali International Airport (SDF) team is offering symposium attendees two choices for airport tours.
Transportation
Buses for both the SDF tour and the first UPS Worldport tour will depart the hotel at 10:00 AM. For the second UPS Worldport tour, the bus will depart the hotel at 11:30 AM. Luggage storage will be available for all tours. Each tour will last 90 minutes.
10:30 AM – 12:00 PM
Option 1:
Louisville Muhammad Ali International Airport (SDF)
Tour SDF and learn about the SDF Next Program that will see more than $400 million invested in the terminal and airfield in the coming years. This includes special access to the $18.5 million state-of-the-art Airport Operations Command Center that opened in 2021. This facility serves as the airport’s nerve and communications center around-the-clock. Tour goers will also see the SDF geothermal wellfield, where 648 wells are each drilled 500-deep to use the Earth’s natural temperature to heat and cool the terminal. This $21.7 million project is the largest geothermal system of any airport in the U.S. Plus, enjoy plane spotting opportunities along SDF’s two parallel runways to get up close with the variety of aircraft that fly into and out of Louisville daily. This tour is limited to 50 participants. Click here to sign up.
10:30 AM – 12:00 PM
12:00 PM – 1:30 PM
Option 2: UPS Worldport at SDF
Take advantage of this exclusive behind-the-scenes tour of UPS Worldport, the world’s largest automated package handling facility that is in the middle of the SDF airfield. Filled with nearly 33,500 conveyors, this logistical wonder spans across a 5.2 million square foot facility where 416,000 packages can be sorted each hour and up to 4 million each day during the holiday peak in December. As home of UPS Worldport and UPS Airlines, SDF is currently the 3rd busiest cargo airport in North America and 6th in the world, handling more than 6.7 BILLON pounds of cargo in 2022.
Note: For UPS Worldport, there are two tour times – 10:30 AM-12:00 PM and 12:00 PM -1:30 PM – with 15 spots each. UPS Worldport tour requests must be submitted in advance by Tuesday, March 28 to Natalie Chaudoin at Natalie.Chaudoin@FlyLouisville.com. Tour requests must include your full legal name that matches your valid, government-issued ID. This tour will include a security screening and walking along elevated platforms; therefore, it is recommended you wear comfortable shoes and no skirts or dresses. UPS Worldport tour requests will be accepted on a first come, first served basis.