Customer experience guarantees international recertification of BH Airport

BH Airport has just been recertified at Level 2 in the Airport Customer Experience Accreditation program, recognizing its commitment to customer satisfaction. This initiative is part of Airports Council International (ACI) World's Airport Service Quality (ASQ) program and contributes to the advancement of airport passenger experience practices. With this recertification, BH Airport remains the only airport in Brazil with Level 2 accreditation. There are 46 worldwide and 9 in Latin America.

To receive certification, airports participate in an analysis process that provides a 360° view of customer experience management in the airport environment, with a classification ranging from Level 1 to 5, assessing the maturity of passenger relationship practices. The program considers eight key aspects: customer understanding; strategy; measurement; operational improvement; governance; airport culture; service design/innovation; and airport community collaboration.

"The recertification signals that we are not only maintaining the consistency of our actions, but that we continue to evolve, striving to offer the best customer experience," notes Rodrigo Côrtes, COO of BH Airport. "We are on the right path, with a strategy that values ​​Minas Gerais as a differentiator in welcoming, supported by active and structured listening to the expectations, perceptions, and contributions of our passengers. We remain committed to rigorous monitoring and implementing improvements that reinforce our position as an airport benchmark for hospitality and quality of service," Côrtes reinforces.

In addition to Level 2 recertification under the Airport Customer Experience Accreditation program, BH Airport has been evolving over the past 11 years, earning significant recognition in its pursuit of the best airport experience offered to customers. For five consecutive years, the Minas Gerais terminal received the highest score in ANAC's Q Factor, which measures the quality of services at airports under concession, and was also selected as the best airport by the Civil Aviation Secretariat's Aviação Mais Brasil Award. most punctual among the largest airports in the country.

It's the fifth time: biodiversity protection guarantees BH Airport its fifth Green Airport seal

For the fifth consecutive year, BH Airport has been recognized as a Green Airport by ACI-LAC (Airports Council International - Latin America & Caribbean). In the 2025 edition of Green Airport Recognition, the Fauna Passage project was recognized during the Airports Council International Annual Conference and Exhibition, held this Monday in Trinidad and Tobago.

"By once again receiving the Green Airport seal, we demonstrate the importance of the ESG agenda for BH Airport, balanced with operational efficiency and the modernization of our infrastructure," said Daniel Miranda, CEO of BH Airport. "We work both to minimize the impact of aviation on the environment and to provide solutions by creating an ecosystem for the protection and conservation of biodiversity, reinforcing our commitment to sustainable development," he emphasized.

The Green Airport Recognition evaluation criteria consider the involvement of the airport's senior management, demonstrating active participation and support; the sustainability benefits, supported by quantitative data and indicators that contribute to the United Nations Sustainable Development Goals; Stakeholder engagement, with evidence of collaboration with internal teams and external partners, as well as innovation.

The wildlife crossing was built by the Minas Gerais state government, under the responsibility of the Minas Gerais State Highway Department (DER-MG), before the concession to BH Airport began. "Today, we are responsible for maintaining and monitoring the wildlife at the site, protecting the region's biodiversity, in synergy with the Lagoa Santa Karst Environmental Protection Area (APA Carste)," explains Daniel Miranda.

What is the wildlife crossing?

It is a tunnel approximately 2 meters high and 60 meters long, built under the LMG 800 highway, the main access to BH Airport. The structure facilitates the safe movement of wild animals between two large forest fragments, forming an ecological corridor for wildlife in the Lagoa Santa Karst Environmental Protection Area, which is part of the airport site.

Since 2023, several local fauna species have been recorded during the underground crossing, including wild mammals typical of the Atlantic Forest and Cerrado biomes, some classified as endangered or vulnerable to extinction. Nearly 20 species have already been identified traveling along the passage. Among them are lesser anteaters, brown brocket deer, tayras, hedgehogs, coatis, ocelots, bush dogs, ferrets, armadillos, opossums, capybaras, tapirs, bats, and pacas.

