The beauty of an airport is hinged on the overall experience of passengers who use it for their travel needs, and not on its physical structures. From the quality of amenities and ease of access to the conduct of airport personnel and security measures, a truly functional airport integrates convenience, efficiency, and hospitality into every stage of a passenger’s journey.
In recent years, the Nigerian government has taken commendable steps to upgrade airport infrastructure. Notably, the Abuja airport has been refurbished and relaunched. However, despite these visible improvements, negative reviews persist. Nigeria’s airports continue to rank poorly in global assessments, and some experts and passengers alike describe them as among the worst in the world.
One major concern is the prevalence of corruption at airports. The Federal Airports Authority of Nigeria (FAAN) has issued public warnings, urging passengers not to allow themselves to be extorted by airport officials and to report such incidents. While such announcements are rare in more efficient systems globally, they underscore the magnitude of the problem in Nigeria. Unfortunately, these warnings have not resolved the issue, as many travellers still report being harassed and extorted.
Online reviews of Lagos Airport paint a stark picture. On platforms such as SleepingInAirports.net, Tripadvisor, and Skytrax, the vast majority of reviews are negative. Lagos Airport has earned only a two-star rating on Skytrax—a telling reflection of the dismal experience of many travellers.
Passengers cite multiple issues with both departures and arrivals. Departing passengers often face understaffed immigration desks, poor air-conditioning, drab duty-free shopping areas, and grimy toilets. The absence of lifts and escalators and a tedious luggage-loading process add to the frustration. The drive-in experience is equally cumbersome.
Read also: New cargo facility at Lagos airport to boost export
The experience at arrivals fares no better. Travellers report extortion, rudeness from officials, lack of seating, poor air circulation, malfunctioning information displays, and general inefficiency. Many airport staff members appear more focused on personal gain than providing assistance, which significantly tarnishes Nigeria’s international image.
Airports serve as the first point of contact for visitors. For investors, tourists, and other first-time arrivals, the condition of a country’s airport offers an initial glimpse into the nation’s systems and values. In this way, an airport reflects national pride and competence, or the lack thereof.
Well-managed airports can stimulate tourism, attract foreign investment, and drive economic growth. Airports are major infrastructural investments, and their quality directly impacts a country’s economic output, employment, and reputation. Hence, modernising and professionalising airport services must go beyond structural renovations; it requires a complete cultural overhaul.
What Nigeria needs is not just cosmetic improvements but a deep-rooted culture of service excellence. Airport personnel must be well-trained, courteous, and held accountable. The security apparatus should be tight but unobtrusive. Facilities must be maintained to global standards – clean toilets, functional escalators, efficient immigration desks, and accessible amenities.
More importantly, transparency and integrity must define the conduct of all airport staff. Corruption at the airports not only inconveniences travellers but also undermines national credibility. FAAN must go beyond issuing warnings and implement effective monitoring, investigation, and disciplinary mechanisms.
Another area that deserves attention is the incorporation of digital solutions. Smart technologies – such as automated check-ins, baggage tracking, and digital immigration systems – can reduce wait times, eliminate human interference, and enhance efficiency.
Passenger feedback should be encouraged and actively collected and acted upon. There should be a dedicated, accessible system for complaints and reviews and regular audits to ensure compliance with service standards.
To truly revamp Nigeria’s airports, collaboration between the government, private sector, and international aviation bodies is essential. Nations like Rwanda and Ethiopia have transformed their airports into regional hubs through such partnerships, improving both their image and their economies.
Nigeria’s airports have significant potential to become models of excellence. But this transformation demands more than bricks and mortar – it requires a renewed mindset, institutional accountability, and a relentless pursuit of quality service delivery.
Furthermore, to improve Nigerian airports, the enforcement of anti-corruption measures should be taken seriously. Establish strict monitoring systems to identify and penalise corrupt practices among airport staff. On a regular basis, airport staff should undergo training and retraining in international best practices and hospitality. Ensuring modern, clean, and fully functional amenities with regular maintenance schedules should not be negotiated but made mandatory.
Also, a regular automation of key services to reduce human error and interface and improve efficiency is most necessary, as this will reduce harassment and extortion. Besides this, establishing a feedback loop for passengers to report their experiences and, in turn, use the data gathered to drive reforms will be useful.
Strengthening oversight – independent regulatory bodies should conduct regular audits to ensure compliance with service standards.
By addressing these issues systematically, Nigeria can transform its airports into true gateways of opportunity, growth, and national pride.
