Henry Agbebire, Director of Public Affairs and Consumer Protection at the Federal Airports Authority of Nigeria (FAAN) in this interview highlights the preparedness of the country’s airports management body to ensure travellers and users have a safe, hitch free travel experience around and across the nation’s airports. EXCERPT:
Given the high passenger volume during the yuletide season, what operational measures has FAAN implemented to ensure seamless facilitation at the busier airports like the Murtala Muhammed International Airport?
We conducted advanced traffic forecasting, which anticipated significant passenger pressure, compounded by the impending shutdown of Terminal 1 for a comprehensive overhaul post-season. To mitigate congestion, we initiated a multi-pronged operational strategy:
Enhanced Passenger Support: We deployed a dedicated augmentation team, identifiable in shirts and jackets, to provide real-time information and queue management support at critical touchpoints. This supplements our core Customer Service unit to improve first-contact resolution and reduce passenger anxiety.
Inter-Agency Coordination: We have engaged in high-level advocacy with all relevant security and border control agencies—specifically the Nigeria Immigration Service (NIS) and Nigeria Customs Service (NCS)—to streamline processes and minimise processing delays. This aligns with directives to optimise the passenger experience during peak travel periods.
Arrivals Management and Security Reinforcement: To address congestion in the arrival’s concourse and vehicular pickup zones, we have implemented a dynamic security and traffic management plan. Under the directive of the Managing Director/Chief Executive of FAAN, Mrs. Olubunmi Kuku, we augmented the security detail by over 80 personnel to manage crowd control and ensure efficient traffic flow during peak bank arrivals.
Infrastructure Contingency: We acknowledge that ongoing construction on the new terminal, intended to replace Terminal 1, has impacted operational space. While the temporary terminal facility is now projected to be completed in the second week of January, we are optimising the existing infrastructure to maintain operational continuity.
Are these measures being replicated at domestic terminals?
Absolutely. The operational template for peak season management is being applied across all FAAN-managed domestic terminals. This includes reinforcing ground staff, maintaining 24/7 operational shifts, and continuously monitoring facility management systems, such as HVAC, to ensure a conducive environment. We are also coordinating with domestic airline operators to manage check-in queues and mitigate the impact of flight delays.
Regarding passenger grievances and unethical practices, what specific protocols has FAAN established to manage service failure incidents and prevent illicit solicitation by personnel?
We address this through a two-tiered approach: procedural management and passenger empowerment.
Incident Management: While the Nigeria Civil Aviation Authority (NCAA) regulates passenger compensation for airline-induced delays/cancellations, FAAN focuses on airport-side contingency. This includes ensuring basic amenities are available and facilitating communication between passengers and airlines.
Combating Illicit Solicitation: We have a zero-tolerance policy. Our strategy involves:
Active Surveillance and Enforcement: Coordinating with agency supervisors to enforce strict disciplinary measures for any harassment or solicitation. Passenger Empowerment: We actively campaign for passenger awareness. Travellers are advised to be familiar with prohibited items, arrive early to avoid rushed situations that make them vulnerable, and firmly decline any requests for unofficial payments.
Multiple Reporting Channels: We have deployed prominent QR codes linked to direct complaint lines at strategic locations. This gives passengers immediate access to a dedicated response team, including my office, to report issues in real-time.
Is there collaboration with sister agencies to ensure unimpeded movement?
Yes, collaboration is continuous and has been intensified for this season. While security protocols are inherently dynamic, we have aligned all stakeholders on the shared objective of passenger facilitation during this peak period. Regular inter-agency briefings ensure a balanced approach that maintains security integrity while prioritising efficient passenger processing.
Your final words to all airport’s users and stakeholders
Our focus is on execution, not excuses. We recognise the current challenges posed by our extensive infrastructure development program, which is akin to a necessary period of operational gestation. The outcome will be a significantly upgraded facility. In the meantime, we appeal for the understanding and patriotism of our passengers. We are committed to relentless improvement and thank the public for their patience. The goal is for every passenger to experience a safe, secure, and increasingly efficient gateway.
