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

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 final agenda is available. 

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.

Louisville Marriott Downtown

Springhill Suites by Marriott Louisville Downtown

Hyatt Regency Louisville

Embassy Suites by Hilton Louisville Downtown

Holiday Inn Louisville Downtown, an IHG Hotel

Omni Louisville Hotel
400 S 2nd St
Louisville, KY 40202

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.

The Louisville Muhammad Ali International Airport (SDF) team is offering symposium attendees two choices for airport tours.


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.

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 tours, there are two tour times – 11 AM – 12:30 PM and 12:45-2:15 PM– with 15 spots each.

The bus for the SDF Airport Tour will depart the Omni Louisville at 10 AM.
The bus for the first UPS Worldport Tour will depart the Omni Louisville at 10:30 AM and the bus for the second UPS Worldport Tour will depart at 12 PM. Each tour will last 90 minutes.

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.

Thank You to Our Host Airport