Source: ACI-LAC

  • The Airports Council International in Latin America and the Caribbean (ACI-LAC) is pleased to inform that Belo Horizonte International Airport has just joined ASQ – Airport Service Quality, ACI’s globally recognized program for providing member airports with tools to measure and improve passenger satisfaction, business performance and airport service quality.
  • The Airport Service Quality program already has 348 airports in the world, 36 of which are in Latin America and the Caribbean

Airports Council International in Latin America and the Caribbean (ACI-LAC) is pleased to announce that Belo Horizonte International Airport has joined ASQ – Airport Service Quality, the worldwide program that ACI offers to airports in order to measure and improve passenger satisfaction, business performance, and airport service quality.

Airports participating in ASQ – Airport Service Quality are awarded ACI World’s Airport Customer Experience, the certification for airports that work toward long-term excellence in the passenger journey. The certification is valid for one year.

Belo Horizonte International Airport, operated by BH Airport, an ACI-LAC member, is the first airport in Brazil to join the ASQ – Airport Service Quality program. Worldwide, the program has the participation of 348 airports on five continents, 36 of which are in the Latin America and Caribbean region.

“We have just taken the first step to boost even more our actions related to customer experience. By joining the program, our intention is to access new knowledge, tools and training that can contribute to further improve people’s experience at our airport. Joining the program is an opportunity to identify new practices and possible improvements”, says Kleber Meira, CEO of BH Airport.

The ASQ – Airport Service Quality program offers participating airports the expertise of surveys conducted with passengers (at boarding and disembarking), employees and retailers in order to seek solutions to enhance the traveler experience, improve service offerings and increase non-aeronautical revenue.

ACI World’s Airport Customer Experience certification is structured based on eight domains: customer understanding; strategy; measurement; operational improvement; governance; airport culture; service design/innovation; and airport community collaboration.

“We are pleased to have Belo Horizonte International Airport among the ACI-LAC airport members participating in ASQ, the leading passenger experience management program in the world. It is essential to listen to the passenger to understand their demands and expectations and identify solutions to improve the services provided and increase airport revenues. And it is natural that a market as important as Brazil is committed to seeking the best practices to ensure an increasingly satisfying journey for passengers,” said Rafael Echevarne, general director of the ACI Latin America and Caribbean (ACI-LAC) office.