Airport Experience® News - Leadership Issue 2025

DECEMBER 2025 | JANUARY 2026 / V23 N267

PROFILING EXCELLENCE: AXN’S 2025 DIRECTORS OF THE YEAR

PANYNJ GAINS MENTORING MOMENTUM

AXN’S MONTES PUTS FUTURE IN FOCUS

AIRPORTS PUSH NEW OPERATOR OPTIMIZATION

PHX Says Congratulations!

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16 DOY: PHX’s Growth Driver Chad Makovsky, aviation director for the City of Phoenix and Phoenix Sky Harbor International Airport, is leading an airport that has seen strong passenger gains in recent years. Successfully navigating that demand growth – and the need for more robust commercial offerings that comes with it – has propelled Makovsky to prominence in the industry. 22 Makovsky’s Collaborative Approach An open-door policy, active engagement on issues and a vision for growth all characterize Makovsky’s leadership, colleagues say. 24 DOY: Reenvisioning PIT’s Future Christina Cassotis, CEO of the Allegheny County Airport Authority, which operates Pittsburgh International Airport, has led the transformation of PIT from a hub to a thriving origin-and-destination airport. Her full impact on PIT became apparent earlier this year with the opening of a new, right sized and state-of-the-art terminal. 30 Spirit of Innovation A drive to reinvent Pittsburgh International Airport for now and future travelers, a focus on innovation and adept handling of city politics have led Christina Cassotis to prominence in the North American airport industry. 36 DOY: RICs Servant Leader Perry Miller, president and CEO of the Capital Regional Airport Commission, which operates Richmond International Airport, has focused his career on improving airports. He’s successfully navigated RIC to new growth while also taking prominent roles in national airport trade organizations. 42 Miller’s Influence From encouraging higher education goals among his colleagues and team to leading with “immense integrity,” Perry Miller’s mark on the airport industry is indelible.

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6 Letter From The Editor 10 Mel’s Outlook After six years of leading the AX Team, Airport Experience News publisher Melissa K. Montes shares her experiences and outlook for the future.

46 Mentoring Moments PANYNJ’s Institute of Concessions is tapping into local F&B and retail talent, training those individuals to become the next small businesses to thrive at New York area airports. 50 Operator On Ramps It’s not just PANYNJ leading the mentorship drive. Airports throughout North America are upping their commitments to preparing want-to-be concessionaires for business success.

55 Advertising Index 56 Before You Take Off

Louis Armstrong New Orleans International Airport’s artist-in-residence program gives a spotlight to some of Louisiana’s most talented musicians.

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CONGRATULATIONS TO THE 2025 AIRPORT DIRECTORS OF THE YEAR

We applaud your vision, dedication, and impact on our industry, and are proud to be a partner.

Perry Miller Director of the Year Small Airports Division Capital Region Airport Commission

Christina Cassotis Director of the Year Medium Airports Division Allegheny County Airport Authority

Chad Makovsky Director of the Year Large Airports Division City of Phoenix

To learn how HMSHost can help you transform the travel experience, contact Derryl Benton derryl.benton@hmshost.com.

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 Gregg Paradies, Paradies Lagardère Kevin Westlye, High Flying Foods

Jeff Davis Executive Vice President, Retail and Specialty 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 Samantha Tamberino Marketing Coordinator

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DECEMBER 2025 / JANUARY 2026

Dear Readers,

DECEMBER 2025 | JANUARY 2026 / V23 N267

Airport Experience News introduced its first leadership-focused issue in 2020, at the height of the pandemic, when the entire industry was searching for a path forward. In a moment defined by uncertainty, strong leadership became essential as airports and companies alike worked to rebuild. That need has not diminished. Today, effective leadership is just as critical as we strive to elevate the traveler experience and set a new standard for the industry. This issue celebrates the leaders who are embracing today’s challenges and moving our industry forward. We recognize AXN’s Directors of the Year – three individuals who have earned the respect of both their peers and their communities through their forward-thinking approaches to airport management. We also spotlight the work underway at airports across North America to recruit, train, and support small businesses in becoming successful concessions operators, strengthening the future of our industry. And finally, AXN Publisher Mel Montes reflects on her six years of guiding the AX team, sharing insights from her own leadership journey. Turning to the upcoming AX Conference, the agenda is set, the Experience Hall is filling fast and sponsorships and registrations are ticking up. We remind you to register early to ensure access to high demand events like the Women In Leadership Breakfast, Schmooze, the Airport Tour and the AX Awards Gala. We look forward to seeing each of you in Nashville next February!

