Convenient Airports: Point of View of the Passengers

The competition among airlines or among airports aiming at to increase the demand for its services has been more and more incited. Knowledge the perception of the users for the offered services means to meet the customer's needs and expectations in order either to keep the customer, and therefore keep a significant advantage over competitors. The passenger of the air transportation wants rapidity, security and convenience. Convenience can be translated by comfort that the passenger wants for the price that he can pay. In this paper had been identified. as a result of a survey achieved in six Brazilian airports during 2002, the best indicators in the passenger's perception. These indicators among any others were listed m the handbook of Airports Council International (ACI). Distinctive perceptions were observed among passengers with different travel motivations. This survey had been carried through in the airports of Brasilia, Porto Alegre, Salvador. Fortaleza, Curitiba and Bel6m. Considering this survey we can identified the most attractive airport among them. This work is a way to help improve quality of service, in particular, m these six airports of the Brazilian network. The results should be published and made available to all the parties concerned (airport authority, airlines and service providers) and should lead to corrective action when the passenger is not satisfied with the service.