AC I - NA s p e a k e r b i o g r a p h i e s
M ar k eting & Com m unica tions Confer ence
a nd the
JumpStart® a ir ser vice devel op m ent pr ogr a m
June 20-24, 2011
r enaissance Cleveland ● Cleveland, ohio
(In order of appearance)
8:30 AM Welcome and Opening Remarks
Since 2001, Terri-Ann Betancourt has managed the Public Affairs Department at Seattle-Tacoma
International Airport, providing strategic communications direction in the fields of media relations, crisis
communications, publications, website management, speaker‘s bureau, community outreach, special events,
advertising, marketing, public information, and more. Before coming to SEA-TAC as a Communications
Manager within Aviation Public Affairs in 1999, she worked as a Senior Communications Director for the City
of Bellevue. Betancourt has been on the ACI-NA Marketing and Communications Steering Group for 2 years.
Betancourt has held various positions in public affairs in both Dallas and Seattle and has over 25 years of
experience in the public relations world. She holds accreditations in Crisis & Risk Communications as well as
certifications for FEMA and is an accredited member of the Public Relations Society of America. She has spoken
at several ACI-NA Marketing and Communications conferences and her airport was the 2007 winner of the
Peggy G. Hereford Award of Excellence in the Marketing and Communications Contest.
Betancourt holds a B.S. in Journalism / Public Relations from North Arizona University and has done
graduate work at the University of Florida in Public Relations Management.
Greg Principato joined ACI-NA as President in July 2005. In this capacity, Principato oversees the leading
association of airports and airport-related businesses in North America, which enplane nearly all of the
domestic and international airline passenger and cargo traffic on the continent. ACI-NA is the largest of the
five worldwide regions of Airports Council International.
Principato has worked on a wide variety of aviation issues including the negotiation of a new air service
agreement between the United States and Japan; the development of a new, global, standard for aircraft noise;
the negotiation of an agreement between (then) US Air and its pilots; the negotiation of an international
airline alliance and a host of other issues. In several instances, he coordinated the development of broad-based
coalitions. In the case of the U.S. - Japan issue, the coalition had more than 3,000 members including airports
from around the country. In the case of the noise standard coalition, there were more than 90 members
worldwide, including a number of airports. The Coalition for a Global Standard on Aviation Noise worked
closely with Airports Council International (ACI) in Geneva and Washington and participated in two of ACI's
Greenport conferences. In each case, Principato coordinated the activity of the coalition, managed its budget,
and served as a liaison between and among the coalition's members.
Principato has developed good relationships with officials in the important federal agencies, and on both sides
of the aisle on Capitol Hill. He is well regarded for his abilities and his approach to the issues within the
aviation community in Washington, and has also developed a good reputation among aviation interests around
the country and beyond our borders.
A graduate of the University of Notre Dame, Principato earned an M.A. in International Relations from the
University of Chicago.
Ricky Dorell Smith
In June 2006, Mayor Frank G. Jackson appointed Ricky Dorell Smith as the new Director, Department of Port
Control for the City of Cleveland. In this capacity, he is responsible for overseeing the Cleveland Airport
System, which includes Cleveland Hopkins International and Burke Lakefront Airports. In addition, he is
responsible for managing the City‘s properties along Lake Erie and the Cuyahoga River. Since arriving in
Cleveland, Smith has established a strategic direction for the airport system including reducing airline cost,
aggressively marketing the Cleveland Airport System, improving airfield safety, and developing new airport
Prior to arriving in Cleveland, Smith served as the Chief Operating Officer for the Maryland Aviation
Administration (MAA), which owns and operates the Baltimore/Washington International Thurgood Marshall
and Martin State Airports. He served the MAA for eighteen years. Smith is credited with leading the MAA
through a $2 billion expansion program, expanding air service throughout the world, and developing the new
multimillion-dollar food and retail program at BWI.
Prior to returning to the MAA after a two-year departure, Smith served as the Deputy Administrator for the
Maryland State Highway Administration. There, he oversaw a $3 billion annual budget and initiated the
largest capital project in Maryland history – the Inter-County Connector. In addition, he served in the private
sector for several years with International Business Machines, H&R Block Business Services, The May Company,
Smith holds a degree in Business Administration & Accounting from Howard University and an Executive MBA
from Loyola College in Maryland. He is a graduate of a number of leadership programs, including the Greater
Baltimore Committee and the University of Maryland Government Executive Institute. Ricky is active on
several national boards and industry associations including the American Association of Airport Executives,
Airport Council International North America, and the Airport Minority Advisory Council.
