Airport Experience® News - Leadership Issue 2024

DECEMBER 2024 / JANUARY 2025

FRIENDS AND COLLEAGUES OFFER KUDOS FOR DOYS

RETIRING DIRECTORS SHARE PAST SUCCESSES, FUTURE PLANS

EXECUTIVES PRAISE THE POWERFUL IMPACT OF MENTORSHIP

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Doug Kreulen Metropolitan Nashville Airport Authority

Jesus Saenz San Antonio International Airport

Kelly Campbell Lubbock Preston Smith International Airport

Congratulations, Directors of the Year! Congratulations to Doug, Jesus, and Kelly for being honored with the well-deserved Director of the Year awards. Their outstanding leadership and dedication in their respective airports and in our overall industry is greatly respected and appreciated.

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12 Director Of The Year – Large-Hub Airports

Nashville International Airport’s Doug Kreulen has won the honor of Director of the Year in the large airports category. His guidance of BNA’s expansion has the industry buzzing, and there’s more to come as BNA continues its rapid growth. 18 Kudos For Kreulen Doug Kreulen is praised for his vision for the future of BNA and his adroit but humble leadership. On top of that, colleagues say he’s an all-around nice guy. 20 Director Of The Year – Medium-Hub Airports Jesus Saenz is leading San Antonio International through a major expansion and renovation. He draws on a family-wide commitment to servant-leadership as he navigates the airport’s next phase. 28 Saenz In The Spotlight It often takes a “very big brain” to effectively run an airport, and colleagues say Saenz is in possession of one. He also is praised for his collaborative approach and industry knowledge. 30 Director Of The Year – Small-Hub Airports Kelly Campbell of Lubbock Preston Smith International Airport may be leading a small airport, but she’s wowed the North American aviation community with her commitment to the broader industry. She’s also ushered LBB into a new phase of growth. 36 Campbell’s Impact Kelly Campbell is described as a “numbers whiz” and a “great ambassador” in her role at Lubbock Preston Smith International Airport, and she’s highly touted for her board leadership at the American Association of Airport Executives during the tumultuous pandemic.

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38 Parting Ways Airport director retirements seem to be coming fast and furious. Eight who are departing their airport leadership roles share their successes and challenges, their succession strategies and their future plans. 44 Mentoring Moments The industry is abuzz with the importance of mentorship as airports and companies try to build and retain talent. Hear what several executives have to say about the process. 48 On Board Airports Council International – North America has opened its board to young professionals, who are non-voting but otherwise get a first hand look at how the trade group operates. The first three to win coveted board slots are eager to begin learning the ropes..

4 Letter From The Publisher 10 Data Check

Airport concessions sales leaders and per passenger sales leaders are identified in new data from the AX Fact Book, which was released in November.

51 Advertising Index 52 Before You Take Off

Syracuse Hancock International Airport tapped local university students to design its pre-security lobby. The results have won high praise.

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AX NEWS DECEMBER 2024 / JANUARY 2025

Andrew Tellijohn Senior Reporter Sally Kral Contributing Writer Sarah Beling Contributing Writer

TEAM

Barbara McCarter Portfolio Manager Chad Wimmer Senior Editorial Art Director Rae Lynn Cooper Production Manager Amanda Gochee Vice President, Marketing Strategy Katy Welch Senior Marketing Manager Tristan Lueck Marketing Coordinator Emma Vail Marketing Coordinator AXN ADVISORY GROUP Kim Becker, San Diego International Airport Derryl Benton, Avolta Zenola Campbell, Dallas/Fort Worth International Airport Bryant Francis, Cleveland Hopkins International Airport Mark Gale, Fort Lauderdale-Hollywood International Airport Eric Johnson, Nashville International Airport Roddy McOwan, WH Smith North America Pat Murray, SSP America Gregg Paradies, Paradies Lagardère Kevin Westlye, High Flying Foods

Melissa Montes Vice President/Publisher Carol Ward

Editor-in-Chief Nicole Watson Business Development Manager Sally Kral Contributing Writer Sarah Beling Contributing Writer John Quinnies Contributing Writer Barbara McCarter Senior Portfolio Manager Chad Wimmer Senior Editorial Art Director Rae Lynn Cooper Production Manager Amanda Gochee Vice President, Marketing Strategy Katy Welch Senior Marketing Manager Amanda Litwack Senior Digital Marketing Coordinator Emma Vail Marketing Coordinator

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Jesus Saenz Director of the Year Medium Airports Division San Antonio International Airport

CONGRATULATIONS TO THE 2024 DIRECTORS OF THE YEAR It’s an honor to partner with you to make a traveler’s journey as rewarding as the destination.

