How travelers’ unpleasant experiences made FAAN create task force on service delivery

By Samson Echenim

The Federal Airports Authority of Nigeria (FAAN) says it set up the tasks force on service delivery following negative experiences travelers were exposed to at Enugu International Airport, where service delivery was at a very low ebb.

Capt Rabiu Yadudu, managing director FAAN, said during  an interactive forum at the international wing of the Murtala Muhammed Airport(MMA), that FAAN is determined to improved service delivery to ensure passengers have value for their money.

Yadudu stated that it was also discovered that interaction of agencies with passengers on service delivery were unhealthy and was not an acceptable global practice and that management was consulted and approval was granted.

He added that at Enugu Airport passengers were subjected to sever and unhealthy scrutiny and also kept on queue after arrival for hours in the pretence of searching for hard drugs.

Passengers, the MD explained, were meant to declare all currencies even when they have less than the acceptable $10,000, adding that they also go through one on one search to ascertain that no other currency is hidden inside their bodies.

Speaking further Yadudu said that the Taskforce also observed that many agencies were found at the scanner on entering the airport which was against the Ease of Doing Business rules of the President.

Other issues which the Taskforce found out includes  agencies that were supposed to be on surveillance were all found searching passengers bags ,many unaccompanied baggage were passed through carousel for clearing which  damaged FAAN facilities, there were obvious begging , extortion of personal effects  and money from passengers..

Okoye, in her lecture called for collaboration among various agencies at the airport to ensure positive results and impression from Air travelers.

Okoye noted that the there was need for synergy in order create good image for organisations at the airport.

She stressed the need for safety at all times adding that security remained everybody’s business and should not be left in the hands of only the security agencies.

Okoye explained that at Enugu Airport, FAAN management gave approval to the Taskforce to visit Kano, Port Harcourt and Abuja Airports to interact with the passengers.

She added that the group has since visited these airports and that there was huge success in the passengers, staff, and stakeholders interface and sued for more collaborations.

Okoye contended that airport business is a global phenomenon and must been seen as such no matter the localisation .

 “Our emphasis will be on quality service delivery at airports. We must do all that is within our power to correct those negative conceptions about airport workers. We have come to partner with you also to solicit your cooperation and understating,” she said.

She reminded the gathering that in all these safety remained priority and must be in line with the International Civil Aviation Organisation (ICAO) provisions  and global best practice

The interactive session attracted personnel from Police, Immigration, Aviation Security , Civil Defence, FAAN Aerodrome Fire , towing company and other organisations at the airport.