Bi-Courtney Aviation Services Limited (BASL), operators of the Murtala Muhammed Airport Terminal 2 (MMA2), recently trained its customer-facing staff on autism awareness, care, and inclusive service delivery, a move that reinforced its commitment to improving passenger experience at its facility.
The training was facilitated by Cradle Lounge Special Needs Initiative and led by Solape Azazi, a World Health Organisation (WHO) CST master trainer.
The training was designed to equip frontline airport personnel with the knowledge, sensitivity, and practical skills required to effectively support passengers on the autism spectrum and their families. It focused on understanding autism fundamentals and concepts, identifying signs of sensory overload or distress, demonstrating effective communication strategies, and encouraging teamwork that prioritizes compassion, dignity, and understanding for every traveller.
Kola Bamigboye, acting chief operating officer/head, space and premises management, Bi-Courtney Aviation Services Limited, noted that the programme aligns with the organisation’s vision of making MMA2 a truly inclusive airport terminal where every passenger — regardless of ability — can travel with comfort, confidence, and respect.
“Air travel can be particularly overwhelming for individuals on the autism spectrum due to noise, crowds, and multiple sensory triggers within the airport environment. By empowering our customer-facing teams with the right training, we are strengthening our commitment to ensuring that all passengers enjoy a seamless and supportive experience,” Bamigboye said.
Commenting on the significance of the training, Feyikemi Fadeyibi, head, human resources and administration, emphasized the role of workforce development in driving service excellence.
“At Bi-Courtney Aviation Services Limited, we recognise that our people are at the heart of the passenger experience. Continuous training and capacity building are essential to ensure that our workforce is not only professionally competent but also empathetic and responsive to the diverse needs of the travelling public. Customer care is one of our core values, and our culture, driven by a strong sense of family, compels us to treat every passenger with dignity, patience, and understanding. This autism sensitization training strengthens our culture of inclusion and equips our staff with the confidence and skills to provide respectful, informed, and compassionate support to every passenger,” she explained.
Solape Azazi, emphasizing the significance of the initiative, said: “The autism sensitization training is crucial for creating a supportive environment, ensuring understanding and dignity for every traveller with autism. Autism, unlike other neurodevelopmental conditions, does not have a physical marker and so most individuals with autism are not easily identified except there is a recognized behaviour indicating sensory overload or discomfort experienced by a traveller. The objectives of the training are to understand autism fundamentals and concepts, identify signs of distress, and demonstrate effective communication, while encouraging teamwork that prioritizes compassion and understanding for everyone.”
The interactive session provided practical tools for empathy-driven engagement, de-escalation techniques, and collaboration with families and caregivers. It also reinforced a culture of awareness and inclusion across the airport community.
BASL said the initiative forms part of its continuous drive to improve operational standards and passenger satisfaction at MMA2, positioning the terminal as a leader in inclusive and accessible service delivery within Nigeria’s aviation sector.