Smith resides in Cleveland with his wife, Karen, and three children – Ricky Jr., Coby, and Toni.
8:45 AM General Session 1: Crisis Communications, St. Louis Good Friday
Tornado Lessons Learned
Jeff Lea joined the executive staff at Lambert-St. Louis International Airport in August 2007 as the Public
Information Manager. Lea is the airport spokesperson managing the airport‘s media relations, public relations
and special event programming.
Lea is a former broadcast journalist who spent 14 years in television news as a reporter, anchor, producer and
photographer. Before joining Lambert, Lea was a reporter with the CBS affiliate, KMOV-TV, in St. Louis
where he covered developments at Lambert including the new runway project. Prior to his post in St. Louis, Lea
was a reporter and anchor at KTUL-TV, the ABC affiliate in Tulsa, OK. He started his news career as a
producer and reporter at KXII- TV in North Texas.
Lea is a graduate of Texas Christian University in Fort Worth, Texas.
9:45 AM Morning Break
10:00 AM General Session 2: Partnering with Carriers
Roger Cohen was appointed as president of the Regional Airline Association (RAA) in December, 2006,
leading the association whose member airlines operate more than one half the scheduled flights in the U.S.,
including 75 per cent of the airports whose only service is provided by regional airlines.
Cohen brings to RAA extensive experience as a trusted and committed advocate who has personally represented
organizations and businesses in 35 state capitols, dozens of city halls, numerous Federal agencies and in
Prior to joining RAA, Cohen served as past vice president, regional affairs, for the Aircraft Owners & Pilots
Association and spent more than 15 years with the Air Transport Association (ATA), where he served as
managing director/staff vice president, state and local government affairs. Prior to his time at the ATA, Cohen
was president of Pro Advocates Inc., a Southern California-based public affairs consulting firm that conducted
corporate communications, government affairs and association management for clients including TWA, Avis,
First Gray Line and Hakuhodo International. He also worked for 10 years at Trans World Airlines, where he
held the titles of regional director, civic affairs, and regional manager, corporate communications.
Cohen holds a Bachelor of Science degree from Northwestern University in Evanston, Ill., where he was a
McCormick Scholar recipient in urban affairs studies at the Medill School of Journalism.
Clint Ostler has eleven years of experience at both Alaska Airlines and Horizon Air in areas including Revenue
Management, Communications, Marketing, and Planning.
Most recently, Ostler is now in the Marketing Department, responsible for Alaska's Retail Advertising,
Sponsorships, and Marketing programs in Horizon Air operated cities.
He earned his Bachelor of Science degree in Aviation Business from Embry-Riddle Aeronautical University and
a Master of Business Degree from Keller Graduate School of Management.
Bradley D. Penrod, A.A.E. assumed overall responsibility and direction of Pittsburgh International and
Allegheny County Airports in October of 2007, and today under the Allegheny County Airport Authority,
holds the title of Executive Director/CEO for the airport system. Prior to that he was the Chief Operating
Officer for the Authority for eight (8) years.
Penrod has been involved with civil and military aviation for over twenty-five years. Penrod has published
articles on airport construction, winter operations, noise abatement programs in airport newsletters and
national trade magazines, and has participated as a speaker/moderator on industry panels addressing airfield
deicing, airfield construction and airfield incursion safety programs, environmental improvements, emergency
planning, incident command, aircraft rescue and firefighting and staff training/development. Penrod is a
member of the ACI-NA Government Affairs Committee and ACI-NA Board of Directors and is a member of the
AAAE Policy Review Committee. He recently participated as a member of the US DOT Task Force on Irregular
Operations and represented airports on the FAA‘s Aviation Rulemaking Advisory Committee (ARAC) on airport
Penrod holds a Bachelor of Science degree in Aviation Management from Embry-Riddle Aeronautical
University, a master‘s degree from Duquesne University, is an FAA licensed private pilot, and has served as a
commissioned officer in the United States Air Force Reserve and is a Past President of the Northeast Chapter of
AAAE. Brad is an Accredited Airport Executive as awarded by the American Association of Airport Executives
and has completed the Airport Executive Leadership Program as conducted by ACI World.
