Inside Pittsburgh Airport: CEO Reveals What Passengers Don't See

Christina Cassotis, CEO of the Allegheny County Airport Authority, has provided a rare look into the complex world of airport management. Leading Pittsburgh International Airport, Cassotis explained that much of the critical work happens entirely out of passenger view.

With a background in consulting and an MBA from MIT, she took the helm in 2014 to transform how public utilities are operated. Her role requires managing a 24/7 operation that functions like a small city, balancing reactive and proactive duties while preparing for constant uncertainty.

Key revelations include:

• The airport operates as a completely separate entity from airlines
• Operations require daily preparation for security and weather emergencies
• Common misconceptions exist regarding flight scheduling and employee benefits
• The authority must actively market the region to secure new airline routes

Christina Cassotis never originally intended to work in aviation. Growing up in a small New Hampshire town, she gained a global perspective through her father, a military fighter pilot during the Vietnam War who later flew for Pan Am World Airways to destinations like Dhaka, Buenos Aires, and Tokyo.

Her career path began in public relations, leading to a nearly five-year stint at Boston's Logan Airport. A project there introduced her to a consulting firm owner, launching a 17-year career advising airports worldwide. Her consulting work focused heavily on attracting airlines in the U.S. and conducting due diligence for infrastructure investors in Europe.

In 2014, she was recruited to lead Pittsburgh International Airport. Although she initially declined the offer, the opportunity aligned with her post-MBA goal of running a public utility with business efficiency.

"I initially said no. I had recently gotten an MBA from MIT, and even though I loved consulting, I really wanted an operational role. And I really wanted a place where I could prove the thesis that you can run a really good public utility like a business," Cassotis said.

Her motivation went beyond simple management: "When I took the job, I really didn't come to run the airport. I came to change the industry in the US."

According to Cassotis, there are no average days at the airport. The job is best suited for those comfortable with high levels of uncertainty and requires constant vigilance to maintain 24/7, 365-day operations that the public relies on.

The daily routine is a split between reactive and proactive measures. "I would say 50% of my job is reactive and 50% is proactive," she noted. Regular coordination meetings with staff ensure everyone is aware of ongoing developments, given the intricate dependencies within the facility.

Preparation is a major focus, particularly during the busy holiday travel season. The team prioritizes winter operations, ensuring snow crews are ready and chemical supplies are stocked for plowing runways and clearing roadways and pedestrian areas.

The airport maintains extensive emergency readiness. Cassotis explained that security incidents can change the "tone and tenor" of any day instantly. To counter this, the airport trains and drills extensively, maintaining communication plans for every scenario.

Specific operational assets include:

• Fire Department: Responds to three to four lifesaving incidents daily within the terminal.
• Wildlife Administrator: Ensures no wildlife attracts birds or stray cats to the airfield.
• Cybersecurity Team: Protects digital infrastructure.
• Field Maintenance: Manages baggage systems manually during breakdowns.

Cassotis described the environment as "almost like we're a small city," supported by an "incredible network of individuals who are ready every day for something to go sideways."

A significant portion of airport operations remains invisible to travelers. Cassotis credits the staff for making complex logistics look easy, but the reality involves managing critical infrastructure like the baggage system. When this system fails, field maintenance crews must manually transfer bags to carts to assist airlines.

Ground maintenance is equally vital. The airport is responsible for plowing runways, keeping roadways clear, and cutting grass during spring and summer to prevent wildlife attraction. "We have a wildlife administrator, because you can't have wildlife in an airport," Cassotis stated.

The hardest part of her job, she admits, is addressing the assumptions people make due to a lack of understanding about how airports function. A primary misconception is the relationship between the airport and airlines.

"I think a common thing that is overlooked is that the airport is actually separate from the airlines. It's its own entity," Cassotis said. She clarified that airport employees do not receive free flights and that the airport does not control airline schedules.

Passengers often ask why the airport cannot simply arrange a flight to a specific destination. Cassotis responds with the reality of demand: "Do you have 150 friends who want to go every day? That's what it's going to take."

Instead of dictating routes, the Allegheny County Airport Authority must actively market the community to airlines. "We actually have to sell our community to the airlines, and so we spend a lot of time evaluating the air transportation market for our community and everybody we compete with to see how we stack up," she explained.

Despite the stress and complexity, Cassotis remains passionate about her role. She thrives on managing complexity and understanding the needs of various stakeholders. Her leadership philosophy centers on constant improvement and staff engagement.

"I love my job, and I like thinking about my job. Of course, it's stressful, but it's the kind of stress I'm built for," she shared. "I am very good at managing lots of complexity. I really love understanding stakeholders and what they need and how to communicate with them."

She advocates for airports as dynamic workplaces, stating, "Airports are fun places to work." Looking toward the future, she believes certain aspects of the job are secure from automation. Regarding the rise of Artificial Intelligence, Cassotis is confident in the value of human labor in this sector.

"These are the jobs I don't see AI replacing anytime soon," she concluded.