BH Airport Advances in Customer Experience Certification Level as the Only Airport in Brazil Recognized by ACI

The terminal has reached level 2 of the ACI accreditation, joining the list of 9 airports in Latin America with this classification.

BH Airport has once again been recognized for its commitment to customer satisfaction, earning a level 2 classification in the Airport Customer Experience Accreditation program. This initiative is part of the Airport Service Quality (ASQ) program by Airports Council International (ACI) World and helps airports enhance their practices in traveler experience, categorizing terminals from levels 1 to 5.

The Minas Gerais terminal was already the only one in Brazil recognized for its customer experience strategy, having reached level 1 in 2023. Now, BH Airport has met all the requirements to be certified at level 2, which means that “the airport is promoting a clear customer experience strategy” and has a structure for “understanding customer expectations, satisfaction, feedback, and complaints.” In total, 46 airports worldwide hold level 2 certification, with 9 in Latin America and only BH Airport in Brazil.

To receive the certification, airports undergo a comprehensive analysis process that provides a 360° view of customer experience management in the airport environment. The program considers eight key aspects: customer understanding, strategy, measurement, operational improvement, governance, airport culture, service design/innovation, and airport community collaboration.

BH Airport CEO, Daniel Miranda, celebrates the recognition and emphasizes that it is the result of a collective effort focused on continuous improvement. “Customer experience is strategic at BH Airport, and therefore, more than just having a dedicated area, we have also developed a series of actions to ensure that this theme is ingrained in our culture, in every detail of our processes, and in the attitudes of our employees and partners. We are very pleased with this new certification level and will work to implement improvements and constantly evolve,” he says.

In addition to the Airport Customer Experience Accreditation, BH Airport has received the highest score in Anac’s Fator Q for five consecutive years, recognizing the quality of services provided at concessioned airports. The Minas Gerais terminal was also recognized in 2023 by the Secretaria de Aviação Civil with the Aviação Mais Brasil Award as the best and most punctual airport among the largest in the country.