BH Airport achieves the best performance in service quality among the granted airports

The result released by Anac was the highest in measuring performance among the main national airports

​​With an index of 2%, BH Airport achieved the best result in quality of services provided by concession airports. The measurement is carried out annually by Anac – National Civil Aviation Agency, based on Service Indicators (IQS) such as thermal comfort, elevator, escalator, time in the inspection queue, baggage refund, cleanliness, cost-benefit of restaurants, access to information and terminals.

Supported by these indicators, Anac monitors whether airports granted to the private sector are offering appropriate services for passengers and air transport users. Performance impacts the annual tariff adjustment of airport operators, which may influence the reduction of the maximum charge amount and generate a fine, in accordance with the rules established in the concession contract.

Anac guides the annual tariff adjustment by the Q Factor, an instrument for the quality of services provided, measured based on the assessment of compliance with the IQS. The performance variation measured by the Q Factor ranges from -7.5% to 2%. “Excellence in providing public services is in our DNA, and achieving this result demonstrates our commitment to offering the best airport experience to our passengers”, celebrates the CEO of BH Airport, Daniel Miranda.

The indicators that make up the Q Factor and the periods for evaluating services are different for each airport and may also vary annually. Anac’s objective, when applying this methodology of recalibrating the composition of the factor, is to encourage continuous improvement in service provision. The instruments used by the agency for measurement were the satisfaction survey among users, airport movement data and relevant information, such as waiting time in the inspection queue and equipment availability.

“We remain committed to constantly raising our service standards and the connectivity of BH Airport, both in the national and international markets. We seek to attract new destinations, shorten distances and connect destinations”, highlights Daniel Miranda.

National panorama

The provision of services measured by the Q Factor is monitored by Anac in 12 concession airports. Following the result of 1.995% obtained by BH Airport, Curitiba (PR) was positioned with 1.97%, Galeão (RJ) with 1.93%, Florianópolis (SC), Fortaleza (CE) and Salvador (BA) with 1. 80%, Brasília (DF) with 1.75%, Porto Alegre (RS) with 1.60%, Recife (PE) with 1.54%, Natal (RN) with 1.46%, Campinas (SP) with1 .15% and Guarulhos (SP) with 0.47%.

According to Anac, the airports of Brasília, Guarulhos and Viracopos were the first to have the factor applied in the annual adjustment. The values were used in 2015, based on the results of the 2014 quality indicators. At Natal Airport, the Q Factor began to impact the 2016 adjustment, based on data collected in 2015. Congonhas Airport (SP) should have its factor calculated from the third adjustment, which will take place in 2025.​​