2014 Marketing and Communications Conference with the JumpStart Air Service Development Program and Small Airports Conference

Transcription

1 2014 Marketing and Communications Conference with the JumpStart Air Service Development Program and Small Airports Conference June Shaw Convention Centre Edmonton, AB AGENDA Host Airport Sponsors

2 Monday, June 23, :00am 3:00pm 9:00am 5:00pm 3:30pm 4:30pm Steering Group (open to all Committee members) Registration: Marketing and Communications and Small Airports Full Committee Meeting Updates and Presentations 3:30pm 3:45pm 3:45pm 4:00pm 4:00pm 4:15pm 4:15pm 4:30pm Kick-Off of Committee Mentoring Program North American Airport Trading Cards Preview of Committee s 2015 Conferences Airports for the Future Update 4:30pm 5:00pm Working Groups: Air Service Working Group Salon 19/20; Shaw Convention Centre Media Relations and Customer Service Working Groups 5:30pm 6:30pm 7:30pm 8:30pm Welcome Reception River View Room; Shaw Convention Centre Exclusive Preview Screening: The Invisible Highway Art Gallery of Alberta Join your fellow attendees at the Art Gallery of Alberta a short walk from all three hotels for an exclusive sneak-peek of this documentary about the interconnectivity of our air transportation network, which will be released in IMAX in spring (Please note: this screening will not be in IMAX format.) Tuesday, June 24, :30am 4:30pm 7:30am 8:30am Registration: Marketing and Communications and Small Airports Continental Breakfast

3 8:30am 8:45am Welcome and Opening Myrna White, Director of Marketing and Shareholder Engagement; Hartsfield-Jackson International Airport Chair, ACI-NA Marketing and Communications Committee Bob Mattingly, Vice President and Chief Operating Officer; Sarasota Manatee Airport Chair, ACI-NA Small Airports Committee Tom Ruth, President and CEO; Edmonton International Airport 8:45am 9:30am Joint Keynote Address Michael Friisdahl, President and CEO; Air Canada Leisure Group, Air Canada Rouge Moderator: Tom Ruth, President and CEO; Edmonton International Airport 9:30am 10:15am Joint General Session: Designing Tomorrow s Customer-Focused Airport Stanis Smith, Senior Vice President; Stantec Moderator: Karen Ellis, Director of Customer Service; Houston Airport System Edmonton-based Stantec has a deep understanding of airport operations and deliver the in-house expertise necessary to deliver a successful airport project. After having worked with over 200 airports globally, Stanis Smith will share with you the work with they have done with airports to uncover and celebrate what is unique about their region and country. As our ever evolving customer becomes more independent, self-serving and expects efficiency, Smith will illustrate how airports can plan their development projects to ensure that the best practices in customer service, technology and efficiencies are being factored into their designs to ultimately make airports more enjoyable, profitable, and customer responsive. 10:15am 10:30am Networking Break

4 10:30am 11:30am Joint General Session: Air Service Wins and Now Starts the Hard Part Molly Waits, Director of Air Service Development; Houston Airport System Steve Williams, Director of Airport Operations; Delaware River and Bay Airport Authority Ed Wuellner, Executive Director; Northeast Florida Regional Airport Moderator: Justin Meyer, Deputy Director, Marketing and Air Service, Kansas City International Airport They ve successfully recruited new airlines in Avianca, Korean, Frontier, SAS and Norwegian Air Shuttle. They ve gained their airport s first commercial airline service in seven years. They ve added new nonstops to Munich, El Salvador, Seoul and three destinations in Scandinavia. These four speakers represent some of this year s biggest air service development winners. During this general session conference participants will hear about the strategies employed by each of these airports to successfully land new flights. Knowing that the work doesn t stop when the route announcement is made, these airport professionals will also discuss their efforts to make new service prosperous from the inaugural through the long haul. 11:45am 1:30pm 1:30pm 2:15pm Networking Lunch with Communications Contest Awards Salon 11/12; Shaw Convention Centre Social Media: Generating a Buzz Richard Bartrem, Vice-President, Communications, Creative Services and Community Relations; WestJet Moderator: Scott Armstrong, Manager, Communications; Greater Toronto Airports Authority Over the years WestJet has been a leader in engaging their customers in some very creative social media activities, from the Cargo Kids video to their April Fool s news releases, they have continually found unique ways to sell their products, services and their culture. Last year WestJet went above and beyond and delivered a Christmas Miracle event and video that rocked the social media world.

5 2:15pm 3:30pm Concurrent 1: How to Train Your Stakeholders Salon 10; Shaw Convention Centre Carol Hewitt, Director, Route Development, Edmonton International Airport John Korenic, Director, Aviation Marketing, Vancouver International Airport Moderator: Howard Mann, Vice President, Policy & Market Analysis; InterVistas Focus areas: Air Service, Community Relations Have you ever had a customer ask why is more expensive to fly out of our airport versus others? Or, do your colleagues ever ask you why don t we have nonstop flight to.? Many of our stakeholders, like employees, board members or community supporters do not understand the fundamentals of the airline business or more specifically what is air service development. This session will give you some guidelines, direction and training material so you can educate your stakeholders and gain their support. Concurrent 2: Improving the Customer Experience with Concession Marketing Carmen Donnelly, Director, Concessions, Parking & Ground Transportation; Edmonton International Airport Pat Hogan, Director of Public Affairs And Marketing; Minneapolis-St. Paul International Airport Diana Lucero, Director, Voice, Vision & Engagement; San Diego International Airport Moderator: Emily Richard, Vice President, Strategic Communications; Nashville International Airport Focus areas: Customer Service, Marketing, Media Relations Marketing your airport concessions not only increases non-aeronautical revenues, it also provides travelers with the information they need to make the most of their airport experience. Learn how your peers are approaching this challenge and take home ideas you can use. 3:30pm 3:45pm Networking Break