Kelly Campbell Director of the Year Small Airports Division Lubbock Preston Smith International Airport

Doug Kreulen Director of the Year Large Airports Division Metropolitan Nashville Airport Authority

DECEMBER 2024 / JANUARY 2025

Dear Valued Readers,

Welcome to the 2024 Leadership Issue of Airport Experience News, our 3 rd edition, in which we highlight many aspects of leadership and celebrate our 2024 Directors of the Year. This issue of Airport Experience News spotlights our three directors of the year for 2024: Doug Kreulen of Nashville International Airport (BNA) in the large airports category, Jesus Saenz of San Antonio International Airport (SAT) in the medium airports category and Kelly Cambell of Lubbock Preston Smith International Airport (LBB) in the small airports category. This year-end leadership issue is also special because of a unique feature on retiring airport directors. Retirements happen every year, of course, but the announcements have come at a steady pace over the past six months or so. Carol Ward, our editor-in-chief, spoke with eight directors who have announced their retirements, discussing everything from achievements and challenges to succession planning efforts to post-retirement plans. This issue continues to be one of our teams’ favorites to put together as we hear directly from many of the leaders helping to guide our industry forward. In this special issue we highlight the vision, grit, influence and innovation of leaders from many airports. I was personally inspired by all the leaders’ perspectives and the diversity of thinking. This issue caps 2024 for Airport Experience News Magazine – our first full year back to printed issues – and I’d like to take a moment in gratitude for all our advertisers and all of you, our loyal subscribers, for continuing to engage with AXN and support us keeping this industry we all love connected. Beyond the magazine, the AX Team is in the thick of planning for the 2025 Airport Experience Conference. Sessions are being filled with panelists, exhibitors and sponsors are signing up and a few new perks for attendees are all in the works. In addition, the AX Awards Committee is in the process of selecting the winners for the 2025 AX Awards. Cheers, thanks, and see you all soon in Washington D.C.!

Mel

Melissa K. Montes Vice President & Publisher Airport Experience News mel@airportxnews.com

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AX NEWS DECEMBER 2024 / JANUARY 2025

Congratulations From

DIRECTOR OF THE YEAR

LARGE AIRPORTS DIVISION

best local inspired store marshall retail group

DOUG KREULEN - Nashville International Airport

SMALL AIRPORTS DIVISION

MEDIUM AIRPORTS DIVISION

DIRECTOR OF THE YEAR

DIRECTOR OF THE YEAR

JESUS SAENZ San Antonio International Airport

KELLY CAMPBELL Lubbock Preston Smith International Airport

TD Garden Boston, MA

Southland Casino Hotel West Memphis, AR

Tenaya at Yosemite Fish Camp, CA

Morimoto Asia Disney Springs, FL

IN FOCUS:

Delaware North’s Culture Embodies a Spirit of True Hospitality When it comes to delivering exceptional hospitality, Delaware North stands apart.

The company draws from an unmatched depth of experience serving chef-prepared fare to fans and guests in high-volume, high-profile environments – ranging from world-renowned sports venues and national parks to experiential restaurants at Disney destinations. Beyond the dish, the company extends its signature hospitality as the owner and operator of premier hotels, resorts and casinos, delivering excellence at every touchpoint. This unique expertise enables the company to bring an unparalleled level of service to airport concessions, transforming ordinary travel moments into extraordinary experiences. At the heart of Delaware North’s success is its leadership and culture. Executives such as Amy Latimer, Scott Socha and Robert Thormeier embody the company’s commitment to hospitality-driven operations, leveraging insights gained from decades of managing some of the most demanding environments in hospitality. This culture of leadership extends beyond executive offices, influencing teams across the globe to consistently deliver excellence.

Latimer’s nearly 30-year journey with the company – which includes leading the Delaware North-owned-and-operated TD Garden, home of the Boston Bruins and Boston Celtics – reflects a legacy of innovation and customer focus. “What sets us apart is our unwavering focus on hospitality – it’s at the heart of who we are and how we operate,” said Latimer, Delaware North’s executive vice president and chief operating officer. “Our experience allows us to deliver exceptional hospitality across a broader range of high-volume industries than anyone else.” named one of Sports Business Journal’s “Game Changers,” the “WISE Woman of the Year” and a “Boston Business Power Player” by Boston Magazine. Now, as COO, she oversees operations for nearly 200 high-profile locations worldwide, including the 22 airports where Delaware North operates in the United States. Throughout her career, Latimer has earned widespread recognition, including being

Building a Legacy, Elevating Travel Hospitality

SPOTLIGHT ON LEADERSHIP

Amy Latimer Executive Vice President and COO, Delaware North Amy Latimer’s leadership blends visionary thinking with operational expertise. A veteran of the sports and entertainment industry, she brings a keen understanding of how to serve diverse audiences at scale. “Delaware North’s strength lies in our culture – a commitment to hospitality that spans industries and generations of leadership by the Jacobs family.”

Scott Socha Group President, Delaware North Travel, Parks & Resorts and Australia With a 25-year career at Delaware North that spans finance, business development and environmental stewardship, Scott Socha brings a holistic perspective to his leadership. As group president, he has redefined how the lines of business under his leadership focus on the guest experience, fostering continuous innovation to drive satisfaction and loyalty. By integrating lessons from Delaware North’s diverse subsidiaries, Scott champions initiatives that enhance both innovation and sustainability across the Travel division.

“We succeed by putting the guest at the center of our focus while leveraging insights and expertise from every corner of our organization. This ensures our travel experiences deliver the same exceptional quality and engagement found in our parks, resorts, restaurants and sports venues.”

A Global Leader in Hospitality and Entertainment.

