Introduction: The main services provided at airports were converted into indicators by the International Airport Council (ACI), a global commercial organization of airport authorities, and measured at Brazilian airports starting with the FIFA World Cup 2014. Objective: To compare the quality indicators of operational performance of services provided to users of 15 Brazilian airports in the period 2013-2016. Methods: The 48 indicators of operational performance quality of airport services, evaluated by users in 15 airports under study, according to a Likert scale of 5 points, were aggregated in ten intermediate indices and, in a second time, five operational performance indices (tangibility, agility, reliability, guarantee and empathy). Results: In the four-year period from 2013 to 2016, among the ten intermediate indices, Competence was the item best evaluated by the users (average of 4.42) and Costs wasthe worst (average of 2.61). Among the five indexes, Agility and Reliability were the best evaluated (averages of 4.25 and 4.15, respectively), while Empathy was the worst evaluation (mean of 3.82). In the evaluation of the five performance indices according to the airport sectors, airlines and public agencies were the sectors best evaluated, while the commercial airport sector was the worst evaluated. Curitiba was the airport with the best evaluation (4.29), followed by Campinas (4.15) and Natal (4.12), while Cuiabá airport presented the worst evaluation by users (3.64), followed by Guarulhos / SP (3,79). Conclusion: The performance indexes of the airport services in the average category were better evaluated by the users, in categories I and III of small and large ports in the private management of the International Airports of Natal and Brasilia, respectively. Among category II airports, the public management of the Curitiba International Airport presented a better evaluation of the performance indexes for the provision of airport services to users, followed by airports under private management.

Introduction: The main services provided at airports were converted into indicators by the International Airports Council (ACI) and measured at Brazilian airports since the FIFA World Cup 2014. Objective: to describe the operational quality of 15 Brazilian airports, according to passenger size and management model (public/private), in the 2013-2016 quadrennial. Methods: A total of 48 operational quality indicators in the airport services of 15 airports, measured on a Likert scale, were aggregated into ten intermediate indices and five total indices (tangibility, agility, reliability, assurance and empathy). In the 4 years under study, there were an average of 13,000 respondents each quarter in the year. Results: Among the ten Intermediate indices, Competence was the item best evaluated by the users (average of 4.42) and Costs was the worst (average of 2.61). Among the five total indices, Agility and Reliability were the best-evaluated (averages of 4.25 and 4.15, respectively), while Empathy was the worst evaluation (mean of 3.82). Conclusion: The linking of operational performance indexes to the administrative management model (public or private) in the period under study, pointed out the Curitiba International Airport, of public administration (average of 4.29), as the best rated in the opinion of the respondents/users. It received the best evaluations in the intermediate operational performance indices, as well as by sector of the airport.