PROFILING EXCELLENCE: AXN’S 2025 DIRECTORS OF THE YEAR

PANYNJ GAINS MENTORING MOMENTUM

AXN’S MONTES PUTS FUTURE IN FOCUS

AIRPORTS PUSH NEW OPERATOR OPTIMIZATION

Happy Reading,

Carol Ward Editor-in-Chief

Airport Experience News carol@airportxnews.com

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AX NEWS DECEMBER 2025 / JANUARY 2026

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HIGH IMPACT, HIGH ENERGY A Leadership Q&A with AXN’s Publisher, Melissa K. Montes

AXN: As you round out your sixth year leading the AX Team, what are some key milestones you’ve experienced thus far on your leadership journey? MONTES: Leading the AX Team, one of the most defining milestones of my leadership journey has been guiding the organization through COVID. Coming off what was, at the time, one of our most successful conferences in Denver in 2020, we were suddenly forced to recalibrate in real time as the industry rapidly changed. We shifted to digital, created smaller but deeply meaningful in person gatherings when it was safe to do so, and leaned into non traditional media in ways we never had before. From Zoom airport interviews to podcasts and Instagram Lives, my focus was clear: keep the industry we all love connected during a time of uncertainty. That commitment became my North Star and continues to guide me as we navigate what comes next. More recently, sweeping shifts in airport investment, changes in how airports contract with small businesses, and continued consolidation across the concessions industry have made the landscape both more dynamic and more challenging. In response, I continue to pivot alongside the market, ensuring our team remains intentional, focused, and receptive to change so we can serve as the industry’s neutral voice and trusted gathering space.

Left: Six years in, Melissa K. Montes, VP and Publisher of Airport Experience News , continues to lead AXN with a clear vision and a steady focus.

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AXN remains deeply committed to being in the room, at the table, and actively shaping what comes next for airport concessions. AXN: Concessions operators are facing a challenging post-pandemic environment. What about AXN? How has the organization navigated recovery, and what key challenges remain? MONTES: Like many organizations, AXN was forced to lean into the idea that chaos can create opportunity. When the industry shifted, we pivoted quickly to a fully digital magazine and later brought it back to print full time in response to clear demand from our audience. We also leaned deeply into partnerships with concessionaires who have supported AXN since its inception, while becoming more nimble as our team reduced in size but increased overall output. Like many of our corporate partners, we are supported by an international parent company that challenges us to stay rigorous around ROI, digital optimization, and what is next. We continue to face revenue pressures just as many of our partners do. What differentiates AXN is that we are not a membership based organization. Subscription revenue and the support of our annual event make up most of our business. That reality makes it imperative that we consistently deliver compelling news coverage and unforgettable event experiences that provide our partners with real ROI and a clear reason to keep coming back. AXN: North American airports are moving full-speed ahead with new, expanded, and upgraded terminals. What are some of the most impactful developments you’ve seen? MONTES: There are so many exciting developments happening across North American airports right now. This year alone, San Diego and Pittsburgh opened brand new terminals, while countless others continue to expand and reconfigure to better serve today’s traveler. The results have been remarkable and, in many cases, awe inspiring. These advancements align beautifully with AXN’s mission to amplify airports that are redefining the traveler experience. I have been fortunate to experience many of these projects up close alongside Carol as we tour incredible airports like Charlotte, Orlando, Minneapolis, Nashville, and Toronto. Seeing these investments firsthand reinforces just how committed airports are to elevating the passenger experience.

For us, it is about being on the ground, collaborating with airport partners, and shining a light on the innovation, investment, and success reshaping our industry. AXN: How do you see both the AXN media platform and the Airport Experience Conference evolving? MONTES: Staying connected to the evolving needs of today’s traveler across all demographics is incredibly important. We rely on advisory committees to help us stay closely aligned with shifting priorities across airports, concessionaires, and our broader partner community. Most recently, we have placed a strong focus on next generation travelers by assembling a committee of young professionals who help shape how we deliver content and engagement. Remaining nimble and delivering content in diverse, modern ways that meet the needs of our constantly evolving audience is essential. You can expect increased digital focus across our platforms while still preserving the traditional offerings our subscribers value. From an event perspective, the Airport Experience Conference will continue to do what it does best: bring people together in a collaborative environment where we can openly discuss challenges and play an active role in shaping solutions. The conference will continue evolving to meet the needs of our core audience while also engaging new voices across the industry.

Above: Montes sets the pace at AXC, emceeing the AX Awards Gala and driving the energy from the main stage.

AXN: Your leadership style blends commercial strength with deep relationship building. How would you describe your approach? MONTES: Everything starts with intention and shared purpose. With a small but mighty team behind the industry’s leading concessions conference and media platform, it is essential that every person understands the mission and how their role directly supports it. When people are connected to the why, they lead with confidence, ownership, and heart. I lead with a transformational mindset rooted in trust, growth, and belief in people. Change is constant in our industry, and we simply cannot do what we have always done and expect different results. My role is to support the team in getting comfortable being uncomfortable, staying curious, and growing through it together. Connection is also core to how I lead. As a P&L owner in a bottom line business, being commercially minded is essential. But it is equally critical that we are never transactional in how we show up for our subscribers, attendees, exhibitors, and

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Top Right: Each year at the Airport Experience Conference, Montes (pictured center) and AXN Editor Carol Ward meet with the CEOs of major prime concessions operators for a roundtable discussion on the state of the industry. Bottom Right: A trusted mix of veterans and rising talent, the AX Team works together to create an exceptional conference experience for the industry.

