The company Brasilia S.A implements relational marketing systems that are not enough to the public, when creating customer loyalty, it must be taken into account that this has potential competition in terms of land transport throughout the world. country. Generate the preference of the services it provides by reinforcing its relationship with customers. To achieve loyalty and retention, you should not only focus on offering a comfortable travel, modern vehicles or raising and lowering the price of the service by seasons, it seeks to provide quality service, avoiding the inconvenience at the time of make claims for delays or non-conformities in the course of the trip, also in the case of parcels.