DelawareNorth.com | To learn more about how Delaware North can delight your travelers, contact April Bivens at ABivens@delawarenorth.com or Jason Rickoff at JRickoff@delawarenorth.com

©2024 Delaware North

Robert Thormeier Chief Operating Officer, Delaware North Travel

In October 2024, Robert Thormeier transitioned to lead Delaware North Travel after 14 years in Delaware North’s sports hospitality division – underscoring the company’s emphasis on cross-functional leadership. Known for his operational excellence and focus on client relationships, Robert ensures Delaware North remains a trusted partner at airports throughout the United States.

“At Delaware North, operational integrity and customer focus are paramount. It’s what allows us to stand out in competitive environments.”

Michael Blake Regional Director of Operations, Delaware North Travel

Michael Blake oversees operations at a portfolio of Delaware North airport locations that includes his hometown of Charleston. With a background in managing high-pressure environments, including luxury resorts, he exemplifies how the company translates leadership into action.

“Every traveler deserves a moment of comfort and connection. That’s what we strive to deliver, every single day.”

Pia McDonough General Manager for Delaware North, Minneapolis-St. Paul International Airport

With more than 30 years at Delaware North, Pia McDonough has built a reputation as an exceptional operational leader in foodservice and retail. After two decades in Delaware North’s sports hospitality division, she brought her expertise to the Travel division in 2017. “True hospitality is about crafting moments that leave a lasting impression, staying with guests well beyond the service. It’s the thoughtful details and genuine care that transform ordinary experiences into unforgettable ones.”

DATA CHECK RISING TIDES Concessions Sales, Sales Per Enplaned Passenger Gained Ground In 2023, AX Fact Book Data Shows

BY CAROL WARD

2023 Top 5 Airports: Newsstand / TR Sales/Enplaned Passenger 2023 Top 5 Airports: Newsstand / TR Sales/Enplaned Passenger

2023 Top 5 Airports: Food & Beverage Sales/Enplaned Passenger 2023 Top 5 Airports: Food & Beverage Sales/Enplaned Passenger

2023 Top 5 Airports: Specialty Retail Sales/Enplaned Passenger 2023 Top 5 Airports: Specialty Retail Sales/Enplaned Passenger

$25.00 $25.00 $20.00 $20.00 $15.00 $15.00 $10.00 $10.00

$8.00 $8.00 $6.00 $6.00 $4.00 $4.00 $2.00 $2.00 $0.00 $0.00

$8.00 $8.00 $6.00 $6.00 $4.00 $4.00 $2.00 $2.00 $0.00 $0.00

$5.00 $5.00 $0.00 $0.00

JFK JFK

IAH IAH

EWR EWR

LAX LAX

FLL FLL

JFK JFK

IAH IAH

SFO SFO

EWR MSP EWR MSP

YVR YVR

JFK JFK

MIA MIA

IAH IAH

LAS LAS

2023 Top 5 Airports: Duty Free Sales/Enplaned Passenger 2023 Top 5 Airports: Duty Free Sales/Enplaned Passenger

$6.00 $6.00 $4.00 $4.00 $2.00 $2.00 $0.00 $0.00

ata compiled from 41 leading North American airports showed combined airport food

Hartsfield-Jackson Atlanta International Airport (ATL) had enplanements of 52.25 million in 2023 and total concessions sales (excluding lounges and passenger services) of $601 million. The world’s largest airport, ATL ranked third in concessions revenue generation among surveyed North American airports. It also led in overall food and beverage sales ($403.9 million) and specialty retail sales ($93.1 million). ATL trailed behind other leading airports, however, in newsstand/travel retail sales and duty free sales. In both categories. ATL did not rank among the top five. ATL’s high passenger volume put it among top performers in overall concessions sales, but the airport ranked 34 th in terms of sales per enplaned passenger. Travelers departing from ATL spent an average of $11.50 per person, well before the average of $14.79 recorded by the 41 leading airports in the rankings.

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and beverage and retail sales of just under $11 billion in 2023, according to new data released in the 2024 Airport Experience Fact Book. This marks the first time AX has recorded sales in excess of $10 billion. The date includes sales from food and beverage as well as specialty, duty free and newsstand/travel retail sales. It does not include sales from lounges/suites and passenger services. The average sales per enplaned passenger among those 41 airports rose to $14.79 in 2023, compared to $13.36 the year prior. In all, 85 airports shared date on enplanements, sales and contract expirations in the 2024 Airport Experience Fact Book. As expected, top performers in overall concessions sales were among the top 10 airports ranked by enplanements as well.