6 3:45pm 5:00pm Concurrent 3: Plane Talk Salon 10; Shaw Convention Centre Eric Bordeleau, General Manager, North America Schedule Planning; Air Canada David Harvey, Senior Director, Network Planning & Performance, Southwest Airlines Lukas Johnson, Vice President of Network and Strategy; Allegiant Airlines Jeff Jones, Vice President of Market Planning and Scheduling; Republic Airways Holdings John Weatherill, Director, Network and Schedule Planning; WestJet Moderator: Johanne Gallant, Director, Airport Commercial Development, Greater Moncton International Airport; Vice Chair, ACI-NA Marketing and Communications Committee Focus areas: Air Service As a prelude to the 2014 JumpStart program, don t miss several carriers provide attendees with a quick 10-minute overview of the latest updates from their airline including network additions, changes to their fleet and insights into the future. Concurrent 4: Hot Topics An Open Forum to Exchange Ideas Moderator: Jeff Lea, Public Relations Manager; Lambert-St. Louis International Airport Focus areas: Customer Service, Marketing, Media Relations Join your colleagues for a lively and informative conversation on the latest communications issues and trends in play at airports across North America. Help select the topics in an upcoming on-line survey. 6:00pm 8:30pm Airport Host Event: Blatchford Hangar at Fort Edmonton Park Buses will pick up at all three hotels at 6:00pm. Fort Edmonton Park is a place where time has stopped and is waiting for you to experience life as it was through four historical periods between 1846 and Go back in time more than 150 years and walk through the days of the fur trade, and the pioneer years of 1885, 1905 and After a tour of the Fort Edmonton and its shops and sites, we head to Blatchford Hangar for good Western Alberta BBQ and great music from the Canadian band April Wine. Buses will begin returning to the hotels at 8:30 with shuttles running every half hour.

7 Wednesday, June 25, :30am 4:30pm 7:30am 8:30am 8:30am 9:15am Registration and JumpStart Help Desk Continental Breakfast Canadian Policy Update Salon 3; Shaw Convention Centre Daniel-Robert Gooch, President; Canadian Airports Council U.S. Policy Update Deborah C. McElroy, Executive Vice President; ACI-NA 9:15am 10:00am General Session: State of the Industry David Gamrath, Marketing Analyst; Boeing Moderator: Deborah C. McElroy, Executive Vice President; ACI-NA A very brief overview of Boeing s long-term forecast followed by a discussion of key market growth drivers in the industry over the next decade, including the impact on airports. 10:00am 10:15am 10:15am 11:00am Networking Break General Session: Customer Service the Fairmont Way Anna Chartres, Regional Director of Human Resources; Fairmont Hotels & Resorts Moderator: Krista Kealey, Vice President, Communications & Public Affairs; Ottawa International Airport How does Fairmont deliver on its mission of turning moments into memories for their guests? Learn how their 5 Service Promises give colleagues the opportunity to tailor each interaction to the guest s specific needs. We will discuss how to adapt the Fairmont Royal York Promises to improve the customer service at your airport.

8 11:00am 11:45am General Session: Transborder Leakage Pascal Cohen, Senior Manager, Aviation Marketing, Buffalo Niagara International Airport Mike Seabrook, President and CEO, Greater London International Airport Moderator: Jack Penning, Director of Market Analysis, Sixel Consulting Each year, an estimated 5 million Canadians cross the border into the U.S. for cheaper flights. U.S. airports have been able to lure Canadians thanks to lower fares, lower taxes and lower airport costs. This panel will delve into the role Canadian aviation policy has in making Canada s airports less than competitive on cost, and we ll discuss how the future of low cost transborder service could change the dynamic as early as We ll hear the perspective from both Canadian and U.S. airport representatives. 12:00pm 1:30pm Lunch with Bushelman Award Presentation Hall B; Shaw Convention Centre Plus more information on the Committee s New Mentoring Program 1:45pm 3:15pm Concurrent 5: Using Technology to Accomplish Key Goals Sean Aziz, Director of Communications; OTG Management Christiane Beaulieu, Vice President, Public Affairs and Communications; Aeroports de Montréal Moderator: Brian Belcher, Director of Marketing, Air Service Development; Charleston Yeager Airport Focus areas: Customer Service, Marketing, Media Relations Whether you want to build brand loyalty, reduce costs, boost revenues, enhance security processes or improve the customer experience, technology can play an important role. See how organizations as diverse as the Mall of America, OTG Management and Aéroports de Montréal are using technology to make their organizations more efficient, secure and customer-friendly. 2:00pm 5:00pm 3:15pm 3:30pm JumpStart Air Service Development Program One-on-One, Pre-Scheduled Airport-Airlines meetings Networking Break

9 3:30pm 4:45pm Concurrent 6: The Stories Behind Your Success Moderator: Julie Rodriguez, Public Information Manager; Phoenix Sky Harbor International Airport On Tuesday, you learned who won the 2014 Communications Contest and during this session the recognized best practices of four these airports will be featured. 6:00pm 7:00pm JumpStart Welcome Reception Empire BR; Fairmont Macdonald Hotel Thursday, June 26, :00am 3:15pm 8:00am 4:50pm Registration and JumpStart Help Desk Air Service: JumpStart Air Service Development Program One-on-One, Pre-Scheduled Airport-Airlines meetings