Víctor M. Aguado
Permanent Representative of Spain on the Council of ICAO
Víctor M. Aguado is the Permanent Representative of Spain on the Council of ICAO. He has served as the 1st Vice-President of the Council, Chairman of the Air Transport Committee, Chairman on the Technical Cooperation Committee, Chairman of the North Atlantic Finance Committee, and Chairman of the Special Task Force to develop the ICAO Policy on Assistance to Aircraft Accident Victims and their Families. Currently he chairs the Finance Committee of ICAO.
Before joining ICAO, Mr. Aguado was Director General of EUROCONTROL, the European Organization for the Safety of Air Navigation (2000-2008). Under his lead EUROCONTROL significantly enlarged its membership reaching a pan-European dimension and successfully implemented pivotal pan-European programs enhancing safety, reducing air traffic delays and minimizing costs. Mr. Aguado signed the first agreement with the European Commission to jointly launch the Single European Sky and the SESAR Program.
Previously, and for four consecutive terms, Mr. Aguado was President of the Air Navigation Commission of ICAO. During this time the ICAO Universal Safety Oversight Audit Programme was conceived and approved.
Victor M. Aguado has held numerous high-level positions in Spain, including CEO of ISDEFE (systems engineering). He was appointed Director General of the Cabinet of the Minister of State for Defence, after being Director for Advanced Air Traffic Management Programs in the Ministry of Transport. Mr. Aguado has been a member of the Supervisory Boards of AENA International (airport operator), HISPASAT (satellite communications operator), ISDEFE (systems engineering) and INSA (aerospace engineering). Furthermore he has also been a member of the Board of Governors of the Flight Safety Foundation and a member of the European Union´s Group of Personalities on Security Research as well as of the European Union’s High Level Group on the Single European Sky.
Director of Customer Experience
Aeropuertos Argentina 2000
Since 2017, Manuel is the Director of Customer Experience at Aeropuertos Argentina 2000. Aeropuertos Argentina 2000 is the operator of 34 airports in Argentina and part of Corporacion America Airports (CAAP), which has operations in 7 countries.
Previously, he was in charge of international business development. In this role, he participated in bidding processes for new concessions and also took part in various projects in Corporacion America operated airports such as Peru, Italy, Ecuador, Uruguay and Brazil.
He has a vast experience in travel retail. He was marketing manager and General Manager both in duty-free and duty-paid operations. He also has done consulting work, helping companies redesign their customer experience through design thinking. Manuel studied Business Administration in Universidad Católica Argentina.
Airport International Group
Since November 2011, Kjeld Binger has been responsible for the operational management and delivery of The New Terminal of the Queen Alia International Airport in Jordan’s capital city, Amman. Mr. Binger has more than 24+ years of experience in the airport sector. In his capacity as Executive Vice President of Copenhagen Airports (CPH) he oversaw the transformation of CPH to a major regional hub, and as CEO of Copenhagen Airports International, he acquired and operated a successful portfolio of 11 airports globally. Other positions include Chairman and CEO of ASUR Mexico, and CEO of DAE Airports as well as board member of various airport companies.
Areas of expertise include business planning, acquisition and operational management of existing airports as well as development of Green- and Brown Field Airports. His focus has been on the development of necessary infrastructure and commercial facilities to supply capacity in due time, constantly taking into account the strong correlation between market development and necessary supply of quality capacity at competitive rates.
Mr. Binger is strongly focused on the fact that high quality in all respects of airport operations is the major driver of best in class profits and long-term development. Quality operation is a key element in positioning the airport relative to market development and price competitiveness among customers.
Mr. Binger graduated in 1980 from the Technical University in Odense, Denmark with a Bachelor of Science degree in Civil Engineering and Structural Engineering.
Group Manager: Client & Passenger Services
Airports Company South Africa (ACSA)
Ms. Eugenia Boinamo is the Group Manager for Client & Passenger Services in the Airport Management Division at Airports Company South Africa (ACSA). She is currently heading the Client and Passenger Services division at ACSA with the mandate of developing and implementing the key account stakeholder management framework and increasing passenger experience across all the airports to ensure and deliver the ACSA Customer Service Promise to passengers and stakeholders.
Prior to her current position, Ms. Boinamo was the Customer Care Manager at South Africa’s flagship airport, O.R. Tambo International, where she played a significant role in successfully implementing and embedding the customer care strategy in the newly formed Customer Care department and airport community at large. Before joining Airports Company South Africa in 2013, she acquired experience at Discovery Health and Momentum, where she played a leading role in implementing their Customer Service and Relationship Management strategies respectively and has more than 10 years of success as a customer experience specialist.
In her current role, she continues to demonstrate strong leadership skills in developing strategies, project leadership and implementing world class initiatives that increase stakeholder and passenger satisfaction. Her ability to successfully organize and lead teams makes her an asset to any organisation.
Ms. Boinamo holds a post-graduate diploma in Business Administration, a degree in Communications Science, and has successfully completed the International Executive Development Programme with Henley Business School.
Paul H. Bradbury
Portland International Jetport
Paul H. Bradbury, P.E., is the Airport Director for the Portland International Jetport (PWM) in Portland, Maine. Mr. Bradbury has served in several positions at the Portland International Jetport since August 1992. He was appointed to his current position of Airport Director in 2008. In this position, he is responsible for the overall management, operations and planning for the Jetport.
