Since early last year when the Federal Airports Authority of Nigeria (FAAN) complied with Federal Government directive on Executive Order Policy, which reduced security protocols on international routs, travellers spend less time on queues leading to enhanced passenger facilitation.
Executive Order has removed all the bottlenecks that caused delays for passengers, face to face contact with security operatives often abused by the officials, which most times force Airlines to delay flights.
Air travellers and Airlines have commended the agency and noted that the policy has made FAAN to operate in accordance to international standards in terms of passenger processing and it has also created more space at the departures for passenger movement.
“I must say I am impressed at the manner our Nigerian airports are organised now, especially the Murtala Muhammed International Airport (MMIA). Passenger facilitation is well coordinated and the touting at the airports is minimal since the implementation of the executive order. FAAN has been able to not only comply with the order but also sustained the good developments. This has improved movement of passengers in the terminals since the queues which were heightened by touts have been eliminated,” Chukudi Ekene, a frequent traveller told BusinessDay.
Ekene said duty staff are now properly identified by uniforms and official cards and all off duty staff were no longer found in the terminals.
He also mentioned that officials at the airports have stopped soliciting or receiving bribes from passengers.
FAAN has since handled passengers complaints within the shortest period possible, through its ‘Service Level Agreement,’ as long passengers lay their complaints within 48hours after such incident occurred.
The authority also has a Closed User Group Telephony system for passengers to call and make complaints and enquiries and has continued to hold regular orientation for members of Staff that interface with members of the public, such as the Aviation Security (AVSEC), operations and Customer Service.
In addition to these, there are also regular stakeholder sensitisations and the Presidential Enabling Business Environment Committee (PEBEC) has ensured submission of its monthly report to ensure implementation of recommendations made to boost airport business in Nigeria.
BusinessDay’s checks show that currently, there are lesser complaints from foreigners because PEBEC has been put in place to check all agencies at the airport. FAAN has also launched its service charter on the 13th Dec 2017 to ensure customer complaints are attended to as at when due.
Basic problems at the airport over the years have been power, conveyor belts, air conditioning and congestions.
These congestion issues will be resolved will the newly built terminals. Facilities have been fixed. Toilets are good, serviceable and good condition. There are still power outbreaks, but less frequent now.
“After the visit of the Yemi Osinbajo, the vice president to the airport few months back, he expressed his disappointment with the condition of the facilities at the airport. FAAN swung into action to upgrade some of the dilapidated facilities at the airport.
“It will be an amazing experience for passengers to meet world class facilities at the airport and have same experience with the airports roads,” Igwe Francis, the Public Relations Officer, National Association of Aircraft Pilots and Engineers (NAAPE) said.
Francis assured that after the construction, upgrade and expansion of the Oshodi MMIA road, passengers’ experiences will wonderful as the terminals, air conditions, conveyor belts and other facilities will complement the current road construction.
Plans have also reached an advanced stage for the agency to install Closed Circuit Television (CCTV) cameras at the strategic locations within the airside in order to forestall aircraft poaching and other incidences.
Henrietta Yakubu, the general manager, Corporate Communications disclosed that very soon, FAAN would procure and install CCTV cameras at strategic places within the airside to further improve security at that part of the airport.
Apart from this, Yakubu explained that FAAN had embarked on grass cutting at the airside to ensure improved safety and prevention of security within that area of airport.
“What we had in the past was that the ‘Follow Me’ vehicle used to be in the front of aircraft, but we have decided to reverse the order. The vehicles are now at the back of the aircraft to ensure that the aircraft go to parking bay without any incident or aircraft poaching,” she added.
Earlier in the week, she said the authority has commenced evacuation of abandoned aircraft at the airside of the Murtala Muhammed Airport (MMA), Lagos.
The names of the aircraft already relocated by the agency are Associated Air, IRS, Dana Air and Hak Air.
IFEOMA OKEKE