partners. Lasting performance is rooted in trust, and trust is built through relationships. Delivering best in class media products and an extraordinary event experience unites our team. Watching this group pour their heart into making every person feel seen, heard, and valued is what I am most proud of. They truly are the best in the business. AXN: What are the challenges that keep you up at night right now? MONTES: Revenue and relevancy absolutely keep me up at night. We must continue increasing profitability, but that is only possible if we remain deeply relevant. One cannot exist without the other. Equally important is maintaining trust, relationships, and neutrality. AXN must always be viewed as a credible, trusted news source that delivers what the industry truly needs. That responsibility weighs heavily, and I take it personally. Consolidation across the concessions landscape is also front and center. As companies merge and portfolios grow, sponsorship and exhibiting opportunities naturally tighten. As a bottom line business producing meaningful media and events, that pressure is real. Layered on top of that is the rapid pace of change across airport partnerships, small business dynamics, and traveler expectations. That is why staying close to the industry, showing up in person, listening hard, and being true partners is paramount. At the end of the day, what keeps me up is the responsibility to get it right for our partners, our team, and an industry I genuinely love. AXN: As you look ahead to 2026, what are you most excited about?

strengthening our partnerships, and delivering clear ROI for the customers who invest in us. That balance of community and content defines AX and continues to inspire me most. AXN: When you are not immersed in “#airportlife,” what helps you relax and reset? MONTES: When I am not traveling or living that #airportlife as I like to call it on social, it is all about coming home and resetting with my family. Home means cooking a real meal with the help of my pretty amazing sous chef, movie nights on the couch, and snuggling in with our pups. My partner and our little crew are my anchor. I also recharge on my yoga mat or on long walks through our neighborhood trails. And when I am home, there is almost always a game on. Go Bears, Go Cubs, Go Bulls. Add in the occasional girls’ night with my Chicago crew, many of whom I have met through this incredible industry, and that is my perfect mix of movement, laughter, and just enough mischief to keep life fun and keep me sharp for the next wheels up.

MONTES: As we look ahead to 2026, I am energized by what is ahead for our team and the broader AX community. We will once again kick things off with THE airport concessions industry event of the year, AXC. Our partnership with BNA is off to a strong start, and there are exciting things to come. AXC is our Super Bowl. It is where our team shows up with customer service excellence, first in class education, and the industry’s first and largest Experience Hall. Watching our people perform at that level never gets old. I am also excited about the enhancements underway across our digital platforms and our expanding 360 degree approach to connecting the industry between events. Our partners are asking for more dynamic, measurable, and story driven engagement, and that is exactly where our team shines. Finally, I am excited about growth. Every new year gives us the opportunity to expand our reach, strengthen our commercial footprint, and welcome new professionals into this uniquely powerful industry. In 2026, our focus will remain sharp on expanding our commercial footprint,

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AX NEWS DECEMBER 2025 / JANUARY 2026

TO CHAD MAKOVSKY, CHRISTINA CASSOTIS & PERRY MILLER ON BEING HONORED AS THIS YEAR’S DIRECTORS OF THE YEAR. THEIR LEADERSHIP, PARTNERSHIP, AND COMMITMENT TO ELEVATING THE TRAVELER EXPERIENCE CONTINUE TO STRENGTHEN OUR INDUSTRY AND INSPIRE THE WORK WE DO EACH DAY.

LARGE AIRPORTS DIVISION

SMALL AIRPORTS DIVISION

MEDIUM AIRPORTS DIVISION

CHAD MAKOVSKY CITY OF PHOENIX AVIATION

PERRY MILLER RICHMOND INTERNATIONAL AIRPORT

CHRISTINA CASSOTIS PITTSBURGH INTERNATIONAL AIRPORT

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HEADLINE Deck

BY AUTHOR

DESERT STAR PHX’s Chad Makovsky Is Driving Innovation, Expansion and Passenger Growth In The Valley Of The Sun

BY CAROL WARD

Left: Chad Makovsky, aviation director for the City of Phoenix, was selected as Director of the Year, large airports division.

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Chad Makovsky has been involved in aviation for his entire career. From an early start at an airline, through a range of airports and eventually to the helm of Phoenix Sky Harbor International Airport (PHX), Makovsky has made an indelible mark on the North American aviation industry. Since his appointment as aviation director for the City of Phoenix in March 2021, Makovsky has led PHX on an aggressive growth path, with new carriers and new routes – both domestic and international – that have propelled the airport past the 50-million-passenger threshold. Through the gains, Makovsky has ushered in new development at PHX, most recently the launch of airport’s $326 million expansion of Terminal 3, which broke ground earlier this year. More is planned as the airport grapples with rising demand. And inside all the terminals, Makovsky has overseen a vibrant and revitalized concessions and customer service approach, with in-terminal concessions generation revenues just shy of $400 million in 2024. In recognition of Makovsky’s impact on PHX, and his commitment to forwarding the interests of the North American airport community overall, Airport Experience News selected him as its 2025 Director of the Year in the large airports category. An Early Fascination A special treat from a loving grandmother is what first sparked Makovsky’s interest in aviation. At a festival in a northern Wisconsin town, Makovsky’s grandmother – who had noticed his interest in airplanes – gifted him with a ride in a seat next to the pilot. And Makovsky was enthralled. “Just being able to sit up there and see the controls really got me hooked on aviation and on being a pilot,” Makovsky recalls. But the pilot part didn’t stick. He eventually obtained a pilot’s license, but his interest had shifted slightly.