The Jetport under Mr. Bradbury’s leadership completed the largest capital improvement program in its history. The program included the completion of a new parking garage, a 137,000 square foot terminal expansion, an aircraft deicing fluid capture facility, and the rehabilitation of the north/south runway.
These projects have placed PWM on the forefront of sustainable design. The terminal expansion was only the second terminal project in the country to receive the US Green Building Council’s LEED Gold certification. The aircraft deicing fluid capture facility recently received the ACI-NA 2018 Environmental Achievement Award for Mitigation.
PWM reached record passenger volumes for the past two years as it has focused on service and its value proposition to customers.
Mr. Bradbury is a licensed professional engineer with a B.S. in Engineering from Rensselaer Polytechnic Institute. He is an avid runner, triathlete, and snowmobiler.
Senior VP External Relations & Business Development
Moscow Domodedovo Airport
Daniel Burkard hails from Munich and worked in both Munich airport as well as for Aero Lloyd German airlines and in advertising agencies before joining British Airways in 1994.
In his eleven years in the airline he worked in alliances, started up British Airways in the Baltics, was in charge of security for BA’s activities in Frankfurt airport and later key account manager for financial institutions and travel agency chains in Germany. In 1997 BA put him in charge of their business in Ukraine and in 1999 appointed him Area Manager Eastern Europe, based in Moscow.
In 2005 Daniel moved as the first foreign top manager to the Moscow Domodedovo Airport group where he founded the Domodedovo Airport Development company, before taking responsibility for aviation business and route development at what quickly became Eastern Europe’s largest airport. In 2014 Daniel started to develop the non-aeronautical income from the terminal and from 2016 the new Airport City and Aerotropolis, growing around Moscow's most international airport. As from beginning of 2018 Daniel Burkard, who is also a deputy airport director, is heading the new directorate for external relations of the Moscow Domodedovo Airport group and is also in charge of business development.
Between 2002 and 2005 Daniel Burkard was elected for three consecutive terms as chairman of the Airline Committee in the Russian Federation. Between 2012 and 2018 he was on the board of Airport Council International (ACI) Europe and as from 2016 also on the ACI World governing board.
Daniel Burkard studied business management and history in Munich, graduated from the Bavarian Academy for Advertising & Marketing and completed post-graduate management studies at the University of the Witwatersrand, Johannesburg. He has been guest lecturing at universities in England and Russia.
Kevin M. Burke
President and CEO
Airports Council International - North America
Kevin M. Burke
Kevin M. Burke joined Airports Council International – North America (ACI-NA) as President and Chief Executive Officer in January of 2014. Since he joined ACI-NA, Burke has expanded ACI-NA’s reach and influence as the Voice of Airports® in North America by amplifying the important role airports play in our everyday lives, unifying the industry behind shared priorities, and advancing a common cause with non-traditional allies.
In addition to his proven government relations background and immense experience managing associations, Burke is a visionary leader who serves the airport industry as a passionate advocate for legislative and regulatory policies that strengthen the ability for airports to serve their passengers, customers, and communities.
Prior to joining ACI-NA, he served for 13 years as President and CEO of the American Apparel & Footwear Association (AAFA). Growing its member programs, its financial position, its standing on Capitol Hill and around the world are among his many accomplishments at AAFA.
Burke began his career in 1979 at the Republican National Committee and later the Reagan-Bush Presidential Campaign, where he served as Outreach Director for the campaign’s Nationalities Division. Following the campaign, he moved to Capitol Hill to work as a legislative assistant and later press secretary to Representative Norm Lent (R-NY).
Senior Vice President - Airport, Passenger, Cargo and Security
Currently IATA’s Senior Vice President for the Airport, Passenger, Cargo and Security Division, Nick is responsible for IATA’s relations with Airports, Fuel supply, Passenger experience, Cargo, Security and Ground Handling for IATA Member airlines and industry partners around the world.
Nick built his career in Air Canada and its subsidiary Jazz where his last role was as Air Canada Vice President for Airport, Call Centers and Customer Relations, a position he held from 2013 to 2014. He brings with him a wealth of experience covering flight and airport operations, human resource management and government relations.
He completed his studies in Political Science at Memorial University of Newfoundland and Labrador. He enjoys the great Canadian sport of ice hockey among other pastimes when he is out of the office.
Ugo de Carolis
Aeroporti di Roma Spa
Ugo de Carolis
Ugo de Carolis started his career at Procter & Gamble, where he stayed for five years, in different capacities within the production area, both in Italy and abroad. In 1997 he joined General Electric and, in 2002, he became Managing Director of the GE Capital sector dealing with the long-term rental of company fleets. In November 2003, he took up the role of Managing Director for Leasys, part of the Fiat group, leading company in the Italian long-term rental market. In 2007 he moved to Chicago where he was put in charge of the after sales department within CNH, a Fiat group company that produces and markets farm and earthmoving machines.
On September 2008 Mr. de Carolis entered the Autostrade per l'Italia group as Managing Director for Telepass, Company created to undertake activities in relation to the release, marketing and management of electronic payment systems.
