High Passenger Satisfaction at Brazil's Main Airports: A Sign of Excellence

Strategic Insights -

Brazil's main airports have consistently maintained a high level of passenger satisfaction, with 94% of users rating their experience as 4 or 5, out of 5, in a recent survey. The National Passenger Satisfaction Survey, conducted by the National Civil Aviation Secretariat (SAC), interviewed 8,517 passengers at airports that account for 87% of the country's air travel flow. The results highlight the operational excellence of terminals of different complexities, with Florianopolis Airport, Curitiba Airport, and Confins Airport leading in their respective categories.

Key Takeaways:

  • 94% of passengers rated their experience as 4 or 5, out of 5, in the National Passenger Satisfaction Survey.
  • The overall average satisfaction rating was 4.44, on a scale of 1 to 5.
  • All 17 infrastructure, service, and service indicators recorded average scores above 4.0.
  • Florianopolis Airport led among small airports, with a score of 4.77.
  • Curitiba Airport was the best-rated medium-sized terminal, with a score of 4.51.
  • Confins Airport led among large airports, with a score of 4.62.
  • The survey serves as a diagnosis for continuous improvements, with areas such as cost-benefit of food products, commercial stores, and parking, as well as infrastructure and convenience, signaling room for improvement.
  • The National Passenger Satisfaction Survey is a strategic tool for monitoring the quality of services and guiding public policies for the sector.

Statistics:

  • 94% of passengers rated their experience as 4 or 5, out of 5.
  • The overall average satisfaction rating was 4.44.
  • 8,517 passengers were interviewed in the survey.
  • 87% of Brazil's air travel flow passes through the survey's airports.
  • All 17 infrastructure, service, and service indicators recorded average scores above 4.0.
  • The average overall passenger satisfaction score fluctuated between 4.41 and 4.48 over the last 12 months.

Sources:

  • National Survey of Passenger Satisfaction and Airport Performance, 2025.
  • National Civil Aviation Secretariat (SAC).
  • Ministry of Ports and Airports (MPor).
  • National Commission of Airport Authorities (Conaero).
  • Special Social Communication Advisory, Ministry of Ports and Airports (2022).
  • Albawaba, 2022.