Quality of service is at the heart of the management model of CCR Group’s airport concession units. Both in Brazil and abroad, investments are made with a focus on increasing comfort for passengers, improving the working conditions of airlines and seeking integration with other terminals, providing more flight and destination options for users.

BH Airport monitors 34 indicators defined by Anac on a monthly basis. These range from airport cleaning services to check-in queuing times (hand luggage check) and passengers’ perception of quality and the cost of services. Parallel to these processes, the Secretaria da Aviação Civil (Office of the Secretary for Civil Aviation – SAC) conducts a quarterly passenger satisfaction survey covering 38 items of infrastructure, customer service, services and management of the country’s top 15 airports.

The airport expansion and adaptation works are among the factors with the greatest impact on passenger and visitor satisfaction. In this context, the delivery of the new passenger terminal in December 2016 had a positive impact on last year’s quality of service indicators, with the expansion of the arrivals and departures halls and of the shopping and baggage reclaim areas, new boarding gates and more parking spaces.

Accessibility aspects are also continually improved by works and expansions. About R$ 150 million have already been invested in this type of adaptation, guaranteeing accessible toilets, tactile paving and elevators.