He was appointed Chief Executive Officer of Aeroporti di Roma Spa on April 2016.
Autism Nova Scotia
An innovative and visionary leader, over the last 10 years Autism Nova Scotia’s Executive Director, Cynthia Carroll, has been instrumental in creating a legacy of growth and success for autism supports and services in Nova Scotia. Bringing the autism community together to build a robust network of Chapters, Cynthia has led the development and delivery of best practice program models that have been replicated across the province, and she has been crucial in influencing and developing policy at the provincial and federal level. Cynthia actively participates in numerous cross-disability tables, panels, and working groups.
As Chair of the Canadian Autism Spectrum Disorders Alliance (CASDA), Cynthia collaborates with autism community leaders and professionals across the country, and champions the need for a comprehensive National ASD Framework.
Cynthia embodies determination, empathy, compassion, and drive in her service to the 1 in 66 Canadians living with autism – and the impact of her work has been felt across the country. She was recently recognized by The Craig Foundation in the naming of a $1,000,000 gift to create the Cynthia Carroll Endowment for Autism, ensuring that Cynthia’s name will continue to be synonymous with the continuing mission of Autism Nova Scotia in perpetuity.
Joyce F. Carter
President and CEO
Halifax International Airport Authority
Joyce Carter is President and Chief Executive Officer of Halifax International Airport Authority (HIAA). Joyce joined HIAA in 1999, and since then she has been integral in HIAA’s growth and development, becoming Chief Financial Officer in 2006, Chief Strategy Officer in 2008, and President & CEO in 2014.
Ms. Carter is a board member of the Airports Council International (ACI) World Governing Board and is Vice Chair of the Canadian Airports Council, and currently serves as Board member and past President of the Board of Directors for the Atlantic Canada Airports Association. She also proudly serves as a member of Dalhousie University’s Board of Governors, and Vice Chair of the Board of Directors of the Waterfront Development Corporation Ltd.
She is past Chairwoman of the Halifax Gateway Council, a public/private group formed to pursue multi-modal transportation opportunities in the region, and served as a Board Member of the Board of Trustees of the Mental Health Foundation of Nova Scotia for nine years.
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, and was named one of Atlantic Canada’s Top 50 CEO’s by Atlantic Business Magazine in 2017 and 2018.
Associate Director, Airport Service Quality (ASQ)
Dimitri Coll is the Associate Director, Airport Service Quality (ASQ) at ACI World. His main responsibility is to manage the ACI ASQ programme, which guides airports toward improving their customer experience excellence across numerous touchpoints of a passenger’s journey.
Dimitri Coll holds a BBA (1998) and an MSc in Marketing (2000) from Hautes Etudes Commerciales (HEC) in Montreal, Quebec. With nearly 20 years of experience in marketing across a variety of industries, he is an expert in product management, customer experience and marketing research. In previous roles, Dimitri was in charge of customer experience management and service design for Hydro-Quebec, as well as product management and new product design for National Bank Insurance and telecommunications company Videotron.
In addition to his work at ACI World, Dimitri teaches marketing research and market analysis at HEC Montreal.
Interim Executive Vice-President
Tim is presently WestJet’s Interim Executive Vice-President of Commercial. In February 2003, Tim joined WestJet as a Project Manager and has also held the positions of Manager, Operations Strategic Planning, Director, Corporate Development and Director, WestJet Vacations Operations. In December 2012, he was appointed Vice-President and General Manager of WestJet Vacations where he was instrumental in overseeing the significant growth of WestJet Vacations through strategic planning, sales, marketing, product, operations and guest experience. Tim was appointed WestJet’s Interim Executive Vice-President of Commercial in March 2018 and is an integral part of WestJet’s executive team having served with the company for over 15 years. Originally from the UK, he holds a Bachelor of Science in Industrial Engineering degree and now lives in Calgary with his family.
President & CEO
Mental Health Foundation of Nova Scotia
Starr Cunningham - Gala MC
Starr Cunningham is the President & CEO of the Mental Health Foundation of Nova Scotia. An acclaimed journalist, best-selling children’s author, and dedicated community volunteer, Starr holds an Honours Journalism Degree from the University of King’s College.
Starr is the Co-Chair of the Nova Scotia Minister’s Panel on Innovation in Mental Health & Addictions. She is a National Recipient of a Difference Makers - 150 Canadians Leading for Mental Health Award from CAMH – Centre for Addiction and Mental Health. She is the 2017 Halifax Business Awards Business Person of the Year Silver Recipient and the Northwood Foundation 2017 Live More Advocacy Award Winner. Starr currently serves on the Bell Let’s Talk Community Fund Advisory Committee for the Atlantic Region, the Nova Scotia / Prince Edward Island St. John Ambulance Board of Directors and the Moore Suites Advisory Board.
Starr writes a monthly column for the provincial publication, Senior Living and is a regular contributor to Our Children magazine.
President and CEO
Great Toronto Airports Authority
Howard Eng has been President and CEO of the Greater Toronto Airports Authority (GTAA) since 2012. The GTAA manages and operates Toronto Pearson International Airport, which ranked fifth on aviation data leader, OAG’s, list of the Top 50 International Megahubs in 2017.