JFK JFK

YUL YUL

YYZ YYZ

LAX LAX

SFO SFO

2023 Top 5 Airports: Total Sales/Enplaned Passenger 2023 Top 5 Airports: Total Sales/Enplaned Passenger

$40.00 $40.00 $30.00 $30.00 $20.00 $20.00 $10.00 $10.00

$0.00 $0.00

JFK JFK

IAH IAH

LAX LAX

SFO SFO

MIA MIA

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AX NEWS DECEMBER 2024 / JANUARY 2025

DATA CHECK

2023 Top 5 Airports: Food & Beverage Sales

2023 Top 5 Airports: Specialty Retail Sales

2023 Top 5 Airports: Newsstand / Travel Retail Sales

$150,000,000

$100,000,000

$500,000,000

$400,000,000

$75,000,000

$100,000,000

$300,000,000

$50,000,000

$200,000,000

$50,000,000

$25,000,000

$100,000,000

$0.00

$0.00

$0.00

ATL YVR MIA JFK LAS

ATL DEN DFW LAX ORD

LAX JFK EWR SEA DEN

2023 Top 5 Airports: Duty Free Sales

2023 Top 5 Airports: Total Sales

FULL DATA ON ALL 85 AIRPORTS SURVEYED CAN BE FOUND IN THE 2024 AX FACT BOOK, ON SALE NOW.

$200,000,000

$800,000,000

$150,000,000

$600,000,000

$400,000,000

$100,000,000

$200,000,000

$50,000,000

$0.00

$0.00

LAX JFK ATL DEN DFW

JFK LAX YYZ SFO MIA

where it ranked third in sales at $372.9 million. The airport’s sales per enplaned passenger came in at $12.77. Denver International Airport (DEN) was also a food and beverage powerhouse, registering F&B sales of $402.2 million in 2023, second only to ATL. The airport also performed well in newsstand/ travel retail sales, ranking fifth among participating airports with sales of 91.34 million. Overall, DEN’s concessions sales came in at 553.74 million, placing it fifth among participating airports. Sales per enplaned passenger came in at $14.24, ranking 18 th among participating airports. Despite being in the top five in enplanements, Chicago’s O’Hare International Airport (ORD) also was outside the leading airports in terms of sales per enplaned passenger. The airport ranked 21 st among participating airports with average sales of $13.44. ORD was among the leaders in overall food and

beverage sales, ranking fifth at $350.38 million, but otherwise was outside the top five in terms of total sales. In contrast, New York’s John F. Kennedy International Airport (JFK) was a leading performer in retail in 2023. The airport, which ranked sixth in overall enplanements, was second in total concessions sales at $698.34, slightly behind sales leader LAX. JFK ranked among the top five in the three retail categories but fell outside the top five in food and beverage. In duty free, JFK was the top performer with total sales of $164.7 million. Specialty retail sales at JFK came in at $67.4 million while newsstand/travel retail sales reached $143.61 million. JFK led the field in sales per enplaned passenger at $22.51 and was the only surveyed airport to exceed the $20 level. The average among the top 41 airports was $14.79. Full data on all 85 airports surveyed can be found in the 2024 AX Fact Book, on sale now.

Los Angeles International Airport (LAX) had a much better showing in sales per enplaned passenger, ranking second with an average spent of $19.53. LAX served 37 million departing passengers in 2023. Total concessions sales for LAX came in at $723 million in 2023, and the airport ranked among the top five in three of four key concessions categories. LAX had the fourth-highest food and beverage sales among leading airports surveyed, turning in total sales of $367 million. LAX ranked first in newsstand/travel retail sales at $148.65, and second in duty free sales at $159.92. LAX missed the top five rankings in specialty retail sales. Ranking third in enplanements, Dallas Fort Worth International Airport (DFW) reported concessions sales of $520.84 million in 2023, putting it fifth in concession revenue generation among surveyed airports. DFW shone in food and beverage concessions,

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DIRECTOR OF THE YEAR LARGE-HUB AIRPORTS

BNA VISIONARY Doug Kreulen Is Leading – And Expanding – One Of The Fastest-Growing Airports In The U.S.

BY CAROL WARD

Left: Doug Kreulen serves as president and CEO of the Metropolitan Nashville Airport Authority.

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Right: Twenty-seven years in the United States Air Force gave Kreulen the background needed for a transition into commercial aviation.

Doug Kreulen never dreamed he’d be the CEO of a major U.S. airport. He built his career in the military and, after retiring, took a page from his son’s playbook when he decided to enter the commercial aviation world. “I never envisioned being in airport management,” says Kreulen, who is now president and CEO of the Metropolitan Nashville Airport Authority. Nevertheless, he’s now leading Nashville International Airport (BNA), one of the fastest-growing airports in North America. The airport served just under 22 million passengers in 2023, more than double the 10.6 million passengers served a decade earlier. Kreulen has had a front seat for the ride. He joined the Metropolitan Nashville Airport Authority in 2012 and served as chief operating officer before being named president and CEO in 2017. To accommodate the rapid rise in passenger numbers, BNA launched the BNA Vision expansion program in 2016, a year before Kreulen took the helm. He oversaw that program to its final completion earlier this year. At the same time, a new expansion plan, dubbed BNA New Horizon, began the design phase in 2022. Construction is underway with anticipated completion in 2028. Kreulen recalls the euphoria of tackling some of the capacity challenges the airport faced when BNA Vision launched, and the realization that more would be needed. “You get going, you’re hitting a rhythm, you’re feeling good and everything is on budget and on schedule,” he says. “Then it’s like, you know what? We’re not big enough. What happens if we keep growing?” Kreulen, the Metropolitan Nashville Airport Authority Board of Commissioners and the BNA leadership team had the foresight to begin BNA New Horizon well before the BNA Vision program had wrapped up. Now, they’re planning what comes after that.