“I realized pretty quickly that the pilot profession didn’t excite me as much as I thought it would, but [my education and experiences] exposed me to the other side of the industry – the airline and airport side,” he says. “And right out of school, I moved to Phoenix to work for America West Airlines. From America West, Makovsky jumped to the airport industry, starting that career at John F. Kennedy International Airport (JFK), working for JFKIAT as it developed the airport’s Terminal 4. From there, he jumped to Hollywood Burbank Airport (BUR), then joined the City of Phoenix Aviation Department. He spent 14 years at PXH, starting as a communications dispatcher and working his way up to assistant aviation director. Deciding he needed to broaden his experience, Makovsky left PHX in 2017 to join Dallas Fort Worth International Airport as executive vice president of operations. He stayed there four years before being lured back to PHX, where he rejoined as aviation director in March 2021. Navigating To New Growth March 2021 was, of course, one year into the pandemic that stripped airports of the vast majority of their traffic. Makovsky’s return to PHX coincided with the release and ramp-up of the Covid-19 vaccine, and the gates were opened to new growth. “I think people were just sick of being in their homes,” Makovsky recalls. “So many people, once they got their vaccine, really just wanted to get out of the house and travel. Phoenix is a well-known springtime vacation place…and we really saw a strong rebound in the spring going into the

Above: Phoenix Sky Harbor International Airport is one of few large airports in North America with no restrictions on concessions pricing. Makovsky was initially skeptical, but he says operators have been disciplined about pricing.

summertime. At the end of 2021 we came in at just under 40 million passengers (up from 22 million in 2020). We were well on our way to recovery” The momentum continued. For 2022, the airport fell just shy of the 44 million passengers recorded in 2019, and in 2023 and 2024 new records were set. “We had 48 million in 2023 and then, for the first time ever, we exceeded 50 million, coming in at 52.3 million in 2024. “I’d love to take credit for it but, frankly, having the right conditions here at the right time allowed us to really excel and grow right on the backside of the pandemic,” he says. That said, it wasn’t just circumstance and good location that made PHX a beacon for airlines and travelers. “I think about what we do that sets us apart,” Makovsky says. “We really focus on being efficient – customer friendly is our motto. America’s friendliest airport, right? And from a financial perspective, we’re friendly as well. We maintain among the very lowest cost-per-enplaned passenger rates among our peer set in the industry, and we’re really proud of that. We don’t want to give the airlines a reason to say no to serving our community.” While undoubtedly a few airlines have said no over the years, many have not. “We’ve added 13 airlines, almost doubled the number of airlines serving our airport from 2021 to currently,” notes Makovsky,

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DIRECTOR OF THE YEAR LARGE-HUB AIRPORTS

going to be building a new state-of-the-art customs facility as well.” The new terminal will take the pressure off Terminal 4, which hosts international traffic and is also the home to both Southwest Airlines and American Airlines , each of which accounts for about 40% of passenger traffic at PHX. “Both those airlines have signaled an interest to continue to grow their operation, which is wonderful, but with all of the gates fully built out at [Terminal] 4, I have no more gates to offer,” says Makovsky. “As we’re thinking about this new West terminal, I think one of those two carriers are going to ultimately be the signature carrier in that terminal. We’re actually going through a process now to identify which one is the right one.” Concessions and Services As the terminals continue to evolve, Makovsky says he and his team are constantly assessing the trends underway in airport concessions. He’s a big fan of local concepts and brands that offer unique experiences. “It’s about creating those unique opportunities, then getting people excited about being at the airport and being in Phoenix, and getting to experience it in a unique way,” he says. One trend worth keeping an eye on is the continuing expansion of lounges and its potential impact on F&B and retail. “I will be very open to tell the airlines that it’s concerning, because it feels to me like they’re now starting to encroach on the very revenues that airports depend on, and that our concessionaires depend on to be successful,” Makovsky says. PHX is unusual among North American airports in that it doesn’t have pricing restrictions on airport concessions. Makovsky said he was initially “a little bit disappointed” that the street-pricing policy had been lifted while he was at DFW. While concerned, “I wanted to keep an open mind,” he says. “We do passenger intercept surveys, and what I found is that [price] just wasn’t registering as being a

acknowledging that some of that growth was due to pandemic recovery. But, he says, in a “mature” market, the PHX team has managed to secure service from Air France with a non-stop flight to Paris, and to re-engage Aeromexico – which had been absent from the market for several years – with new service to Mexico City. The latest big win is service to Taipei on Starlux Airlines beginning in January, building on the community development that resulted in Taiwan Semiconductor Manufacturing Corporation Limited investing $165 billion in new development in northern Phoenix. Phoenix Mayor Kate Gallego says Makovsky is actively partnering with the community for growth. “He really tries to make sure our air service development program ties with our economy and looks to our future goals,” she says. Those efforts extend to tourism as well. “When we talk about how Phoenix can grow from being a top 10 destination to a top-five destination in tourism, he’s right there with us, talking about how the airport can play a role in that,” says Ron Price, president and CEO of Visit Arizona .