Under Howard’s leadership, Toronto Pearson is pursuing its vision of becoming the best airport in the world. In 2017, Toronto Pearson’s collective efforts were acknowledged when it was awarded with Best Large Airport in North America (serving more than 40 million passengers) by Airports Council International, the global organization representing the world's airports.
Prior to joining the GTAA, Howard was Executive Director, Airport Operations at Hong Kong International Airport (HKIA). During his 17-year tenure as a member of the senior management team, HKIA became one of the world’s largest international hubs and won more than 40 Best Airport awards.
Howard graduated from the University of Alberta. He began his career with Transport Canada and later worked as Vice President of Operations at Edmonton International Airport.
Anna Maria Francinelli
Benchmarking for Services Quality, Customer Care Department
SEA Milan Airports.
Anna Maria Francinelli
Anna is an expert aviation professional. She joined SEA Group (Milan Airports Managing Company) in 1989 working as front-line agent and Airport Control Center employee for the handling company. She entered SEA Quality Department supporting the achievement of the Quality Certification ISO 9001 and Audit Program. Since 2009, she has been in charge of Benchmarking for Services Quality in Customer Care Department with the commitment to contributing to more efficient operations in compliance with regulations and Service Level Agreements and the development of new services to continuously improve the Passengers’ Experience. She is supporting airport business processes learning from best practices in the aviation and non aviation market. She has initiated and is maintaining appropriate contacts with comparable Italian and foreign airports in order to provide, in terms of service improvement, a comprehensive and effective information on: qualitative targets, actions taken, results achieved by airport companies ("best practices").
She participates in structured international benchmark projects promoted by institutional actors (ACI ASQ, EAPN European Punctuality Network) with the greatest European airports
President and CEO
Aeroport de Quebec Inc.
Gaëtan Gagné has been involved with Québec City Jean Lesage International Airport (YQB) for the last two decades, first, as Board member (1997-2017), then as Chairman of the Board and President of the Executive Committee (2001-2009) and, since 2010, as President and CEO.
Under his leadership, YQB airport traffic has doubled as a result of a strong Passenger First® focus and a $500 million investment program leading notably to the construction of two major terminals.
He was involved in the Armed Forces as Honorary Colonel of the 35th Canadian Service Battalion. In 2012, he was awarded The Queen Elizabeth II Diamond Jubilee Medal. Finally, in 2015, in recognition of his 12-year loyal service with the Forces, he received the Canadian Distinction decoration (C.D.).
He is a member among others of the American Association of Airport Executives, the Canadian Airports Council, the World Future Society and the National Association of Corporate Directors. Gaetan recently followed an in-depth training with the Oxford University regarding the emerging blockchain technologies.
4QD Strategy Consulting LLC
Peter is President of 4QD Strategy Consulting LLC, and advises clients and provides practical implementation assistance in matters of strategy and organization effectiveness. He has served as Director of Strategy Management for the Wayne County Airport Authority, operator of Detroit Metropolitan and Willow Run Airports, where he was responsible for developing and maintaining the Authority’s strategic focus on increasing customer satisfaction and operational efficiency. He also worked closely with the Authority’s senior management, facilitating the development, implementation, and evaluation of new initiatives to meet the dynamic demands of the stakeholders at one of the world’s busiest passenger airports.
Prior to joining the Airport Authority in 2005, Peter spent more than ten years working inside the diverse operational environments of companies such as GTE, AlliedSignal (now Honeywell), and Ford Motor Company. He holds a Bachelor’s degree in Economics from the University of Michigan, a Master’s in Business Administration from Wayne State University, and is an accredited International Airport Professional (IAP).
Peter recently served as Vice Chair of the International Air Transport Association’s (IATA) Passenger Facilitation Working Group, collaborating with representatives from airlines, airports, and governments around the globe to improve passengers’ international journeys. He has served on Airports Council International’s (ACI) World Facilitation and Services Standing Committee, the Board of Directors for the Airport Minority Advisory Council (AMAC) and global IAP Community of Practice Board.
Angela Gittens began her tenure as Director General of Airports Council International (ACI World) in 2008. She was formerly airport CEO for Miami and Atlanta and Deputy at San Francisco International Airport. In other previous roles, Gittens served as Vice-President, Airport Business Services for HNTB Corporation, where she led the firm’s practice in airport business and strategic planning. And as Vice-President at TBI Airport Management, she oversaw the transition to private ownership of London Luton Airport and managed operations contracts at several airports in the US and Canada.
Gittens is a Fellow of the Royal Aeronautical Society, and has served on numerous aviation industry boards and committees including the FAA Management Advisory Committee, the FAA Research, Engineering and Development Committee, the National Civil Aviation Review Commission (“the Mineta Commission”), the Executive Committee of the Transportation Research Board, the Airport Cooperative Research Program Oversight Committee and the Board of Directors of JetBlue Airways.
Canadian Airports Council
Daniel-Robert Gooch is president of the Canadian Airports Council, where he oversees operations at the Canadian division of Airports Council International-North America. He was promoted to the position after serving five years as director of communications and policy.