In recognition of Kreulen’s adept handling of BNA’s expansion during a time of unprecedented growth (albeit marred by the pandemic blip) and his vision for future growth, Airport Experience News selected Doug Kreulen as its 2024 Director of the Year in the large airports category. A Military Man It used to be commonplace for senior airport leadership to have military experience – the U.S. Air Force, in particular, is a conduit to the airport management track. That path is less prevalent today, but in Kreulen’s case it worked fairly seamlessly. Kreulen didn’t have his eye on airports when he retired after 27 years in the U.S. Air Force. After flying helicopters for eight years and jets for 19 years, Kreulen left the military and landed a job in business development, based in Huntsville, Alabama. It was his son, Ryan, who sparked Kreulen’s interest in airports. Ryan Kreulen was at Auburn University, studying for a degree in airport management and searching for his first post-college job in aviation. An engaged and helpful parent, Doug Kreulen kept his finger on the pulse of his son’s job search. Some of the job descriptions peaked Kreulen’s interest. “I thought, ‘well, gosh, I used to do stuff like this in the United States Air Force.

Maybe I could apply for some of these jobs’,” Kreulen recalls. “So while helping him, I started looking at positions where I could start sort of at the entry level. I applied at Chattanooga, at Phoenix, at [Fort] Walton [Beach] – they all rejected me but Huntsville, Alabama gave me a chance. After four years at Huntsville International Airport (HSV), Kreulen’s wife Susan gave him a nudge for the position at BNA. He applied and was offered the job, thus laying the groundwork for his trajectory to the airport director role. Meanwhile, Ryan Kreulen, who inspired Kreulen’s career shift 15 years ago, is forging his own path in airport management. He’s currently vice president of operations at South Carolina’s Columbia Metropolitan Airport (CAE). At The Helm When Kreulen took over as president and CEO, the $1.5 billion BNA Vision project was just getting started. Key elements included a new Concourse D, a renovated terminal lobby, an expanded security checkpoint, a state-of-the-art International Arrivals Facility, three terminal garages and other upgrades. It also included an overhaul of the BNA concessions program and a switch from a master concessionaire model to a developer model. “In 2017 we were launching BNA Vision and we didn’t really have a lot of

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AX NEWS DECEMBER 2024 / JANUARY 2025

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DIRECTOR OF THE YEAR LARGE-HUB AIRPORTS

internal expertise on concessions, and we just thought that staying with the master concessionaire would be more risky,” Kreulen recalls. “We switched to a developer model because we wanted somebody to come in here that had experience running an entire program. “Fraport had the experience,” he continues. “We wanted a single point of contact. They were also willing to invest in BNA with a few dollars here and there.” It was challenging at the start, but the program has more than doubled in size since those early days of the BNA Vision project. “We started with 52 businesses inside the airport,” he continues. “All of them subsequently went out of business during the pandemic, and we’ve since then built 102 businesses inside the airport, replacing the old ones and adding fifty-plus more new ones.” The concessions program captures the “sense of place” that most airports are seeking these days. Kreulen credits his Board of Commissioners with pushing for the local flavor – in food, in music and in providing “southern hospitality” to travelers. “Before most of our concessions were national chains and now we’re 50% local and 50% national chains,” he notes.

Tom Morales, founder of Nashville’s TomKats Hospitality, has his own company’s concepts in the airport and also works as a representative for other local brands. He says he was wowed by Kreulen’s commitment to local flavor in the airport. “I think Doug really, really takes the community aspect of the airport personally – he really wanted it to reflect the local community and it shows in the airport,” he says. Further Expansion As BNA enjoys the new digs provided during the BNA Vision phase, another expansion is already underway. BNA’s New Horizon plan will cost an additional $1.5 billion and will be phased in over six years with an expected completion in late 2028. Plans call for the rebuilding of Concourse A and an extension to Concourse D. The upgrades will provide more gates and opportunities for concessions. Terminal roadway improvements and a baggage system upgrade are also part of New Horizon. And BNA isn’t stopping there. A new terminal is envisioned in the relatively near future, with construction starting in 2028, around the time that New Horizon is wrapping up.

Top: The $1.5 billion BNA Vision project brought expanded facilities and a unique sense of place to the Music City airport. Above: Concourse D was built during the BNA Vision program that wrapped up at the start of 2024. Under BNA New Horizon, the concourse will be expanded to accommodate anticipated growth.

