Customer experience guarantees international recertification of BH Airport

BH Airport has just been recertified at Level 2 in the Airport Customer Experience Accreditation program, recognizing its commitment to customer satisfaction. This initiative is part of Airports Council International (ACI) World’s Airport Service Quality (ASQ) program and contributes to the advancement of airport passenger experience practices. With this recertification, BH Airport remains the only airport in Brazil with Level 2 accreditation. There are 46 worldwide and 9 in Latin America.

To receive certification, airports participate in an analysis process that provides a 360° view of customer experience management in the airport environment, with a classification ranging from Level 1 to 5, assessing the maturity of passenger relationship practices. The program considers eight key aspects: customer understanding; strategy; measurement; operational improvement; governance; airport culture; service design/innovation; and airport community collaboration.

“The recertification signals that we are not only maintaining the consistency of our actions, but that we continue to evolve, striving to offer the best customer experience,” notes Rodrigo Côrtes, COO of BH Airport. “We are on the right path, with a strategy that values ​​Minas Gerais as a differentiator in welcoming, supported by active and structured listening to the expectations, perceptions, and contributions of our passengers. We remain committed to rigorous monitoring and implementing improvements that reinforce our position as an airport benchmark for hospitality and quality of service,” Côrtes reinforces.

In addition to Level 2 recertification under the Airport Customer Experience Accreditation program, BH Airport has been evolving over the past 11 years, earning significant recognition in its pursuit of the best airport experience offered to customers. For five consecutive years, the Minas Gerais terminal received the highest score in ANAC’s Q Factor, which measures the quality of services at airports under concession, and was also selected as the best airport by the Civil Aviation Secretariat’s Aviação Mais Brasil Award. most punctual among the largest airports in the country.