International Flight Services Association (IFSA)

Embracing Change


The International Flight Services Association (IFSA) chose Kellen as its full-service management company just prior to the tragic events of September 11, 2001. As a result of the catastrophe and the subsequent, drastic decline in air travel, airlines were forced to make system-wide changes. Additionally, regulatory agencies began introducing new requirements of airlines and companies supporting the delivery of inflight services. As a mirror of the industry, IFSA began to experience declines in membership and involvement, and the long-term viability of the association came into question.


Kellen’s integrated staff team — comprised of senior executive management, meeting and event experts, communications specialists, and financial professionals — partnered with IFSA’s leadership to assess the association’s value proposition. Together, we validated the benefits and services of highest importance to members, ensured effective delivery of programs, and bolstered IFSA’s longevity. Based on extensive membership survey research, the organization increased industry engagement by forming strategic alliances with other stakeholders in the industry to co-host conferences and seminars. IFSA refined the scope of its government affairs and education activities to develop industry guidelines, restore relationships with lead regulatory agencies, and serve as the industry voice.


  • By restructuring to enhance its value proposition, IFSA membership grew 9% year over year
  • Creation of the World Food Safety Guidelines, a comprehensive guide designed to serve as a valuable resource to assist the onboard industry in meeting and exceeding food safety standards
  • Partnerships with other industry stakeholders has opened new markets with the launch of co-located events in Asia and the Middle East
  • IFSA now co-hosts its annual conference and tradeshow with the Airline Passenger Experience Association (APEX), leading to a 15% increase in attendance and exhibit sales