Daniel has more than 16 years experience in marketing, public relations, and publishing, particularly in the aviation and technology sectors. Prior to joining the CAC, he was publisher and editor of Commercial Aviation Today, a Montréal-based daily electronic news publication for airline industry executives around the world. After founding the publication in 2003, Daniel built its readership to 8,700 airline industry leaders on nearly every continent. He also was involved in marketing, media relations and event planning for the publication’s parent company.
Previously, Daniel was vice president of strategic planning for Atlanta-based Gelignite Communications. In this position, he managed the firm’s public relations and interactive marketing efforts for its U.S. and Canadian clients in the financial, healthcare and business-to-business technology sectors. He also has held a series of successively senior positions in marketing and media relations for firms in Atlanta, Coral Gables, Fla. and Montréal.
Daniel is an honours graduate in political science and history from Concordia University in Montréal.
Charles A Gratton
Vice President, Commercial Services and Real Estate Development
Aéroports de Montréal
Charles A Gratton
Charles A Gratton holds a bachelor’s degree in Business Administration with Honors in Marketing from the University of Ottawa. He occupies the function of Vice-President, Commercial Services and Real Estate Development at Aéroports de Montréal (ADM) since October 2011. His vice-presidency includes the responsibility of all non-aeronautical commercial activities, Real Estate Development along with Parking and Ground Transportation. He possesses extensive business development experience having spent most of his career in Retail and Real Estate Development roles at publicly traded companies.
Paul Hollingsworth - Gala MC
Born and raised in Halifax, Paul Hollingsworth is a long time broadcaster with more than two decades of experience. For 18 years Hollingsworth was an anchor/reporter for CTV Atlantic. Following his time at CTV, he joined TSN and has reported from some of the biggest sporting events in North America and around the world. Highlights of his career include reporting from the MLB World Series, World Baseball Classic, Super Bowl, 2006 FIFA World Cup in Germany, Stanley Cup and NBA Playoffs, Tim Hortons Brier and IIHF World Junior Championship.
Managing Director, Airports Customer Experience
Marc-Andre is Air Canada’s Managing Director, Airports – Customer Experience, where he has global oversight for Air Canada’s Concierge and Premium Products, as well as overall responsibility for Customer Service delivery at Air Canada’s airports in North America. He is currently developing and implementing strategies to further strengthen the airport travel experience.
Since joining Air Canada in 2011, Marc-Andre has held several key roles that have influenced the customer experience.
Marc-Andre’s customer service philosophy is simple: the word “no” doesn’t exist; there are always options we can offer. It’s a philosophy that he’s applied to elevate the airline’s Concierge service for its most frequent travellers by introducing a 24-hour service desk, enhancing the Concierge training program, developing service standards, launching an app that the Concierge use when assisting customers, and promoting a full-service excellence concept. He was also involved in the development of the Premium Agent role.
Prior to joining Air Canada, Marc-Andre held customer service-oriented roles at Fairmont Hotels and Resorts where he created the vision and operational plan of Fairmont Gold.
Marc-Andre holds a Baccalaureate-Hospitality Business Management from Brig, Switzerland.
Mumbai Chhatrapati Shivaji International Airport
Mr. R K Jain is the Chief Executive Officer of MIAL. He has vast experience of infrastructure sector spanning steel, telecom, aluminum and airports. He joined Mumbai International Airport Ltd. in 2006 when the airport was privatized and has been intensely involved to ensure successful implementation of the project and successful operations of CSI Airport. He successfully mentored the management team of Mumbai Airport to initiate various improvement projects for enhancement of passenger experience, improvement in quality and safety standards and his unwavering commitment to service quality resulted in steep increase in service quality rating of the airport.
Recently, Mr. R K Jain led the team to win the concession for second airport of Mumbai. Concession for Navi Mumbai Airport is on Design, Build, Finance, Operate and Transfer (DBFOT) basis. Ultimate capacity of the new airport will be 90 million passengers per annum.
Mr. R K Jain has an excellent academic track record and is a member of various Indian and International Institutes viz. Institute of Chartered Accountants of India, Institute of Company Secretaries of India, Institute of Cost Accountants of India, Institute of Chartered Secretaries and Administrators, UK and Chartered Global Management Accountant (CGMA), powered by two of the world’s leading accounting organisations, AICPA (the American Institute of Certified Public Accountants) and Chartered Institute of Management Accountants (CIMA).
Senior Vice President (Passenger Experience) of Airport Operations Management Division
Changi Airport Group (CAG)
Mr. Albert Lim is the Senior Vice President (Passenger Experience) of Airport Operations Management Division at the Changi Airport Group (CAG). He oversees the passenger terminal operations and quality service management at Singapore Changi Airport. Together with his passionate CAG colleagues and collaborative airport partners, they strive to provide high level of operational efficiency and excellent passenger experience at Changi Airport, the world’s most awarded airport.
Prior to his appointment in Airport Operations Management, Albert was the Vice President of Cargo & Logistics Development, responsible for the air cargo and logistics business at Changi Airport, managing a global clientele of air express integrators, cargo airlines, third party logistics companies and freight forwarders. During his tenure from 2009 to 2012, he led the successful development of the new Air Cargo Express (ACE) Hub with FedEx Singapore at Changi Airport, a unique first-of-its-kind air cargo express infrastructure in the region.
