The Airport Service Quality program already has 348 airports in the world, of which 36 are in Latin America and the Caribbean
The Airports Council International of Latin America and the Caribbean (ACI-LAC) is pleased to inform that the Belo Horizonte International Airport has just joined ASQ – Airport Service Quality, an ACI program recognized worldwide for providing member airports with tools to measure and improve passenger satisfaction, business performance and the quality of airport services.
The participating airports of the ASQ - Airport Service Quality receive the ACI World's Airport Customer Experience, accreditation for airports that work to improve the excellence of the passenger journey in the long term. Accreditation is valid for one year.
The Belo Horizonte International Airport, operated by BH Airport, a member of ACI-LAC, 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 American and Caribbean region.
“We have just taken the first step to further boost 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 improving the experience of people at our airport. Joining the program is an opportunity to identify new practices and possible improvements”, emphasizes Kleber Meira, CEO of BH Airport.
The ASQ – Airport Service Quality program makes available to participating airports the experience of surveys carried out on passengers (boarding and disembarking), employees and retailers in order to find solutions to improve the traveler experience, improve the service offer and increase non-aeronautical revenues.
The ACI World Airport Customer Experience accreditation is structured around eight domains: understanding the customer; strategy; measurement; operational improvement; governance; airport culture; service design/innovation; and collaboration of the airport community.
“It is a pleasure to have Belo Horizonte International Airport among the ACI-LAC member airports that participate in ASQ, the world's leading passenger experience management program. It is essential to listen to passengers to understand their demands and expectations and to identify solutions to improve the services provided and increase airport revenue. And it is natural that a market of the importance of Brazil is committed to seeking the best practices to guarantee passengers an increasingly satisfactory trip”, said Rafael Echevarne, general director of the ACI office in Latin America and the Caribbean (ACI- LAC).