11:00 AM General Session 3: Social Media – Giving Big and Small Airports a Very
Christi McNeill serves as an online spokesperson for Southwest Airlines, the nation‘s largest airline in terms of
domestic Customers boarded. Christi specializes in Emerging and Social Media strategy.
In addition to her online media relations duties, McNeill works as the ―voice‖ behind the Southwest Airlines
Twitter account (@Southwestair) and Facebook account (www.facebook.com/southwest). McNeill also serves
as a moderator and blogger on Nuts About Southwest (www.blogsouthwest.com). In 2009, McNeill was
honored with a PR People Award for ―Tweeter of the Year.‖
A Fort Worth native, McNeill graduated from Texas Christian University with a Bachelor‘s Degree in
Lisa Allen Brown is Manager, Strategic Communications for the Massachusetts Port Authority which includes
management of content on Massport.com and Massport‘s social media channels for Boston Logan International
Airport and Cruiseport Boston.
Brown has more than 11 years of experience at Massport, including eight years working on communications
projects for the Massport Employees‘ Retirement System. Prior to that, she worked at Adweek Magazine.
Brown helped create Boston Logan‘s Facebook and Twitter accounts in early 2009 allowing Massport to build
a solid social media program at a time when many companies were still hesitant to use this medium.
Brown oversees the social media team and acts as the primary voice of @bostonlogan which Forbes recently
named as the top airport on Twitter among major U.S. airports.
Brown earned a bachelor of science in marketing communications from Emerson College and a graduate
certificate from the UMass Program for Women in Politics & Public Policy. She resides in Boston, Mass. with
her husband Robert and their two daughters.
Noon Lunch: Remembering Ted Bushelman
Bruce Schedlbauer, APR, currently holds the position of Marketing and Communications Manager for the
Department of Aeronautics of Kent County, Michigan. He is responsible for air service marketing, advertising,
marketing research, development of public information programs and materials, community affairs, special
events management and news media relations activities of the Gerald R. Ford International Airport.
Schedlbauer has been on the ACI-NA Marketing and Communications Steering Group for 12 years.
Prior to assuming his present duties in November 1993, Schedlbauer held the position of Marketing Product
Manager for five years with First Bank System, Inc., a major regional financial institution located in
Minneapolis, Minnesota. From 1983 to 1989, Schedlbauer worked as a Marketing Analyst for Fingerhut
Companies, Inc., a leading direct marketing company located in Minneapolis, Minnesota.
Schedlbauer holds a Master of Business Administration degree from the University of St. Thomas in St. Paul,
Minnesota, and has earned Professional Accreditation status from the Public Relations Society of America. His
current professional affiliations include member and former Chairman of the Marketing and Communications
Committee of ACI-NA, member of the West Michigan Chapter of the Public Relations Society of America, and
current Chairman of the Board of Directors of the West Michigan Tourist Association. Schedlbauer is also a
licensed private pilot.
With her responsibilities in the aviation industry for media relations, public and community activities at
Orlando International Airport and the Orlando Executive Airport, Carolyn Fennell has been recognized as an
authority in crisis management and media relations. She has more than 20 years experience as a journalist
and public relations specialist.
Prior to joining the Aviation Authority, she was production assistant to Peter Jennings for ABC News in London
and a publicist for Walt Disney World. Among her awards is the Public Relations Professional of the year by
the Florida Public Relations Association.
Fennell is a member of the Board of Directors for the Orlando/Orange County Convention & Visitors Bureau
and a member of the Leadership Advisory Council of SKAL International Orlando. Fennell has recently been
elected to the Greater Orlando Chamber of Commerce and is chairman of the Board of Visitors of the School of
Journalism and Graphic Communication for Florida A & M University. She is a former Chairman of the
Metropolitan Orlando Urban League and former Chairman of the Marketing and Communications Committee
of the Airports Council International - North America. As a motivational speaker and lecturer, Fennell has
addressed a number of national and international conferences, colleges and events.
Fennell holds a B.A. in English and journalism from Florida A & M University and studied at Queen's
University, Belfast, Northern Ireland.
Michael Conway is Director of Public Affairs for the Wayne County Airport Authority, which manages Detroit
Metropolitan Airport (DTW) and Willow Run Airport (YIP). His division handles public affairs, media
relations and the noise program.