Before joining CAG in 2009, Albert was the Head of Logistics/Supply Chain Management (SCM) Cluster at the Singapore Economic Development Board (EDB). He led EDB’s efforts in developing Singapore as a leading global logistics hub and key supply chain node for global logistics companies and manufacturers. From 2003-2007, Albert was part of EDB’s Global Operations Division and was based in London. He served as a Centre Director and managed all strategic business engagements between the Singapore government and companies in the Benelux region.
Airports Company South Africa
Mr. Bongani Maseko began his tenure as Chair of ACI World on 1 January 2018. He succeeds Mr. Declan Collier, who chaired the Board from January 2016.
Mr. Maseko joined Airports Company South Africa in 1999 and was formally appointed as CEO in May 2013 (title formerly known as Managing Director). In 2011, Mr. Maseko was appointed as Acting Managing Director, following seven years as the company’s Group Executive: Airport Operations. His responsibilities included the day-to-day operations at all the company’s airports. Prior to his role in Airport Operations, he also spent three-and-half-years leading O.R. Tambo International Airport as General Manager.
Mr. Maseko has a BSc degree in Aviation Business Administration from Embry-Riddle Aeronautical University in Florida (USA), where his studies focused on airport and airline management. He continued his studies at the University of California in Airport Systems Planning and Design and Airport Ground Transportation Planning. He gained considerable experience at San Francisco International Airport in the USA, where he worked for eight years. Mr. Maseko’s broad experience in the airport industry will help him carry out ACI World’s mandate and strategy.
Cincinnati/Nothern Kentucky International Airport
Candace McGraw was appointed Chief Executive Officer of the Cincinnati/Northern Kentucky International Airport (CVG) in July, 2011. Since joining CVG, Ms. McGraw has focused on positioning the airport for the future by completing a 2035 Master Plan Study; attracting both domestic and international low cost air carriers; consolidating operations into a renovated terminal facility; and diversifying revenues through targeted cargo, land and concessions improvements.
Since becoming CEO, landing fee expenses paid by carriers have been reduced by 50%; local passenger growth has increased by 63%; CVG’s annual economic impact has grown 22%; and approximately 250 acres of land have been developed for commercial and non-aviation use. CVG will also become the home to Amazon’s new Prime Air Cargo hub and is currently home to the North American superhub for DHL—its second largest global operation.
Ms. McGraw is proud to lead a team that has been recognized as the Best Regional Airport in North America for seven of the last eight consecutive years. CVG was also recognized as the World’s Best Airport serving 5-10 million passengers by Sky Trax World Airport Awards.
Ms. McGraw is also proud to serve as chair of Airports Council International-North America.
CEO / Founder
Shashank Nigam is a globally sought-after consultant, speaker and thought leader on airline branding and customer engagement strategy. He is the Founder and CEO of SimpliFlying, one of the world’s largest aviation marketing firms working with over 80 aviation clients in the last ten years. Nigam is also the youngest winner of the Global Brand Leadership Award and has addressed senior executives globally, from Chile to China.
Nigam’s impassioned and honest perspectives on airline marketing have found their way to over 100 leading media outlets, including the BBC, CNBC, Reuters and Bloomberg, and into leading publications such as the Wall Street Journal and the New York Times. He writes a dedicated monthly column in Flight’s Airline Business, challenging the typical assumptions about airline marketing. His new book on airline marketing, SOAR, is an Amazon bestseller that’s shaking up the industry and inspiring other industries to learn from the best airlines. He hosts a popular Live daily show on Facebook and Twitter discussing aviation marketing, entrepreneurship and work culture.
Nigam studied Information Systems Management and Business Management at Singapore Management University and Carnegie Mellon University. Born in India, raised in Singapore, he now lives with his wife and two young daughters in Toronto.
Joanne Paternoster’s career has afforded her the opportunity to serve in both line and staff functions in the Aviation industry. She is recognized for her customer experience management expertise.
Before launching a successful career as a management consultant, Joanne served as director of Customer Services and Standards for the Port Authority of New York and New Jersey which owns and operates John F. Kennedy International, Newark Liberty International, Atlantic City International, Stewart International, Teterboro, and LaGuardia Airports. She was responsible for spearheading the development and implementation of the Port Authority’s Airport Customer Service Improvement Program, the foundation of which is still utilized there today and the first Airport Customer Service Manual that has been used as a benchmark by airports around the world.
Some of Joanne’s other airport clients include Airports Company South Africa (ACSA), which operates 9 airports in South Africa, Brazil, and Mumbai; Metropolitan Airports Commission (MAC), which operates MSP International Airport; the San Antonio Aviation Department; Oakland International Airport; GAIA Inc. which operates Grantley Adams International Airport in Barbados; Grupo Aeroportuario del Pacifico, (GAP) which operates 12 airports in the Pacific region of Mexico including Guadalajara, Tijuana, Puerto Vallarta, and Los Cabos International Airports.
Christopher A. Poinsatte
Executive Vice President and CFO
DFW International Airport
Chris Poinsatte was appointed Executive Vice President-Chief Financial Officer for the Airport in September 2003. He is responsible for finance, treasury, strategic planning, performance measurement, information technology, and the airline business relationship.