Building For Growth The airline and passenger growth means facilities need to keep up. Like many large hub airports, PHX seems to be in a constant state of refurbishment or expansion or both. Makovsky has navigated those changes, both in his previous stint at the airport and now at the helm. The current major project is a six-gate expansion to Terminal 3, which was recently modernized. Many Terminal 3 airlines have signaled their interest in growing in the market, Makovsky says. The six new gates are scheduled to open at the end of 2027. A bigger project is on the horizon. A new West Terminal is in the early stages of development, with construction expected to begin in 2030. Makovsky says the new facility will serve as the airport’s “international flagship terminal” once it’s completed in around 2033. “I’ve mentioned the international successes we’ve had,” Makovsky says. “With the growth we’ve seen, we’re already stretching our ability to serve those airlines, just with the limitations associated with the gates and the customs facility that exists. Along with this new terminal, we’re

Left: Makovsky’s tenure at PHX has been highlighted by a strong push to expand airlines and routes serving Phoenix Sky Harbor International Airport. More than 50 million travelers used the airport last year.

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CONGRATULATIONS, DIRECTORS OF THE YEAR!

Perry Miller Richmond International Airport

Christina Cassotis Pittsburgh International Airport

Chad Makovsky Phoenix Sky Harbor International Airport

Congratulations to Perry, Christina, and Chad on being named Directors of the Year. Their outstanding leadership elevates their airports and sets a powerful standard across our industry.

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DIRECTOR OF THE YEAR LARGE-HUB AIRPORTS

viable. “Now we’re full service,” Makovsky says. “They can operate anywhere on the airport and they do so very safely. We’re the first airport in the world to provide the service, and people actually fly to town just for the opportunity to take a Waymo. “It’s been a great partnership,” he adds, noting that Waymo is “willing to pay what everybody else is paying” and was committed to creating a positive experience for all. Next Steps As director of a large-hub airport, Makovsky has myriad other priorities as well, everything from tackling sustainability challenges and working toward zero carbon emissions by 2040 to incorporating new technologies to enhance the traveler experience. And, he admits, not everything in life is about aviation. “You get to a point in your career where your wife tells you stop talking about airports,” he says. That point hit, so he branched out a bit, channeling his “animal lover” side and volunteering with the Phoenix Humane Society, where he serves on the board of directors. For the foreseeable future, however, aviation – and PHX in particular – will still be front and center in his life. “I love what I do, and our airport is going through this incredible growth phase right now,” he says. “How often in your career do you get to say you will have a hand in affecting the lives of generations to come and millions of people that go through your facilities? I’ve got a great team and I’ve got a community that supports us. With those kinds of tailwinds, it’s fun to do what I do.”

huge issue for our customer base,” he says, adding that the lack of a street pricing policy helped concessionaries weather the downturn from the pandemic. “At the end of the day, you know, I’m all about the laws of economics – I really would rather let the market play it out,” he adds. “As long as the concessionaires are careful to moderate [their approach], I think most customers understand that they need to pay a little bit of a premium at the airport, because there are more costs associated with providing that service at an airport. But everything good comes in balance. And I remind our concessionaires that we have to be careful so customers continue to feel that they’re getting value for the offerings that they have.” On the services front, Makovsky gets kudos from industry colleagues about his negotiations with Waymo , the autonomous driving technology company. Waymo approached the PHX team three years ago with a request to bring Above: The PHX concessions program features a range of local brands – including Bunky Boutique, Chelsea Kitchen and Four Peaks Brewing – that help reinforce a “sense of place” in the airport. Right: Makovsky says he’s looking forward to the next phase of development at Phoenix Sky Harbor International Airport. A new terminal is in the planning stages, with construction expected to begin in 2030.

autonomous vehicles to the airport. “What I have come to appreciate was how they approached us,” Makovsky says, noting the company wanted to learn about the airport and slowly roll out its service. “I like to call it the crawl, walk, run approach,” he says noting the Waymo team wanted the opportunity to prove themselves. “I had a lot of skeptics on my team, and rightfully so, because Sky Harbor Boulevard is such a vital lifeline for our airport. Having an errant operation – something that might mess up Sky Harbor Boulevard – would be a bad day for our customers here.” Testing ensued, first on a limited scale then broadened out as the model proved

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Congratulations Christina Cassotis CEO, Allegheny County Airport Authority Pittsburgh International Airport (PIT) | Allegheny County Airport (AGC)

Medium Airport 2025 Airport Director of the Year

“Every day we strive to enhance the travel experience and redefine the role of airports in the communities they serve, so those communities can have a bigger impact on the world. People are at the heart of everything we do, and being named Airport Director of the Year by Airport Experience News is a testament to the dedication and the unwavering support of our partners and staff. I am incredibly grateful for this honor and excited for the future progress we will continue to make together.” — Christina Cassotis