He has two degrees from Eastern Michigan University and has been an airport executive at DTW since
Noon General Session 4: North America Travel Trends and Issues
Freeman is executive vice president of public affairs and strategy development for the U.S. Travel Association,
the nation's leading voice for increasing travel to and within the United States. He is responsible for driving
the travel industry‘s response to the latest challenges and seeks to position travel as a critical asset to the
country, American business, and the traveling public. Under his leadership, the industry has enacted the Travel
Promotion Act, referred to by Travel Weekly as the ―industry‘s biggest legislative victory in a decade‖; derailed
an assault on corporate meetings and events through the highly successful ―Meetings Mean Business‖ campaign;
and begun the march to building an army of one million employee activists via its burgeoning Power of Travel
Freeman has led a variety of complex and successful issue campaigns during his fifteen years in Washington.
Previously, Mr. Freeman was a vice president with APCO Worldwide, a global public affairs firm, where he led
the highly visible Partnership for Prescription Assistance (PPA). The PPA, supported by America's
pharmaceutical companies, was the largest effort ever created to connect uninsured Americans with free
Previously, Freeman was the Director of Government Relations and Strategic Outreach for Freddie Mac where
he developed and implemented an innovative program to highlight the corporation's activities in local markets.
Prior to joining Freddie Mac, Freeman served as Director of Strategic Initiatives for the American Association of
Health Plans, the leading representative of the managed care industry. Freeman helped guide the media and
strategic communications strategy around several high-profile issues, including the Patients' Bill of Rights and
Medicare reform. In an effort to build support for the industry beyond-the-beltway, Freeman developed several
unique initiatives, including a highly successful Hollywood outreach strategy and a partnership with
physicians in the battle for medical liability reform.
Freeman is a graduate of the University of California, Berkeley. He resides in Arlington, Virginia with his wife
and two children.
1:30 PM Concurrent 1: Social Media 101
Elizabeth Cecconi is the Director of Marketing and Development for South Bend Regional Airport. Cecconi has
a BS in Aviation Business Administration from Embry-Riddle Aeronautical University. Prior to joining the
SBN team in March 2010, Cecconi was the Marketing Manager at the Airport Canton Airport.
During her five and a half years at CAK, the airport‘s three person marketing team helped to lead some of the
first social media efforts within the industry. Cecconi presently serves as a founding member and President of
the Michiana chapter of the Social Media Club on the LiveTheBend Board of directors and is a volunteer swim
coach for the Irish Aquatics swim team in South Bend, IN.
Traci Bednard is Vice President of HR, Communications & Passenger Experience for Edmonton International
Airport. In her position, Traci sets strategy for Communications, Human Resources and for new processes and
initiatives that deliver an improved and impressive experience for airport customers.
While clearly she is in the business of flying – her education and experience are grounded in the business and
communications profession. She started with EIA in communications where she successfully lead her teams
through a variety of communications challenges including 9/11 and the development of the award-winning
‗EIA We‘ll Move You‘ brand.
Through the Passenger Experience department, which she developed in 2007, Bednard leads her team to
improve processes and develop front line services that deliver an efficient, enjoyable airport experience. Her
team ensures that customer services live up to the ‗We‘ll Move You‘ brand promise. This includes advocating
with government and service providers (airlines) to collectively develop and implement passenger processing and
terminal efficiencies such as US Quick Connect for EIA. This passenger focus also invests in the softer experience
side through program developments such as Art and Ambience at EIA, which promotes ongoing live
performances and rotating art and event displays.
In addition to a Bachelor of Arts degree, which she earned from the University of Alberta, Bednard has a Public
Relations Diploma from Grant MacEwan University, and a 6 month Business Leadership program certificate
from Harvard Business School (PLD).
Bednard contributes to a number of boards and committees in her community, including the Edmonton Youth
Emergency Shelter Board. In the past, Traci has also served as President of International Association of Business
Communicators - Edmonton chapter.
In her spare time, Bednard plays basketball and soccer.
Kristie Wells has spent the past 25 years helping organizations understand, engage and support their customers
to strengthen their brand, improve their products and create better experiences for all stakeholders, internally
and externally. While her roles and titles have changed over time, her passion to connect people, ideas and
resources remain at the core of all she does.