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DIRECTOR OF THE YEAR LARGE-HUB AIRPORTS

Clay Paslay, CEO and managing partner of Paslay Group consulting firm, says Kreulen’s leadership has brought the long term planning that is evident today. “Doug has really upped the scale in terms of the professionalism of the organization,” he says. “This idea of starting to look out into the future simply didn’t exist before. There wasn’t this long-range perspective – he has really brought that to the organization.” Kreulen says he enjoys the long-range planning. “That was the primary task the board gave me when I took over,” he says. “They wanted somebody who could establish a long-range vision of the future and who would ensure that the financial health of the airport was always at a premium.” Challenges and Achievements All the growth and future planning doesn’t come without hiccups, of course. Like many directors of the past decade, Kreulen says the most challenging event in his airport career was the pandemic. For Nashville specifically, that upheaval was

exacerbated by another local event. On March 3, 2020, a tornado hit John C. Tune Airport (JWN), a general aviation airport also under Kreulen’s leadership. “It destroyed 91 aircraft and 40-plus hangars,” Kreulen recalls, adding, “We’ve now built 100 hangars to replace what was damage.” Just a week or two later, BNA was feeling the impact of the pandemic. “Prior to the system starting to shut down, we were [serving] 50,000 people a day,” he says. “And I’ll never forget April 8th, 2020, we had 545 people go through the airport – we went from 50,000 to 545. That’s like a one-person per-airplane kind of statistic. We started our recovery a few weeks after that and we’ve been going strong since then.” When it comes to achievements, Kreulen spreads the accolades. “If I look at it in terms of what drives me and the achievements here at the airport, I’m obviously very proud of my staff and very proud of what we’ve been able to do in in the seven years I’ve been leading it,” he says. BNA is investing in its staff, Kreulen says, as the organization looks to help build the next generation of aviation leaders. Kreulen completed his airport executive accreditation from the American Association of Airport Executives “at the ripe young age of 59.” Now, he’s encouraging others to do the same. “We have a program [at BNA] for professional development, where we give

everybody $1,500 that passes [as a certified member]. We give them $3,000 if they get their accreditation,” he says. “We’ve had just under 100 people get their certified member exams out of the way and a few have made it to the A.A.E., with a few more on their way.” Kreulen says the professional development serves BNA well, but he also supports individuals who jump to other airports. “I want my people to be successful and I want them to move on if they so choose,” he says. “I moved many times to get promoted in the military and I’ve moved to get promoted in the airport industry. If people who are here in Nashville or that worked for me in Huntsville end up being CEOs elsewhere, that’s great. I don’t think there would be a greater honor than having somebody who remembered that Doug gave them a little bit of a push.” A Life Well Lived Kreulen also recognizes that he is “blessed beyond belief,” a reality that propels him in both his professional and personal life. In his Air Force days, the precarious nature of life was apparent –13 friends lost their lives over the course of his military career. “I feel like I’m living for my buddies that didn’t have the same luck that I did,” he says. “I don’t want to let them down and I dang-sure don’t want to let the city and state down.” Those buddies “meant a lot to me, and I feel like I owe them,” Kreulen adds. In fact, work aside, Kreulen says his family is his biggest achievement. Doug and Susan Kreulen have been married 44 years and have two adult sons, Ryan and Sam. The four all are Auburn University alumni and Kreulen remains a die-hard fan. He also participates on the Auburn Aviation Advisory Board. Kreulen also supports multiple charities. He was present when American Airlines Flight 77 crashed into the Pentagon – he had left a conference room seven minutes before the plane destroyed that room and killed a few who were still inside. “Anything I can do for veterans or any first responders is a passion of mine,” he says. An avid hiker, Kreulen has a dream to hike the 2,200-mile Appalachian Trail – “it would be awesome, six months in the woods,” he says. But for now, Kreulen is staying steadfast at the helm of BNA. “Tennessee and Nashville have been great to my family and this will probably be our home,” he says. “We’re pretty happy, and as long as the board will keep me, I’ll keep pushing the airport.”

Below: Doug Kreulen led BNA through the BNA Vision capital program and is now focusing on yet another expansion, this one titled BNA New Horizon.

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The Club CLT

Enhancing Experiences Enriching Time Airport Dimensions, the global specialists in designing, buiding and operating shared-use lounges and airport experiences.

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Doug Kre BETH COURTNEY, Managing Partner, Southeast, Finn Partners Doug is a visionary, and the high level of precision that he brings to executing that vision is unlike anything I have ever seen. You’ve got someone who is really doing transformational work, following a mission and also setting a vision, and doing it in an incredibly precise way. When I say precise, I mean Doug brings everything in as it is supposed to be, on time and under budget. His attention to detail is just masterful. He is willing to share his expertise and his knowledge with our community. He always takes the time to single out people who are in the trenches with him. He’s always finding humor in good and bad situations. He’s accessible. If you call Doug or text Doug, he’ll text you right back, and then if you’re going to meet Doug, he’s going to be there before you. He’s incredibly organized, and he is at the office before dawn many days because he is that motivated to get things done. And yet you just sense this innate happiness with him, and he’s so enthusiastic about whatever the project is at hand. TOM MORALES, Founder of Nashville’s TomKats Hospitality I got to know Doug really well during the concessions planning process. They really wanted a local field in terms of food service in the airport. There were three or four people that were at the forefront of the local food scene in Nashville, and I happened to be one of them. The thing that really solidified my relationship with Doug was that I had a real community bond. I really wanted the airport to be special. I think Doug really, really, really takes the community aspect of the airport personally – he really wanted it to reflect the local community and it shows in the airport The transformation of Nashville International Airport (BNA) over the past handful of years has been extraordinary, and the man leading the effort has won praise throughout the airport industry and in the city of Nashville for the renewal, especially during a time of rapid demand growth. Doug Kreulen’s leadership will continue as another BNA expansion is already underway. Leading through change is challenging – doing so with humility and humor even more so, but colleagues agree that Kreulen hits the mark. Here’s what a few of them have to say. A HUMBLE VISIONARY Colleagues Praise Doug Kreulen’s Community-Focused Approach, Team Mentality And Engaging Sense Of Humor BY CAROL WARD

DEANA IVEY, President & CEO, Nashville Convention & Visitors Corp

Doug Kreulen is an exceptional leader. He has done a tremendous job in developing and expanding our airport. He’s been fantastic to work with on recruiting new international nonstop flights to Nashville. He understands tourism and what it means to this city, that it’s an economic engine and that the airport plays a huge role in that.