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DIRECTOR OF THE YEAR LARGE-HUB AIRPORTS

APPROACHABLE AND AVAILABLE Level-Headed Makovsky Collaborates, Listens While Leading Fast-Growing Airport

BY ANDREW TELLIJOHN

DERRYL BENTON, EXECUTIVE VICE PRESIDENT BUSINESS DEVELOPMENT, AVOLTA “During the pandemic, all the things that the concessionaires were dealing with, he had an open door and a listening ear. [That was crucial when] you were in my side of the house trying to navigate how

Rare is the leader that has never had a bad word said about him, but Chad Makovsky comes close. The aviation director at Phoenix Sky Harbor International Airport (PHX) worked his way up through several roles within the city’s department of aviation and those who met him along the way say he’s as approachable now as he was when he started. Peers, civic leaders and business partners say he’s likeable, has an open door and hands-on when it comes to improving not just the airport but the entire region, as well. Here’s what they had to say.

we were going to come through this, having leases that had all the requirements that you can imagine. And I’ll give a shout out to the city administration, the mayor, the city council. It’s a city that is in sync with the airport. When you are part of city council meetings and they’re talking about the airport, the mayor and the council are fully engaged in what’s happening at the airport. Chad navigates tough issues in that airport, in that city, but I just find him genuinely a personable, likable person to do business with.”

ATIF SAEED, CHIEF EXECUTIVE OFFICER OF THE CITY, PHILADELPHIA DEPARTMENT OF AVIATION “What’s amazing about him is that you find him engaged in every forum. He’s not just showing up for the sake of showing up. He was part of the U.S. Policy Council for ACI, now the

KATE GALLEGO, MAYOR OF PHOENIX

board. We were drafting the priorities for the Policy Council last year. He took the lead and took on a major chunk of work. Same thing with AAAE. He’s not only on the board and has served in their policy review committee. He’s co-chair of the ACT program. He recently got elected as vice chair of ACRP. He genuinely cares. He leads with that passion. He gets things done with high quality. He’s trying to help create a body of knowledge that will be helpful to the entire community.” “Personally, having somebody who I know and trust, and someone who has been in a leadership role running an airport longer than I have, is [beneficial]. He’s very generous and very candid in his sharing of information, which [holds] a great deal of value to me.”

“Chad is an incredible aviation leader. He has helped Sky Harbor become one of the top airports in the world. I really appreciate his understanding of the airport’s role in the Phoenix economy. The airport is a huge hub for economic activity, and Chad reflects that and understands that. He works

with us to accomplish big city-wide goals. For example, a Taiwanese company made a $165 billion investment in the city of Phoenix, which is the largest foreign direct investment in a city in USA history. Chad has worked to make sure we now have two Taiwanese carriers going nonstop between Phoenix and Taipei. Chad also makes sure that we offer a great customer experience.”

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GREGG PARADIES, PRESIDENT AND CEO, PARADIES LAGARDERE “Chad is the consummate leader. Through his extensive airport and airline experience, he truly understands the needs and challenges of his travelers. I have always admired his approachable

TODD HAUPTLI, PRESIDENT AND CEO OF THE AMERICAN ASSOCIATION OF AIRPORT EXECUTIVES “Chad’s a fantastic selection. He is very thoughtful about leadership. He’s a great communicator. He’s got vision for how he wants the organization to be and how he wants the airport to grow. He’s extraordinarily talented. Chad has long time roots in the community and does a terrific job of working with the local elected officials and community leaders. And there have been tough issues to deal with over the years, including suing the FAA over noise issues, and Chad’s done a masterful job of dealing with that.”

leadership style, strategic mindset and commitment to collaboration. He recognizes that if he has happy and motivated associates and business partners, his travelers will have a first class experience at PHX, which is why Sky Harbor is recognized as ‘America’s Friendliest Airport.’ Through our collaborative partnership with Sky Harbor, we are proud to support Chad’s overall vision of driving economic development in the region by promoting local businesses in our retail stores.”

GREGORY TORREZ, PRESIDENT AND CEO OF TORREZ INTERNATIONAL, AN ACDBE OPERATOR AT PHX, AND FOUNDING CHAIR OF THE SUPPORT SKY HARBOR COALITION “I’ve known Chad for over 15 years and have watched his growth within the airport. I’ve told him on many occasions that I consider him to be a Boy Scout because he deals with trust, respect and integrity all

RON PRICE, PRESIDENT AND CEO, VISIT PHOENIX

“We belong to the Arizona Lodging and Tourism Association. You might think that this is mostly hoteliers, restaurants and some of our tourism attractions, but Sky Harbor has a major role. He listens to the issues that we’re facing as an industry and talks about how the airport can assist. For example, [during the recent government shutdown] we had people coming to work each and every day who

weren’t getting a paycheck, and we were asking what can we do as a tourism community to step in and help? He’s not just thinking about air traffic and the airport itself on a daily basis. He’s thinking about the people that come to work each day make it happen. And I think for us that speaks volumes on who Chad is as a leader.”

the time, on anything that I’ve ever seen him involved in or he’s been involved in with me personally. I believe those strengths make him a great leader, because he builds relationships with everybody he’s worked with, starting way back when he used to wear an orange vest to now that he’s the director. He’s a very unassuming man. He’s held in such high regard.”

