CONVENIENT AIRPORTS: POINT OF VIEW OF THE PASSENGERS

The competition among airlines or among airports aiming to increase the demand for their services has been intense. Knowing the perceptions of the users for the offered services can help meet the customer's needs and expectations in order to keep the customer and therefore keep a significant advantage over competitors. Air transportation passengers want speed, security and convenience. Convenience can be translated as the comfort that the passenger wants for the price he can pay. In this paper, as a result of a survey in six Brazilian airports during 2002, the best indicators of passenger perceptions are identfied. These indicators were listed among others in the handbook of Airports Council International. Distinctive perceptions were observed among passengers with different travel motivations. From this survey, the most attractive airports among the surveyed ones are identified. This work is a way to help improve quality of service, in particular, in these six airports of the Brazilian network. The result should be 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.