Christina Cassotis Turns Pittsburgh Airport into a National Model of Innovation and Heart

In recent years, the aviation industry has experienced a positive transformation as more women take on leadership roles, reshaping not only the systems but also the very essence of the airports we use. Throughout North America, only a small number of women—just three, to be exact—lead these busy facilities, employing unique perspectives and innovative ideas. One of these is Christina Cassotis, whose journey from being the daughter of a Pan Am pilot to becoming the CEO of Pittsburgh International Airport (PIT) is truly inspiring.

A Legacy in the Skies

Growing up in a household deeply connected to aviation, Cassotis was shaped early on by an understanding of the industry. Her father, a former Marine Corps fighter pilot, transitioned to commercial aviation with Pan Am, flying routes from Hong Kong’s iconic Kai Tak Airport.

“Those were the glory days,” she recalls. But the volatile nature of the airline business was evident. After Pan Am’s decline, her father moved to United Airlines.

Photo: Courtesy of L Petrilla

“He knew Pan Am wouldn’t survive deregulation,” Cassotis tells Business Traveler. Her family moved from Hong Kong to New England, where she grew up with a front-row view of the realities of an airline family. Though travel opportunities existed, her father’s preference to stay grounded when off duty meant vacations were a rarity. “Our family trip to London when I was 10 was a rare exception. But that trip ignited my love for travel.”

A Path Shaped by Unexpected Encounters

Cassotis’ journey into aviation leadership was anything but conventional. “I was bartending on Beacon Hill in Boston,” she recalls. “It was a spot where state reps and senators would come in for lunch or drinks.” There, she was offered a job at the Department of Energy Resources, where she stayed for 18 months before being recruited to work as the communications director for a cabinet secretary. “After six months, I moved to Massport,” the owner and operator of Boston Logan International Airport. “It felt like a natural progression. I didn’t even realize that airports had jobs like the one I was offered.”

At 29 without a college degree, Cassotis went back to school while working at Massport and eventually graduated. “I worked my way up to deputy director of communications. I absolutely loved it. I thought, I can’t believe I get to work at an airport.”

Photo: Boston-Logan International Airport. Courtesy of Philippe Murray-Pietsch / Unsplash

After four and a half years, she was recruited by a consulting company, where she worked and consulted for various airports for 17 years. The vibrant, unpredictable nature of the industry captivated her. She thrived in the role.

Looking back on her ascent from bartending for politicians to leading an airport, Cassotis says, “Bartending teaches you people skills—how to read personalities, manage situations and think quickly. Those lessons have served me every day as a CEO.”

Navigating Pittsburgh’s Turbulent Skies

When Cassotis joined PIT in 2015, the airport was a mere shadow of its former self. Once a bustling hub for travelers, it lost that status in 2004 when US Airways abandoned its hub there, leaving behind empty gates and a significant economic void.

“I expressed my concerns during the interview process in late 2014,” Cassotis says. “I told the headhunter that if the organization aimed to become a hub again, I wouldn’t consider the position.”

Photo: US Airways hub in 2011. Courtesy of Pittsburgh International Airport

In front of the airport’s board of directors, she reinforced her point by stating, “The hub is not coming back.” “I was very up-front about it,” she admits. The world and the airline industry had changed significantly, leading her to believe that smaller markets such as Pittsburgh simply do not generate enough demand for a major airline hub.

“From day one, I prioritized that we could succeed using a different business model,” she explains. “This shift in mindset didn’t imply that anything was wrong. Rather, it acknowledged that the landscape had evolved, and we needed to adapt to this new reality.”

Cassotis asserted that PIT could achieve significant success as a business and encouraged discussions about what that would entail moving forward. She posed the question: How could Pittsburgh redefine itself without relying on a major airline hub? “Airlines serve markets, not airports,” she states.

Photo: Aerial view of the airport in 2008. Courtesy of Pittsburgh International Airport

Understanding that the airport’s future depended on serving the local community, she introduced a clear, market-driven vision: “Our path to success is to operate as an origin and destination airport.” Under her leadership, PIT has expanded its destinations from 36 to 61. “We now have every major U.S. airline—except Hawaiian Airlines, and we don’t expect them to come anytime soon,” she laughs.

Among the two European carriers flying to PIT, British Airways connects daily with London, and Icelandair offers seasonal service to Reykjavík. “I envision expanding the breadth and depth of our existing markets,” she says, including increased flights to the West Coast.

But Cassotis isn’t holding back. “I see potential for more destinations in Europe and Canada,” she says, addind that a potential direct flight to the Middle East would be plausible to cater the large Indian diaspora that lives and works in the Pittsburgh area. “I also see opportunities in cargo and logistics, as we will be the first airport in the country to develop sustainable aviation fuel on-site for these services.”

A Vision for the New Terminal

To prepare for its ambitious plan, a crucial element of the transformation at PIT is the new terminal, which is set to open this year. Called the most beautiful airport design in North America, the terminal is intended to capture the essence of the city, with locally sourced materials, environmentally friendly systems and innovative architecture.

Photo: Courtesy of Pittsburgh International Airport

“We took a user-centric approach, focusing on the needs of passengers, partners and staff,” she explains. “A key focus of our service design is on addressing issues when things go wrong. We strive to take care of people, regardless of whether it’s our fault or not.”

Travelers will also benefit from eco-friendly features, such as electric vehicle charging stations. Additionally, a new connector bridge, inspired by the Fort Pitt Bridge, will reduce walking distances and offer a stunning view of the city.

Photo: Courtesy of L Petrilla

“The space itself is a beautifully designed building filled with natural light and high ceilings,” she notes. “The interior features treelike columns, creating a unique atmosphere. Additionally, outdoor terraces are accessible to everyone, regardless of club membership.”

A People-Centric Approach

When asked about her vision for future airport terminals, Cassotis says, “I would like to see more sensory rooms, more nursing stations and additional services for people when things go wrong,” she says. “I’d like to see airports prioritize people over just efficiency. That would be wonderful.”

This compassionate and human-centered approach to leadership is what has made Cassotis stand out. Her journey is particularly impressive considering she was diagnosed with ADHD at age 47. “It felt like someone was unlocking something inside me, like a key turning,” she explains. “Suddenly I realized that there wasn’t anything wrong with me.”

Photo: Courtesy of Pittsburgh International Airport

Cassotis discovered her ability to make real-time connections and understand complex systems from multiple perspectives. “I didn’t realize I could do things others couldn’t,” she says. “I can recognize people’s strengths and identify what holds them back.”

Medication has helped Cassotis improve her focus, especially on tasks she finds difficult to initiate. “If a task isn’t fun or urgent, I struggle to start it. The medication enables me to initiate projects that I would otherwise find very challenging.”

Her story has resonated with many, and she frequently receives letters from people inspired by her journey. “A young man once wrote to me after his parents read my story. They told him, ‘You will find your way, just like she did.’ That touched me deeply.”

Cassotis hopes her story encourages people, particularly young individuals with ADHD, to embrace their differences and recognize their strengths. “There’s nothing wrong with thinking differently,” she says. “It’s just different.”