KEVIN BURKE, PRESIDENT AND CEO, AIRPORTS COUNCIL INTERNATIONAL – NORTH AMERICA

“Chad is a thought leader. He speaks up when he has something to say, and what he says is almost all the time meaningful. He always asks good questions. He always provides good commentary. He’s a big contributor to ACI, and he and his team are always present at our meetings. Most importantly, when I see Chad with his colleagues, it’s pretty clear where he stands. He’s highly respected. I don’t think there’s a person I’ve ever heard say a bad thing about Chad, but that’s one thing. The other thing is they respect him, and they like him. They like him a lot. He always brings a smile to a meeting, and he always brings something important to the discussion. That’s what we hope for, right?”

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Left: Christina Cassotis was selected as AXN’s Director of the Year in the medium airports category in recognition of her role in reinventing Pittsburgh International Airport for today’s travelers. (Photo by Laura Petrilla)

PIT’S CHANGE CATALYST Christina Cassotis Upended The Status Quo, Positioning The Airport For Future Growth

BY CAROL WARD

Christina Cassotis has spent most of her life in and around the world of aviation. Early in her career she joined the Massachusetts Port Authority , followed by a nearly decade-long stint at consulting firm SH&E (which would later merge with ICF ), then taking on the leadership of Pittsburgh International Airport (PIT) as CEO of the Allegheny County Airport Authority . Still, despite more than three decades in the industry – and a childhood influenced by aviation – Cassotis wasn’t purposeful in her pursuit of an airport career. “I just realized recently that I always thought that airports were going to be something I did until I figured out what I really wanted to do,” Cassotis says. Whether planned or not, Cassotis has been a catalyst for change and growth in the industry. Since taking the helm at PIT in 2015, she has overseen massive changes to the terminal facility, air service offerings and airport positioning in the Pittsburgh region. Early on, Cassotis successfully transitioned PIT from being a US Airways hub to a medium-sized, successful origin-and destination airport. Post-pandemic, Cassotis led the airport in bringing the concessions program in-house, shifting away from the long-standing developer model. The crowning achievement is the $1.7-billion new terminal facility at PIT that opened in mid-November. The project, which began construction in 2021, marks the culmination of the airport’s transformation from the old hub facility to a state-of-the-art terminal designed to meet the need of Pittsburgh-area residents and visitors to the city. Because of her successful reinvention of PIT and her innovative approach to envisioning the wants and needs of future travelers, Airport Experience News selected Cassotis as its Director of the Year in the medium airports category. Laying the Groundwork Cassotis grew up in rural New Hampshire but a world-traveling father – a commercial airline pilot whose routes included Asia – influenced her to seek something bigger. “Having a father who had this global view of the world – and we talked about it a lot at home, he made food from around the world – I just knew I wanted to be part of it so I figured out how to do it.

Her airport career started in the communications department for Massport. “That was fun, and I was there almost five years,” Cassotis recalls. “Then I was recruited to SH&E, which I loved until I didn’t. “I thought airlines were the epitome of the industry – if I could just make it to an airline, that’s what I wanted,” she says. “When I arrived at Pittsburgh, in the first three years I was thinking, I wonder what’s next. It’s taken me a very long time to realize that this is what I love to do, and this is what I’m supposed to be doing.” In fact, talk of the PIT role was initially a non-starter for Cassotis. Months earlier, she had been laid off by SH&E, which coincided with her earning a master of business administration from the Massachusetts Institute of Technology . The lay-off turns out to have been fortuitous – “I should have left years before they laid me off,” Cassotis says – as it opened the door to new opportunities. “I knew I wanted an operating role,” Cassotis recalls. “One of the reasons I had gone to MIT, was to get the tools in my tool belt for an operating role. I can look back now and tell you I was tired of consulting, but I wasn’t willing to admit it. They gave me a push that I needed. A former colleague at SH&E recommended her for the PIT position, but she wasn’t immediately sold. She eventually came around to excitement about the challenge of reinventing the airport, then had to sell the airport authority and the community on her vision. “The real work for me was in educating people in the community that a successful model, business model for an airport doesn’t have to be a hub,” Cassotis says, noting that some in the community, having had a US Airways hub for decades, thought the hub structure was the only one that made sense. “Over and over again I would point to places like Tampa, Boston, Portland, Oregon, San Diego – these are places that people don’t fly through, they fly to or from,” she recalls. “I said, ‘that’s already happening here, so let’s build our future with that. Let’s bring in the air service that the community deserves. Let’s understand the niche markets of this community so we can line up the right markets, the right frequencies, the right aircraft type, the right growth model, right the right mix of [carriers]’.”