Monitoring is carried out by the BH Airport wildlife management team using camera traps that capture images and videos of the animals during the crossing. In addition to protecting local biodiversity and ensuring gene flow between native species, the crossing prevents accidents. In the first two years of monitoring, an approximately 83% reduction in wildlife roadkill along the highway was observed. The reports and data generated are made available by the airport to support research and scientific work within the Karst Environmental Protection Area (APA Karste).

Natural Heritage

The region surrounding BH Airport is home to over 300 hectares of native vegetation, distributed between the Atlantic Forest and Cerrado biomes, forming an ecosystem integrated with other preserved areas. The landscape is also notable for its geological, paleontological, archaeological, and hydrological diversity. The local karst system, characterized by soluble rocks in geology, presents a landscape characterized by caves, sinkholes, and underground aquifers, essential for biodiversity preservation and water supply.

The Karst Environmental Protection Area (APA Karste), where BH Airport is located, also features remains of extinct megafauna and prehistoric peoples, fundamental to understanding the natural and human history of the region and the American continent. The oldest human fossil in the Americas, named "Luzia," was discovered within the protected area, located approximately 3 km from the airport runway. The revelation opened the way for a reevaluation of theories related to the origin and migration of the continent's first inhabitants.

BH Airport has seen growth above the national average for the sector

BH Airport opens the last quarter of the year reaffirming its dedication to offering the best airport experience to its customers, delivering greater convenience, comfort, safety, and practicality through infrastructure improvements and modernization. Later this October, the Minas Gerais international terminal will reopen Arrivals 1 for passengers, a project undertaken by the government, which involved a contribution of approximately R$15 million from BH Airport, with a commitment to reimbursement from Infraero.

The project brings technological and architectural innovation to Arrivals 1, which now features a more streamlined circulation flow, a new layout for baggage claim, an elevator, escalators, a restroom, air conditioning, surveillance cameras, and state-of-the-art electronic systems, spanning a total area of ​​2,000 square meters. "This is another important initiative to transform arrivals and departures at our airport into pleasant, smooth, convenient, and comfortable experiences. As true Minas Gerais residents, we always strive to welcome passengers with our hospitality, in an environment that is simultaneously welcoming, modern, and efficient," emphasizes Daniel Miranda, CEO of BH Airport.,

The construction work on Arrivals 1 is the remainder of a set of investments worth approximately R$250 million planned for the airport. "This package should have been delivered by the public company before the airport was granted a concession, as part of the preparation for the World Cup. The modernizations include renovations to the passenger terminal, with new commercial options, modernization of the facade, electrical and electronic systems, air conditioning, baggage handling and inspection, as well as the completion of renovations to the aircraft apron," explains the CEO of BH Airport.

Over the 11 years of the concession, approximately R$1.3 billion was invested in infrastructure, including the construction of Passenger Terminal 2, which expanded the airport's capacity from 10 to 32 million passengers per year. Investments were also made in terminal renovations, road improvements, runway and apron renovations, and the expansion of the runway, which now measures 3,600 meters and is the third-longest in Brazil. In terms of technology, innovations included the service and boarding system, benefiting both passengers and airlines, as well as the new e-gate, an electronic passport checkpoint that allows for document verification in seconds.

"It's worth noting that our infrastructure allows us to operate large aircraft and expand international connectivity, strengthening BH Airport's strategic role as a hub," emphasizes Daniel Miranda. Consistency drives the growth in these figures. Comparing the pre-pandemic period (2019) to 2025, BH Airport saw a 20% increase in passenger traffic, while the Brazilian average grew by 9%. Comparing 2025 to 2024, from January to September 2025, more than 9 million passengers passed through the terminal, representing an increase of approximately 10% compared to the same period the previous year.

