2011 Marketing and Communications Conference/JumpStart® Air Service Development Program


June 20-23, Cleveland


All presentations are given in PDF format. Click on a presenter's name to begin the download.

Please direct all queries regarding this conference to Tom Smith at tsmith@aci-na.org, Morgan Dye at mdye@aci-na-org or Stephenie Brooks at sbrooks@aci-na.org


Other coverage:


Tuesday, June 21


General Session 1: Crisis Communications: St. Louis Good Friday Tornado – Lessons Learned
Speaker: Jeffrey Lea, St. Louis


General Session 2: Partnering with Carriers
Roger Cohen, president, RAA
Clint Ostler, Alaska Airlines
Brad Penrod, Pittsburgh


General Session 3: Social Media: Giving Big and Small Airports a Very Big Voice
(No presentations)
Christi McNeill, Southwest Airlines
Lisa Brown, Boston


General Session 4: North America Travel Trends
Speaker: Geoff Freeman, U.S. Travel Association (presentation not available)


Concurrent 1: Social Media 101
Elizabeth Cecconi, South Bend
Traci Bednard, Edmonton
Kristie Wells, president, Social Media Club


Concurrent 2: Looking for Dollars
Ann Ferraguto, Air Projects
Susan Goyette, HMS Host
Karen Carney, Oklahoma City


Concurrent 3: Social Media Took Kit
Gina B. Swankie, Sacramento
Ryan Hollingsworth, Akron-Canton
Joseph Feltes, Attorney, Buckingham, Doolittle & Burroughs


Concurrent 4: Customer Service Done Pecha Kucha Style
Peter Spurway, Halifax
John Albrecht, Oakland
Donna M. Prigmore, Portland
Johanne Gallant, Moncton
Joanne Paternoster, Butterfly Consulting

Wednesday, June 22

U.S. Policy Update
Speaker: Greg Principato, ACI-NA


General Session 5: State of the Aviation Industry: The North American Airport Perspective
Speaker: Greg Principato, ACI-NA


General Session 6: Airlines Roundtable
(No presentations)
Panel: Alaska Airlines, Allegiant, Sun Country, US Airways


Presentation of the 2011 Ted Bushelman Award: Tara Hamilton, Washington


General Session 7: The Art of Great Leadership: Strategies for Creating More Confident and Committed Team Members
Speaker: Gregory Dale, Duke University


General Session8: Benchmarking Your Airport’s Customer Service: ASQ and Other Surveys
Paul Behnke, ACI
Michael Crockatt, Ottawa
Bryan Long, Jacksonville
Jeanette Saunders, Cleveland (no presentation)