In fact, Cassotis didn’t want any part of trying to revisit the hub-based glory days. “I said to them, if you want somebody who’s going to bring you a hub, don’t hire me,” she recalls. “And I told them the market has shifted. It sounds a little arrogant now, but I thought ‘Oh, this will be easy because they haven’t caught the wave on being able to sell themselves as an O&D market.’ That’s what I spent a career doing. I knew how to match airports to airlines, and that was the easiest part.” The Kitchen Cabinet That reinvention as an O&D airport wasn’t easy, Cassotis stresses, but it was easier than tackling the operational side of the job, given that she lacked experience in that area. “I felt really comfortable with the business end, not as comfortable with the operational end,” she says. Cassotis called in reinforcements in the form of a makeshift “kitchen cabinet” to help her guide decisions and troubleshoot challenges. She tapped Jim Jarvis, a former Massport colleague who is now an associate vice president at Ricondo ; Jeff Fagan, who Above: Cassotis has built her career in aviation over the past three decades. She joined PIT in 2015, her first airport director position. She formed a “kitchen cabinet” of experienced advisors to help guide her in the role. (Photo by Laura Petrilla)

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was then CEO of Dallas Fort Worth International Airport (DFW) and Tom Kinton, the former CEO of Massport who was Cassotis’ first boss in the industry. “Those guys were critical for me,” Cassotis recalls. “I met with them before I started, and every month after, for about 18 months. We’d have dinner in the evening. and then the next morning they’d come to my office for four hours, and I would ask questions: How should I think about this? Or, here’s my instinct, what’s your experience? “What I really appreciated about working with them was, A, they were consistent, and B, they weren’t PowerPoints,” Cassotis adds. “It was sitting in a room and saying ‘here’s what I’m facing. Let’s talk about how you’ve done it, what you’ve seen.’ They were just incredibly generous and helpful with their time.” Later, that same group would become instrumental in allowing Cassotis to hone her vision for the new terminal that opened in November. Jarvis shares that the group supported Cassotis on pivoting away from a refresh of the then-current terminal and toward a greenfield terminal project that would become the stage for PIT’s reinvention. “We spent about six months investigating if it was feasible or not - financially, [in terms of] construction, and whether or not the airlines would buy into it,” Jarvis recalls. “Then we went to the airlines and said a new facility is going to offer significant efficiencies to the airlines. And they all understood. They knew the existing terminal wasn’t set up for O&D.” Jarvis adds that Cassotis is “a very determined and a very smart lady and she used all her skills – she’s great at public relations and very good at political engineering.” Kinton agrees and adds that “She’s not afraid to ask for advice, and she executes on that advice. “She’s got a style and the adaptability, to talk to the troops and get them to buy in,” Kinton says, “because you need the buy in of everybody when you do something like this.” Cassotis says she’s thrilled with the new terminal for its efficiencies and cutting edge technology integration, but also because of its representation of the city. “It really feels like you’re somewhere special, because we were so intentional

about reflecting and serving the region and the industry,” she says. “In the design we’ve got a rolling roof, and that represents the rolling hills of Western Pennsylvania. “The light that allows for is the most energy efficient light ever – that’s natural light – and it goes all the way down into baggage claim. The steel was manufactured across the river. Pittsburgh is a steel city and it’s our steel. The paint on the columns comes from PPG Paint. PPG is a Pittsburgh based company. “The terminal is a nice tribute to what makes this community so special, and it works better,” she continues. “It works better because baggage gets to baggage claim faster, because there’s a place for meeters and greeters, because staff is going to work in a much more efficient space, and passengers are going to be able to find their way easier.” Bryan Dietz, senior vice president of air service and commercial development for the Allegheny County Airport Authority, says Cassotis led the team in shifting the thought processes around change and innovation. “What Christina did is brought to us a performance culture that we had in certain pockets,” he says. “She helped us to have the confidence of thinking big and thinking differently. It’s okay to question something and it’s okay to take risks, it’s okay to fail. That was not baked into our DNA before Christina got here.”

Above: One big goal remaining for Cassotis at PIT is to finish an on-site aviation fuel plant that would allow for sustainable aviation fuel production and distribution at the airport. (Photo by Laura Petrilla)

The Concessions Approach Cassotis has also led a shift in how concessions are operated at PIT. The airport was considered cutting edge back in the early 1990s when it partnered with BAA USA on a 15-year contract to create an “airmall,” complete with a then-unheard-of number of national restaurant and retail brands. The airport was one of the first to institute a street pricing policy as well. BAA USA evolved into AirMall USA, which was later purchased by Fraport Group. Fraport USA worked as a developer for PIT concessions until 2023, when the airport severed the relationship after a legal battle. Now, concessions are operated by the airport, and Cassotis is bullish on the program. “With food and beverage and retail, we’re up 77% in revenue” she says, noting that the growth came before the new terminal opening. “We have figured out how to take care of our passengers, those arriving, those departing, those who are meeters and greeters. “We have 20 new concessionaires that have been brought into the airport, both airside and land side,” she adds. “Based

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