In the cargo sector, BH Airport handled more than R$11 billion in imported goods in 2024, a 60% increase over the previous year. Between January and August 2025, the BH Airport Multimodal Logistics Hub handled more than 9,000 tons, including import and export operations, representing an 11% increase compared to the same period in 2024. "Our strategy is to integrate different modes of transport, from air to sea and land. In other words, we aim to offer comprehensive solutions for importers and companies across a wide range of sectors," concludes Daniel Miranda.

Construction work on Avenida Cristiano Machado will temporarily impact arrivals at Belo Horizonte Airport and require more planning from travelers.

Access to Belo Horizonte Airport is already being impacted by the start of construction work on the trench on Cristiano Machado Avenue, near Cristo Rei Cathedral, in the northern region of Belo Horizonte. The project, led by PBH, is altering traffic dynamics on one of the main corridors connecting downtown Belo Horizonte, the Administrative City, and the airport. Passengers are advised to plan their journeys in advance, as travel times can increase by up to 30 minutes.

The project involves the construction of a 730-meter-long trench that will physically separate local and express traffic flows. This should ensure greater fluidity and, upon completion, reduce travel time between downtown Belo Horizonte and the Administrative City by approximately 20 minutes.

The hoardings signaling the start of operations were installed on September 23, marking the beginning of the operational phase of the project. During this period, BHTRANS began defining alternative routes using internal roads in adjacent neighborhoods, aiming to preserve local access and offer options for drivers. Furthermore, the company will intensify inspections in the area, particularly to prevent irregular road use and minimize impacts on urban mobility.

For passengers using public transportation to BH Airport, this recommendation is reinforced. The schedule for the lines connecting the terminal to downtown Belo Horizonte, especially the boarding and disembarking point at the Hotel Ouro Minas, will undergo adjustments to adapt to the new traffic conditions. It is expected that this segment will also experience longer travel times during the construction period.

The intervention is part of a series of urban mobility initiatives aimed at modernizing access in the northern region of the capital. With the trench fully completed, traffic flow will be faster and safer, benefiting both residents and passengers heading to the airport. Until then, the recommendation remains the same: plan your commute with extra time, especially during peak hours.

According to the PBH, geometric adjustments and improvements to urban infrastructure, including drainage, paving, lighting, and landscaping, will also be made. The implementation will be overseen by the Capital Development Superintendence (Sudecap). The estimated completion time is up to 36 months.

BH Airport sets all-time record for international passenger movement

Over the 11 years of its concession, BH Airport has continued to evolve, committed to offering the best airport experience to its customers and promoting Minas Gerais' connectivity with Brazil and the world. The latest result of this evolution is the historic record reached in July, when 31,116 international passengers disembarked at the terminal and 31,237 departed for international flights, totaling 62,353 passengers. This is the first time BH Airport has reached this level of international traffic in a month since the concession began, surpassing the previous high, when 62,143 passengers disembarked or departed for international flights in January 2018.

BH Airport is the third-largest airport in Brazil with the most destinations and the second-largest in domestic flights. The international network includes routes to Europe, North America, Latin America & the Caribbean: Lisbon (Portugal), Orlando (USA), Panama City (Panama), Willemstad (Curaçao), Santiago (Chile), and Buenos Aires (Argentina). And there's more to come. The next edition of Routes World, considered the most important event in the aviation industry for developing new routes, will be held later this September and is strategically important for the expansion of BH Airport's international network.

Routes World brings together airlines and airports, as well as other industry players, in a round of negotiations, insights, and dialogue that creates opportunities for market growth and strengthens partnerships, defining the global future of the airport services industry. "During this event, we hold, on average, more than 25 meetings, reinforcing our potential and our strategic differentiators, negotiating directly with airlines from all over the world," reveals the Connectivity and Aviation Manager at BH Airport, Clayton Begido, confirmed presence at the 2025 edition of Routes World, which will be held in Hong Kong, between September 24th and 26th.