Christina Cassotis, the current CEO of the Allegheny County Airport Authority, which manages Pittsburgh International Airport alongside Allegheny County Airport, gives a comprehensive insider view of the airport management world. Through a candid recounting of her journey, she reveals not only her personal history and career switch from consulting to operational leadership but also highlights the intricacies and behind-the-scenes realities airports face daily.
Raised in a small town in New Hampshire, Cassotis was exposed to the wider world from an early age through her father, a Vietnam War fighter pilot who later flew for Pan Am World Airways. His global travels to cities such as Dhaka, Buenos Aires, and Tokyo contrasted sharply with the more routine evenings experienced by her peers. This broad exposure planted a unique perspective on travel and aviation early on.
Initially, Cassotis never envisioned working in airports. Her entry point into the aviation sector began after completing a public relations stint that led her to Boston's Logan Airport, where she worked for nearly five years. A pivotal project there introduced her to the head of a consulting firm specializing in airports. For the next seventeen years, she dedicated herself to airport consulting globally. In the United States, her focus was on helping airports attract the right airlines to operate efficiently, while in Europe, she concentrated on due diligence for infrastructure investors seeking to understand airport assets.
Her transition from consultancy to a leadership role came in 2014 when she was approached to lead Pittsburgh International Airport. Despite initially declining, she later accepted, motivated by a desire to operationalize her business acumen gained from her MIT MBA and to test the model of managing public utilities with a business mindset. Rather than simply managing daily airport operations, Cassotis viewed her role as an opportunity to shift industry standards in the U.S.
According to Cassotis, running an airport is akin to overseeing a small city. No two days are alike, with continuous operations spanning 24/7, 365 days annually. This environment demands comfort with uncertainty and rapid adaptability. Approximately half of her time involves reactive responses to unfolding events, while the other half is proactive strategic planning. Regular coordination meetings with staff and direct reports are vital to manage dependencies and maintain seamless collaboration.
Seasonal considerations, particularly during peak travel periods like holidays, require meticulous preparations such as winter readiness. This includes mobilizing snow removal crews, securing necessary runway de-icing chemicals, and maintaining roadways and pedestrian pathways to keep passenger areas safe and navigable.
Unexpected incidents, especially security-related ones, can abruptly alter the day’s demands. Cassotis emphasizes rigorous training, rehearsals, and ready communication protocols to prepare for such uncertainties. The airport maintains its own fire department, responding daily to several incidents, some potentially lifesaving, located within the terminal. The presence of numerous specialized personnel ensures that the airport remains responsive and resilient to incidents or operational disruptions.
The daily operations occurring out of passenger sight deserve particular attention. Cassotis credits her teams for maintaining the appearance of smooth operations, recognizing that much of their work involves managing complex systems. For example, the baggage handling system must function flawlessly; if it breaks down, maintenance teams swiftly implement contingency measures by using carts to transport luggage, ensuring the flow keeps moving despite high volumes.
The airport’s responsibilities extend beyond traveler-facing services. Snow plowing, roadway clearing, and grounds maintenance—including wildlife control to prevent birds and feral animals from entering critical areas—are essential safety measures. Dedicated administrators oversee wildlife management. Additionally, cybersecurity forms a crucial part of their operational portfolio, safeguarding key systems against digital threats.
A challenge Cassotis faces is public misunderstanding of airport operations, particularly the tendancy to conflate the airport authority with airlines. She clarifies that the airport authority operates independently from airlines, with its own employees who do not receive airline-specific perks such as free flights. Many airport services accessed by passengers are delivered by separate companies or the airlines themselves, limiting the airport authority's direct control over every passenger experience.
Requests for new flight destinations often reflect a lack of appreciation for market realities. Cassotis points out that airlines require substantial consistent demand—equivalent to around 150 passengers daily—to justify launching new routes. Consequently, the authority conducts thorough market assessments and competitive analyses to understand how Pittsburgh fares against other communities and to effectively attract the right airline partners.
Passionate about her role, Cassotis acknowledges the inherent stress but also the excitement and intellectual engagement it offers. She thrives on managing complexity and balancing the diverse needs of stakeholders. Continual innovation and staff engagement remain priorities, helping maintain a workspace that combines operational rigor with a dynamic and enjoyable environment. Notably, she observes that the nature of airport work is unlikely to be supplanted by artificial intelligence in the near future due to its multifaceted human component.