With the rapid growth of air transport recently observed in Brazil, several airports are experiencing demands that affect the level of service of passenger terminals. The aim of this study was to evaluate the level of service offered in the passenger terminal of a regional airport. The case studied was the airport of Ribeirão Preto, in the state of São Paulo. The assessment was done with the method developed by Medeiros (2004), in two periods of time: the current situation (i.e., the actual demand in 2010) and the year 2015. The results have shown that the current levels of service of the terminal components assessed (which include since departure and arrival facilities until toilets) are predominantly Regular or Insufficient, with 69 % of the components in either one of those classifications. However, despite the substantial demand growth anticipated for the near future, the evaluation conducted for 2015 does not indicate a significant deterioration of the level of service in the passenger terminal. A possible explanation for that is the relatively low overall level of service already offered today.
Ribeirão Preto airport; level of service; passenger terminal; Leite Lopes airport