Most of Wells‗s professional life has been spent in and around technology companies, with an emphasis on
bridging the gap between technology and people. This has been accomplished in sales, marketing, customer
support, community management and senior leadership roles. Core to each of these positions is developing
education and mentoring programs, which is most prominently been displayed in her work as President
of Social Media Club, a not for profit industry association and community organization she co-founded in
1:30 PM Concurrent 2: Looking for Dollars
Ann Ferraguto is a Principal with AirProjects, Inc., and has over 25 years of experience in airport and real
estate development. Her specialty areas include airport concessions, commercial property development and
management, and advertising. Ferraguto has been involved in concession analysis and planning, market and
financial analyses, and development of revenue enhancement strategies for airports throughout the United
States, as well as Canada, South America, the Caribbean, Australia, and Africa. She has managed numerous
and award-winning concession planning projects, including those for JetBlue‘s Terminal 5 at John F. Kennedy
International Airport, Minneapolis/St. Paul International, Vancouver International, Reagan Washington
National, Washington Dulles International, Raleigh-Durham International, San Diego International, Salt
Lake City International, and Montreal-Dorval International airports, among others.
Before landing AirProjects in 2000, Ferraguto held several senior management positions with airport and
infrastructure management consulting firms. She also held positions as a manager in the real estate practice of
Ernst & Young, Director of Sales and Marketing for a real estate developer, and Business Analyst for the
Metropolitan Washington Airports.
Susan Goyette joined HMSHost as Senior Director, Public Relations & Communications in 2007. In this role,
Goyette oversees global communications for HMSHost airport and motorway operations—more than 100
airports around the world and more than 100 travel plazas in North America. The position with HMSHost
combines two of her great passions—food and travel.
Prior to HMSHost, she held positions as a vice president in the Washington, DC office of an international
public relations firm and as a communications director for several national commercial real estate developers.
Goyette holds a B.A. from Mary Washington University.
Karen Carney is Public Information and Marketing Manager for the City of Oklahoma City Department of
Airports. She has served in the position for a total of 14 years. Carney is responsible for air service
development, public information, media relations and the marketing of the Department‘s three airports.
As marketing manager, Carney has been involved in numerous projects related to Will Rogers World Airport,
the city‘s commercial airport, which have assisted in generating non-airline revenue streams for the airport,
including the development of the terminal‘s retail program, the revamping of the food concession program and
the promotion of the airport‘s parking facilities.
Carney‗s background has been predominantly in the advertising and marketing fields. Prior to joining the
Department of Airports in 1993, she worked as a copywriter and broadcast producer for Ackerman McQueen
Advertising in Oklahoma City. She left the airports in 2006 to serve as Marketing Manager for Hanger
Prosthetics and Orthotics, then Science Museum Oklahoma. She returned in 2009 when she realized that she
missed the smell of jet fuel in the morning.
Carney attended Iowa State University and currently lives in Norman, OK with her husband Walker Randall.
3:00 PM Afternoon Break
3:15 PM Concurrent 3: Social Media Tool Kit and Policy Issues
Gina Swankie joined the Sacramento County Airport System‘s Marketing and Public Relations team 2003.
She is responsible for media and public relations, customer communication, partnership development, secondary
market outreach, commercial film production coordination and online communication.
With over 20 years of diverse professional experience including customer service, management, investigation,
special event management, marketing and public relations, Swankie believes that developing and sustaining
lasting relationships is the foundation of effective communication, successful outreach and, ultimately, regional
Swankie received a Bachelor‘s Degree in Communication Studies and a concentration in Public Relations with
honors from California State University, Sacramento in 2002. She also graduated from the Sacramento
Metropolitan Chamber of Commerce‘s Leadership Sacramento program in 2005.
In addition to her duties with the Airport System, Swankie is an active member of several professional and
charitable organizations. She has served as a director on several boards including Stanford Home for Children
and Public Relations Society of America, California Capital Chapter.
Ryan Hollingsworth is the Communications Coordinator at the Akron-Canton Airport. Along with her public
relations responsibilities, Hollingsworth manages the airport‘s social media and email marketing efforts. CAK
was the first US airport to join Facebook and is one the top airport fan pages in the US with more than
25,000 fans. CAK‘s social media has been recognized and written about by MSNBC and USA Today. In
2010, Likeable Media named Akron-Canton Airport one of the top 40 Facebook fan pages in the country.