Mr. Poinsatte recently completed the issuance of $7.5 billion of debt to restructure existing debt and to issue new debt to finance DFW’s terminal renewal program. He is focused on implementing DFW’s new Strategic Plan, negotiating a new long-term business relationship with the airlines including terminal expansion, and introducing new technologies to enhance the customer experience.
Mr. Poinsatte has held executive leadership positions in a wide range of international, private, and government organizations. Prior to joining the Airport, he was the Chief Financial Officer of NextJet Technologies, Inc., a start-up transportation management and logistics software company. Before that position, he served as the Chief Financial Officer for the Dallas Area Rapid Transit (DART) where he developed DART’s $2.9 billion financing program for its light rail expansion.
Mr. Poinsatte has received the Public Sector CFO of the Year Award from the Dallas Business Journal, the Fort Worth Business Press and D CEO Magazine. He graduated from the University of Notre Dame, is a Certified Public Accountant, and a frequent keynote speaker at various community and industry conferences.
Deputy Director General - External Affairs
Michael Rossell joined ACI World in 2012. He is responsible for developing relations with ICAO and other international organizations across the full spectrum of civil aviation policy matters. He also has overall responsibility for aviation security, APEX in Safety and developing policy on APEX in Security; Global Training; environmental protection; and, corporate policy matters including finance, human resources and deputing for the Director General in her absence.
From 2006 to 2012, he was the United Kingdom Permanent Representative and, in 2011/12, First Vice President of the ICAO Council. He has extensive experience of international civil aviation regulation and policy making, in particular where these regulations and policies have a direct impact on the safe, secure and sustainable development of international air transport.
Previously, Michael was the UK Transport Attaché to the European Union (2003 to 2006) where he chaired the transport working groups during the UK Presidency of the EU. He brokered European agreements on the legislative framework for Community action to improve air safety and on new rights for passengers with reduced mobility travelling by air. He has also represented the UK in taking forward policy on other aviation issues including market liberalisation, slots, insurance, security, safety and on environmental protection.
Deputy Director General - Programmes and Services
Mr. Rostworowski worked for Canada 3000 airlines where he managed operations for Montreal and other regions. He later worked for Air Canada’s Corporate Real Estate department, managing the airline’s real estate installations for different cities, as well as rates and charges at different airports. On the airport side, he joined Aéroports de Montréal’s (ADM) Business Development department in 2003, having as his main objective the identification of new types of products, services and technologies to be introduced at Montreal-Trudeau International Airport to improve passenger processes and increase revenues. He was also tasked with anticipating the evolution of the installations according to technological changes in the industry, in addition to being very involved in a subsidiary of ADM, called Aéroports de Montréal Services (ADMS), providing various airport services, from operations to real estate and airport management.
Mr. Rostworowski joined ACI World in early 2015 to provide guidance and support to the airport community in terms of standards, recommended practices and industry collaboration to identify how to best improve passenger processes and the overall travel experience while ensuring safety and security at all touchpoints of the journey. His responsibilities also include Airport Security and the ACI Airport Service Quality (ASQ) programme, which helps airports benchmark their performance where passenger service is concerned and gain a better understanding of their passengers’ needs.
President & CEO
As President and Chief Executive Officer of Edmonton Airports, Tom is responsible for the management and operation of Edmonton International Airport (EIA), Canada’s fifth business airport, and Villeneuve Airport which serves the Region’s general and recreational aviation sectors.
Under Tom’s leadership, EIA has seen significant growth in both passenger and air cargo service, connecting the Edmonton Metropolitan Region with direct flights to over 50 destinations within Canada, the US and Europe. Tom has also advanced the Airport City development at EIA, with more than 700 million dollars in private investment.
Prior to joining Edmonton Airports, Tom was President of Halifax International Airport, and was formerly President of Canadian North Airlines. He has also held senior executive positions throughout North America in the cargo and logistics industries.
Tom represents Canada on the Airports Council International (ACI) World Governing Board. He also serves on the Airports Council International – North America (ACI-NA) Board of Directors and is a Director and past Chair of the Canadian Airports Council (CAC).
Former Disney Parks Cast Member, Marketing and Public Relations Manager of Chocolats Favoris
As a Disney Parks Cast Member for 15 magical years, Angela led the strategy and direction for Public Relations and Broadcast in Canada. Angela hosted media friends that worked with her to create engaging editorial content at Walt Disney World in Florida, Disneyland in Southern California, Aulani - a Disney resort in Hawaii, and aboard Disney Cruise Line ships. She mastered the skill of building relationships and Guest Relations that started with Walt Disney himself, who’s legacy and leadership lessons continue to be emulated throughout the world. Although she lost count, she has visited a Disney Park at least 100 times throughout her Disney career. Angela now serves as Marketing and Public Relations specialist with prestigious firm, Chocolats Favoris – an international master chocolatiers specialist, headquartered in Canada.