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g eulen CLAY PASLAY, CEO and Managing Partner, Paslay Group When Doug got the CEO job, he inherited a bit of an administrative mess. He took on basically rebuilding the business itself in terms of getting the right systems in place, getting the right operating procedures in place and all those kinds of things. All the while his airport was growing, one of the fastest growing airports in the United States, and he had a major capital development program right in the middle of this operating airport. Just one of those is a big enough challenge, but he had it all going at the same time. It’s quite a feat to pull all that off and he’s still got a lot underway. Their foresight – starting to look out into the future – is another thing that didn’t exist before. He’s brought a long-range perspective to the organization, and has really upped the scale in terms of professionalism. I’m always amazed at what Doug’s been able to do and still keep a positive attitude about it. He is always cracking jokes – he has a good time even though he is under a lot of pressure. He’s also very good at listening to others, taking into account different perspectives and different approaches, trying to find the best solution about getting the job done. In my view, they ought to be building a statue of that guy. KEVIN BURKE, President and CEO, Airports Council International – North America TODD HAUPTLI, President and CEO, American Association of Airport Executives Doug is a real servant leader. He’s humble, he’s hardworking, he’s passionate. He cares a lot about the accredited training programs. He has special incentive programs for his employees to go through and get their certified member status or their A.A.E. [accredited airport executive]. He’s just a big, big believer in continuing education, which I appreciate. Of course, there’s been explosive growth at Nashville. They’re a large hub and he’s moving fast to stay ahead of the wave. His airport, I think, has one of the very best sense of place of any airport in the country. When you go, you know are in Nashville, Tennessee. I’ve dealt with a lot of his MAX GOLDBERG, Owner and Managing Partner, Strategic Hospitality I think Doug is one of the finest human beings I’ve ever met. The work leading up to the [new terminal opening] was nothing short of just inspirational. We opened up four places at the airport. We definitely deal with Fraport [for the day-to-day], but I’ve always been able to get experience, share and feedback through Doug. He’s been a great friend and resource for us. We’ve served on the tourism board together …and his insight on aviation and travel has been invaluable on the tourism side. I think he’s created one of the best airports in the world. Also, he has a sense of servant leadership, and the way that he takes care of his people is remarkable. He’s one of the more inspiring leaders I’ve ever met.

team and they just absolutely love him. He has a humble and very team-oriented approach. Everybody knows who the boss is, who the leader is, but he is turning that around and pointing [accolades] back at his team all the time.

Doug has had a very interesting career. He was in the Air Force for 25 years, and he took the skills he had learned and applied them to airports. He had really transformed the Nashville airport into a world-class facility. Clearly he understands the needs of the people who come through Nashville, both to transfer also to do business in Nashville. When you go to Nashville airport, you know you’re in Nashville. You see pianos, you hear music…. One of Doug’s ideas is that your airport has to be reflective of the community you represent, and he and his team have done an amazing job of getting to that point.

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A SERVANT LEADERSHIP STYLE With Aggressive Air Service Development And A New Terminal In the Works, Jesus Saenz Is Leading SAT To New Heights

BY SARAH BELING

Above: Jesus Saenz Jr. has served as director of airports for the San Antonio Airport System since 2020.

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Right: San Antonio International Airport is on a growth trajectory. Director Jesus Saenz anticipates serving 11 million passengers this year, and predicts the airport will soon enter the ranks of large hub airports in the U.S.

City of San Antonio Airports director Jesus Saenz comes from a long line of “helpers”. Texas born and Texas bred, “all of my family, from my grandparents to my parents to my brothers and sisters, were always serving others,” says Saenz. “That’s what ultimately has led me to my career as an airport director. I try and help everybody I can.” After 25 years at the Houston Airport System, Saenz was recruited to lead the City of San Antonio Airports, which operates both San Antonio International Airport (SAT) as well as Stinson Municipal Airport (SSF), joining in February 2020. That was inauspicious timing given that the Covid-19 pandemic hit that same month, but Saenz navigated through that crisis, and SAT returned to growth under his leadership. Since then, SAT has expanded the concessions program with a focus on more local brands; increased air service, including international service; and embarked on an aggressive expansion program that will add a new terminal, renovate the existing Terminal A and make various other upgrades. For his effective management throughout the pandemic and into a new growth cycle, his forward vision for growth and his commitment to the broader airport industry, Saenz was selected as AXN’s Director of the Year in the medium-hub airports category. Catching The “Jet Bug” For Saenz, an interest in aviation began while working in another field entirely. While studying to obtain his bachelor’s degree in social sciences from the University of Houston, Saenz worked in the delivery information and loss prevention departments of the United Parcel Service , better known as UPS. “You cannot be a supervisor with United Parcel Service without being a package car driver, and I did a couple of