Other pages include Coca-Cola, Best Buy and Dunkin Donuts. Akron-Canton Airport also won Best Customer
Experience by Smart Business Magazine for their Prez Says chat - another social media element where the
airport‘s CEO Rick McQueen conducts a live chat once a month with customers. Additionally, CAK was named
an All-Star by Constant Contact e-mail service for delivering high quality, high open rate content to more than
Joseph Feltes represents physicians and hospitals in compliance, contracting, and Medical Staff issues
(including credentialing, corrective action and disruptive physician issues). He has much experience in HIPAA
4518 Fulton Drive NW
privacy and advises companies and individuals on how to avoid liability for social media, e-mail and Internet
P. O. how to implement retention and disposition policies for electronically stored records.
use, andBox 35548
Canton, Ohio 44735-5548
In addition, he represents healthcare providers in antitrust, credentialing, false claims, fraud and abuse, and
malpractice litigation, as well as acute care and rehabilitation hospitals, physicians, managed care plans and
TPAs, durable medical equipment suppliers, and other health care providers and suppliers.
is also a (Office)
He 330.492.8717representative for employers in discrimination, wrongful termination, and other employment
matters. As well as for healthcare employers in drafting employees handbooks and compliance policies.
He is the Chairman of the Firm‘s Records Retention Committee and was listed in The Best Lawyers in America®
(2009-2011). Feltes is recognized as one of Ohio‘s Super Lawyers® (2004, 2005, 2007, 2010 and 2011),
as voted by his peers and one of the Top Lawyers in Northeastern Ohio in Akron Life and Leisure Magazine
(2009). He also received a Martindale-Hubbell Peer Review Rating of AV®* Preeminent™, which is the
highest possible rating in both legal ability and ethical standards as established by confidential opinions from
members of the Bar.
3:15 PM Concurrent 4: Customer Service Done Pecha Kucha Style
Peter Spurway is a Vice President at the Halifax International Airport Authority.
For the past 5 years, he has been part of the senior management team at Halifax Stanfield International
Airport in Halifax, Canada.
His areas of responsibility include Concession Development, Corporate Communications, and Airport
Experiences. These three areas have at their core, a commitment to the delivery of superior service, reflected in
the fact that Halifax Stanfield has been rated by its passengers as the Best Airport in the Worlds in its class, for
7 of the past 8 years.
Spurway‘s background includes broadcasting, the administration of justice, health care, politics, and sport
As Aviation Marketing Manager, John Albrecht leads Oakland International's marketing and communications
team that manages air service business development, customer service, advertising, media relations and public
relations. Albrecht has over 25 years of aviation business experience. Prior to joining the Port of Oakland in
July 2008, he served as Manager of Airline Business at the Reno-Tahoe Airport Authority for three years. At
Aloha Airlines, Albrecht was Regional Vice President - North America and Pacific. This experience included
oversight of 15 locations in the U.S. West Coast, Canada, Alaska, and Polynesia, and airport operations for
Aloha's transpacific expansion, including the world's first Extended Range Overwater Operations (ETOPS-
180) of the Boeing 737 on launch flights between Hawaii and Oakland International.
Albrecht's airline experience also includes Reno Air, where he was Director of Airport Affairs through its merger
with American Airlines, as Director of Customer Service and Inflight at US Airways Express/PSA Airlines, and
the original Midway Airlines in the late 1980s.
He began his aviation career at Las Vegas McCarran International Airport in Public Affairs in 1984.
Donna Prigmore earned her Bachelor of Science Degree from Arizona State University, then her Master‘s in
Business Administration at Oklahoma State University. She was Customer Relations Manager for 3 years at
Portland International Airport.
She has more than 20 years combined experience in communications, strategic planning, public relations,
marketing and customer service.
Prigmore lives in Vancouver, Washington and is married with two teenage sons.
8:30 AM Canadian Policy Update
Keith Medenblik began his career in the aviation industry at Toronto Pearson International Airport in 1996.
In his current role as the Senior Manager, Public Affairs at Canada‘s busiest airport, Medenblik‘s
responsibilities include maintaining positive relations with all levels of government and key industry
stakeholders, corporate governance matters, as well as external corporate relations. He is also very engaged in
advocacy efforts regarding a wide range of industry matters including international air policy, passenger and
cargo facilitation, and security issues.
Medenblik is actively involved with ACI-NA and the Canadian Airports Council, and currently serves as Chair
of the CAC‘s Air Policy and Facilitation Committee and is a member of ACI-NA‘s Facilitation Steering
Committee. He is also a member of the Public Affairs Association of Canada, and has served on its Board of
Directors, including a term as vice-president of the association.