Lysa C. Scully
General Manager of LaGuardia Airport
The Port Authority of New York & New Jersey
Lysa C. Scully
With more than 30 years of business experience at the Port Authority, Lysa is the chief executive of LaGuardia Airport, ranked the United States 20th largest airport. She leads a team of 400 staff in the operation, maintenance and development of the airport with the mission to provide a safe, secure, and quality customer experience for the traveling public, and a great workplace for on-airport employees. Lysa must ensure the continuity of airport operations while overseeing investment of more than $8 billion to create a 21st century airport for New York. Preceding her appointment as General Manager in 2013, she served as the Airport Deputy General Manager. In addition to her airport leadership roles, Lysa spent thirteen years as a senior executive in the Aviation corporate offices, where she delivered the iconic Customer Care brand and Customer Service Standards Programs that are a hallmark of Port Authority airports. Prior to joining the Aviation sector, Lysa demonstrated her leadership in a wide range of other business areas at the Port Authority, including serving a two-year appointment as Corporate Secretary of the Agency, an elected officer. Lysa has an MBA in Finance from Pace University, a BS in Accounting from Rutgers University, and an Airport Certified Employee (ACE) designation from the American Association of Airport Executives.
President / Founder
Brian Shapiro is a dynamic communication expert, author, and keynote speaker with 20+ years experience in consulting, training, higher education, and the performing arts. Brian is the founder and president of Shapiro Communications, a professional development company that provides workplace communication workshops and training programs to organizations in the airport, technology, transportation, hospitality, and government sectors. Clients include Philadelphia International Airport (PHL), Louisville Airport Authority (SMF), Portland International Airport (PDX), Comcast and IBM. Brian is the author of two books, Exceptionally Human: Successful Communication in a Distracted World, and The Exceptionally Human Airport Experience. On the faculty at the University of Pennsylvania, he attended a doctorate program in Performance Studies at The University of Texas at Austin, and holds a BA (San Diego State University) and MA (San Francisco State University) in Communication Studies. A dedicated tai chi and yoga practitioner, Brian’s written and performed in numerous original theatrical productions and is the vocalist/lyricist for the Paris-based musical trio, Grand Plateau. Born and raised in California, Brian and his family currently live in Philadelphia.
Rafael Alberto Smith
Director of Operations Land Side & Cargo
Punta Cana International Airport
Rafael Alberto Smith
Mr. Rafael Alberto Smith is the Director of Operations Land Side & Cargo at Punta Cana International Airport; a private airport and the busiest in the Dominican Republic receiving 67% of the country’s traffic.
Prior to becoming part of the airport team, Mr. Smith was the Managing Director of Operations at Cap Cana, the largest Real State project of the Dominican Republic and the Caribbean offering 5 Start Hotels, Fine Restaurants, Golf Courses, Marina.
Mr. Smith has 20 years of management experience in the hotel industry in different countries throughout the Caribbean and South America.
Mr. Smith holds a Bachelor’s Degree in Hospitality Management from the Universidad Iberoamericana (Unibe), an MBA – UNIBE-FIU in International Business, and an Advanced Hospitality Management Certification from the Cornell University. In 2011, he was certified by the Airport Management Professionals Accreditation Programme (AMPAP), sponsored by Airport Council International (ACI), as an International Airport Professional (IAP) and thus becoming part of a very exclusive group of elite airport professionals around the world.
Mr. Smith is a member of the ACI World Facilitation & Service Standing Committee (WF&SSC) and an active member of the Rotary Club chapter Punta Cana-Bavaro.
President & CEO
Nassau Airport Development Company
Vernice Walkine joined Vantage Airport Group (formerly Vancouver Airport Services) in 2010 when she took a position with the Nassau Airport Development Company (NAD), as Vice President of Marketing and Communications. She was given the additional responsibility for Commercial Operations in February 2012, and on March 1, 2013 became the President & CEO.
Prior to joining Vantage, Ms. Walkine achieved more than 30 years of experience in tourism development and marketing. She was appointed Director General of the Bahamas Ministry of Tourism in 2005, the highest technical post in the Bahamas tourism industry. Under her leadership the tourism industry achieved a number of firsts, including the achievement of 5 million visitors in a year.
Ms. Walkine currently serves on a number of Boards and Committees, including the Bahamas Hotel & Tourism Association’s Executive Committee, and is the Co-Chair of the Downtown Nassau Partnership. She is also a member of the Zonta Club and an Honorary Board Member of Hands For Hunger, a non-profit organization providing food for the hungry each day.
Ms. Walkine holds a Bachelor of Arts Degree in Foreign Languages from Elmira College, Elmira, NY, and a Masters of Business Administration (Cum Laude) from the University of Miami.
Business Change Manager
Graham is a highly experienced Operational Readiness Manager specializing in Process Development and Business Change in the aviation industry. Delivering successful transformations at Heathrow for 15 years, he previously worked with DHL Aviation and British Airways responsible for improving networks and maximizing revenue.
Graham defined the ground-breaking multi-airline check-in processes for the new Terminal 2: The Queens’ Terminal, collaborating with the 23 Star Alliance airlines to enable any passenger to check-in for any airline, on any desk.
Graham is currently working on one of the world’s largest automation projects. He is designing and delivering the tactical operational readiness requirements needed to bring varied self-service technologies into live operation across several terminals, to ensure a great experience for the 78m annual passengers and 76,000 staff at Heathrow.
Graham has a B.Sc. in International Transport from Cardiff University, and is a Chartered member of the Institute of Logistics and Transport. He is a long standing member of the Heathrow Crisis Management Team, and has been involved in the strategic recovery of the airport from incidents over the years.