deliveries to [Houston’s] Ellington Field – it intrigued me,” says Saenz. “I don’t know if the ‘jet bug’ got to me there, or if [it was] the experiences that we had delivering packages with the United Parcel Service as a cargo carrier that really intrigued me,” he adds, but the experience “led me to be a part of the Houston airport system.” In December 1995, Saenz began his career in the Houston Airport System in logistics. He began by managing parking, shuttle bus operations, maintenance and customer service needs at George Bush Intercontinental Airport (IAH), which led to serving in a wide variety of roles at both IAH and William P. Hobby Airport (HOU), culminating in the role of chief operating officer (COO) for the Houston Airport System. Saenz says that spending 25 years in the Houston Airport System helped him not only fundamentally understand the ins and outs of airports, but to grow as a leader, and his presence as a leader also helped the airports system grow. “When I first started, [the Houston airports system] was moving approximately 28 million passengers per year. When I left in 2020, we were right at the precipice of 60 million passengers a year,” says Saenz. “We [gained] the ability to connect to the six inhabited continents – I mean, all we had left was Antarctica, and the only reason we weren’t in Antarctica is because nobody wanted to go there,” he laughs. “That was a very strategic effort on our part as a group.”

Saenz was eventually recruited to lead the City of San Antonio Airports, which operates both SAT and SSF, joining in February 2020. “My 30, 60, 90-day plan went to the trash as soon as Covid hit,” says Saenz. “We made a total about-face to say, ‘We are focused on the health, the wellbeing and the safety of all who come in contact with the airport’.” Saenz and his team jumped into action, taking a hands-on approach to protect their workers through the dark days of the early pandemic. “Everyone was looking for a mask, and we couldn’t find enough for the employees. So we went to a cloth store…, we bought sewing machines, and we spent the time building 700 masks,” says Saenz. “We made our own masks so that we could give them to all of our employees and to some of their families, so that they would be okay.” And as Saenz led the project, “I was giving [the team] guidance on what we needed to do,” he says, “and that led to, ‘How could I not go sit down at a sewing machine and help the teams that were doing that, all for our safety?’” he adds. “And that’s the beauty of who the city is and who the team is.” But even as he navigated the slings and arrows of the Covid-19 shutdown, Saenz was already thinking about San Antonio’s post lockdown growth. “One of the first things we wanted to do was to go out and listen to the community, and figure out what everyone wanted and what they expected of the airport,” says

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Saenz. “[We gathered] 100,000-plus pieces of feedback. At the end of the day, we want our airport to have a sense of place, and we want it to represent San Antonio.” Saenz’s solicitation came as the airport was embarking on a terminal development project, which will create a new 850,000 square foot Terminal C with 17 domestic and international gates, new concessions and lounge spaces, passenger screening areas and FIS stations, and adjacent roadway improvements. “It was a big challenge to go from [Houston’s] 60 million passengers … to going to San Antonio,” says Saenz. “But I started

to look at the long-term opportunities. I looked at the competition between Dallas and Houston [and compared it to] what was happening between Austin and San Antonio, one of the strongest corridors in the entire nation,” says Saenz, noting that he quickly realized that San Antonio was moving in the same direction as the larger city pairs. “The city of San Antonio is the fastest growing city in the United States,” he adds. “When I arrived in 2020, I didn’t know that was going to happen, but I could tell that Texas was getting very attractive to the entire country, and that led me to believe that at some point the airport had to be ready.” Focus on Passengers The new terminal, which is scheduled to be complete by 2028, will help SAT reach its goals for keeping up with regional growth, says Saenz. “When you start to look at the overall reach of the San Antonio International Airport, it’s close to 5.1 million people,” he says. “What we are doing from an asset standpoint is preparing the airport for the future in alignment with what we’re doing with air service development. “[The period] right after Covid was a very somber one, but we had to inject different efforts and initiatives to work towards growing our air service market,” he adds. “We’re moving 10 million passengers a year – we’re going to break 11 million passengers this year. So we’re creeping up close to [SAT] being a large hub,” says Saenz. “My focus is preparing the airport for the future, not in 2024, but for 2030 and beyond.” To further enhance the passenger experience, Saenz has also helped expand SAT’s concessions program. “I think we have really, really good transformations that have occurred over the last three years,” he says, noting that adding San Antonio-based brands like Smoke Shack and Whataburger to SAT’s dining lineup has been rewarding. “If you haven’t been to Whataburger, you haven’t tasted a good burger – that’s probably a little biased from a Texas kid,” he laughs. And while his team is still in the process of finalizing new concessions from operators HMSHost and Paradies Lagardère , he promises “a mixture of some well-known beverage and retail establishments, along

Below: San Antonio International Airport recently embarked on an expansion project for a new 17-gate Terminal C. The project is expected to be completed in 2028.

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