A graduate of Redeemer College University in Ancaster, Ontario, Medenblik holds a Bachelor of Arts in
Political Science and English.
9:00 AM U.S. Policy Update/Washington Journal: Greg Principato, President,
9:45 AM General Session 5: State of the Aviation Industry – the North American
Airport Perspective, Greg Principato, President, ACI-NA
10:30 AM Morning Break
10:45 AM General Session 6: Airlines Roundtable 2.0
Tim Olson, Alaska Airlines
Keith Hansen graduated from Brigham Young University with a degree in English Literature in 2006. Shortly
thereafter, Hansen attended the William S. Boyd School of Law at the University of Nevada Las Vegas,
graduating in May of 2009.
While in law school, he received various honors awards for his work in dispute resolution and pre-trial
litigation. Hansen was a member of the inaugural Mediation Clinic at UNLV and is certified to mediate cases
for Nevada's Neighborhood Justice Center as well as the United States Bankruptcy Court for the District of
Upon graduation from law school, Hansen accepted employment at Nevada's largest litigation law firm,
where he practiced medical malpractice defense, as well as premises liability for hospitals and small businesses.
In July of 2010 Hansen left full time litigation and joined Allegiant Air as the Manger of Airport Planning.
Tony Loeks, Sun Country
Noon Lunch Sponsored by Sacramento County Airport System
Presentation of the 2011 Ted Bushelman Legacy Award for Creativity
Preview of 2012 Marketing and Communications Committee
1:30 PM General Session 7: The Art of Great Leadership: Strategies for Creating
More Confident and Committed Team Members
Gregory A. Dale, Ph.D. is a Professor of Sport Psychology and Sport Ethics at Duke University. He is also
Director of the Sport Psychology and Leadership Programs for Duke Athletics. In addition to his work with
Duke athletes and coaches, Dale consults with numerous college and professional athletes and teams. He also
provides leadership training and teambuilding services for organizations and corporations around the world
including The World Bank, The United Nations, Airports Council International, Habitat for Humanity
International, Pfizer and SKANSKA International. Dale has written four books and has written scripts and
served as the ―expert‖ on a series of thirteen videos related to leadership and performance. Dale has been
featured on Good Morning America, ESPN, MSNBC, Court TV and numerous national and international
2:30 PM Afternoon Break
2:45 PM General Session 8: Benchmarking Your Airport’s Customer Service: ASQ
and Other Surveys
Paul Behnke joined ACI in February 1995. He currently occupies the position of Senior Business Advisor at ACI
World. Since 2007, he has concentrated on the ACI/ICAO AMPAP professional accreditation program,
delivering dozens of courses all over the world. In addition, he serves as ACI-North American Representative
for ASQ, ACI‘s customer service survey.
For many years he was responsible for developing and coordinating economics and security policies with ACI
members and served as Secretary to the Economics and Security Standing Committees and the Air Cargo Sub-
committee. Until late 1994, Paul served as Chief of Transportation and Environmental affairs at the US
Mission to the European Union in Brussels, his final post in a diplomatic career in which he saw service in five
continents. His career specialty was economics, with a special interest in aero-political affairs. As the US
representative to the UN Economic Commission for Europe in the mid-1980s, Paul represented his government
in UN meetings on a broad range of subjects, including East-West trade and energy policy issues. Previously,
he served as special advisor on international affairs to the Governor of Missouri.
He holds an MA degree in Economics from Purdue University. Behnke lives in North Carolina, is married and
has five children. His interests include tennis, trout fishing, and reading.
Michael Crockatt joined the Ottawa International Airport Authority as Vice President, Business Development
& Marketing in July 2006. Crockatt‘s responsibilities include strategic planning, marketing new air services for
Ottawa to passenger and cargo airlines, commercial development within the terminal and on airport lands,
customer service, international air policy, and passenger facilitation.
Crockatt is very active within the tourism and transportation industries and other business groups. He is a
member of the Board of Directors with both the Tourism Industry Association of Canada and Ottawa Tourism.
With Ottawa Tourism, he serves as Vice Chair of the Board, Chair of the Sales and Marketing Council, and as
a member of the Tourism Development Council. He also serves as Vice Chair of the Board of Directors with the
Ottawa Chamber of Commerce.
With the Canadian Airports Council, Crockatt is the Past Chair of the Air Policy Committee and is also a
member of the Air Cargo Committee. He participates in the Canadian Chamber of Commerce Transportation
Committee, Skal Ottawa, and three committees with the Airports Council International-North America
(Marketing & Communications Committee, Commercial Management Committee, and Facilitation Committee).
In 2010, Crockatt was a recipient of the Ottawa Business Journal Forty Under 40 Awards. In 2003, he was
named Chairperson of the Year by the Winnipeg Chamber of Commerce for his leadership of the Chamber‘s
Transportation and Logistics Committee.
Immediately before joining the airport authority in Ottawa, Crockatt was the Director of Marketing for cargo
and passenger services with the Winnipeg Airports Authority. Crockatt is a graduate of the University of
Manitoba, with a Master's degree focusing on the aviation industry and regional economic development.
Bryan Long serves as Customer Service Manager for the Jacksonville Aviation Authority (JAA), a four-airport
system which includes Jacksonville Executive Airport at Craig, Herlong Recreational Airport, Cecil Airport and
the Jacksonville International Airport. Long ‗s responsibilities include the entire customer experience for
passengers, airport tenants and anyone interacting with the Authority. Responding to customer demand, Long
developed and implemented a Preferred Passenger Lane at the JAX airport checkpoint catering to members of
the various elite status programs of tenant airlines. The new state-of-the-art Executive Conference Room at
JAX is managed by Long, as well as the Volunteer Ambassador Program at JAX, where he supervises over 50
volunteers working to help travelers with questions and problems. Long oversees the Lost and Found program.
Customer service training and benchmarking are a large part of his role, including management of the Airport
Service Quality (ASQ) survey.
After graduation from high school in Princeton, North Carolina, Long entered the United States Navy in
1982. His naval career spanned 21 years, including 10 years of sea service onboard USS Elmer Montgomery
(FF-1082), USS Forrestal (CV-59) and USS Robert G. Bradley (FFG-49), where he served as Personnel
Retiring with the rank of Chief Petty Officer in 2003, he then joined KIRA Inc, a military base services
management contactor, working to start up the Base Operating Services contract at Naval Station Mayport and
Naval Air Station Jacksonville. Long played a key role in developing various proposals for the company,
including KIRA‘s winning bid for a 200-million dollar Army Base Services contract at Ft. Carson, Colorado.
In 2005, Long began working with the Jacksonville Aviation Authority as a Human Resources Generalist,
handling all facets of HR and Employee Relations. In 2008, he was tapped for the Customer Service Manager
position, tasked with helping to fulfill JAA‘s vision to be ―the best airport system in the world.‖
Long earned a Bachelor‘s Degree in Business from Excelsior College in New York and holds the Senior
Professional in Human Resources (SPHR) designation. He served as President for the North Council of the
Jacksonville Chamber of Commerce, and is Secretary/Treasurer for the First Coast Business Leadership Network
(FCBLN), a 501(c)(3) non-profit organization dedicated to helping businesses hire persons with disabilities.
Long lives in the East Arlington section of Jacksonville with his wife Betty Jean and daughter Emily.
Jeanette Saunders was appointed as Chief of Administration and Performance Management in October, 2010.
In this capacity, she is responsible for overseeing organizational performance and process improvement, the full
scope of human capital strategies, safety & risk management, and administrative services. Saunders began her
employment with the Cleveland Airport System in 2007 as the Senior Manager of Organizational Development
and was elevated to Acting Chief of Administration & Performance Management in January 2010. Since her
arrival, Saunders has developed and implemented a strategic human capital model that serves as the
organization‘s human resource infrastructure, leveraged training and performance technology, and led the
organization in the 2011-2014 strategic plan update.
Saunders has over 10-years successful performance, organizational development, and human resource
management experience. Prior to joining Cleveland Airport System in 2007, Saunders provided strategic/
business planning, organizational development, strategic talent management, and business system & process
alignment consult to various private, public, and non-profit organizations. Over the course of her career she
has participated on various expert panels and provided workshops on a national stage.
Saunders holds a Bachelor of Arts Degree in Sociology with minors in Business Management and Marketing
from Lourdes College, and an Executive MBA- Organization Development from Bowling Green State
University. She is a member of the Human Capital Institute, Society of Human Resources Management, the
Organizational Development Network, American Society of Training & Development, and the Conference of
Minority Transportation Officials.
Saunders resides in Cleveland with two of her three children- Tiara, Jalen, and Kameron.