Make Passenger Comfort, Travel Experience Your Priority, FAAN MD Tells Airlines
The Managing Director/Chief Executive of the Federal Airports Authority of Nigeria (FAAN), Mrs. Olubunmi Kuku, has called on airlines and security agencies in the Murtala Muhammed Airport (MMA) Lagos to prioritize passenger facilitation and comfort as well as the needs of the airports as an integral part of their duties. This she said must be done to ensure passengers have good travelling experience.
A statement signed by FAAN’s Director, Public Affairs and Consumer Protection, Mrs. Obiageli Orah says the MD/CE made this call during her maiden interactive session with the Airline Operators Committee (AOC) and heads of security agencies under the auspices of Airport Security Committee at the Airport on Monday, February 5, 2024.
According to her, Mrs. Kuku addressed the various concerns of the airports especially the state of infrastructure, which she said may not change overnight, but in the interim, some stop gap measures are being put in place to create some comfort while the major issues are addressed gradually.
As regards security screening process, the MD advised that security agencies should be consolidated to ensure that passengers undergo one seamless screening process. The fact that presently passengers have to undergo multiple screening layers, she added, leaves them with bad travel experiences.
The MD decried proliferation of protocol services by the personnel of various agencies. She said this should be stopped immediately as it contravenes the Executive Order 001 of 2017 of the Federal Government and undermines protocol activities of FAAN Protocol Unit and that of Ministry of Foreign Affairs (MFA). She stressed that the MFA has the sole responsibility of attending to designated government officials and urged agencies to liaise with them when they need to facilitate their Principals/Officials, while the Passenger Support Service (PSS) of FAAN handles corporate organizations as these services are been paid for.
The Airline Operators also shared their pain points with the MD/CE. They mentioned issues with the baggage belts and the entire Baggage Handling System (BHS), the re-opening of the E Wing, payment for Avio Bridges that are not working properly, general ambience of the airports and so on.
Some of the operators thanked the FAAN MD/CE for her considerate approach in getting them involved in her plans for the Airport.
In her response, Mrs. Kuku emphasised her belief in the system of honesty and accountability and apologised for all the inconveniences that have been endured by the airlines. She assured the operators that Runway 18R, Link 3 and E Wing would be re-opened in a few weeks. She added that replacement of BHS is underway.
On the issue of Service Legal Agreement (SLA) and contracts not revisited, the MD/CE promised to investigate and make appropriate consultations.
Also present at the interactive session were the Directors of Legal Services and Company Secretary (DLS/CS), Mrs. Bridget Gold; Public Affairs and Consumer Protection (DPA & CP), Mrs. Obiageli Orah; Engineering Services (DES), Engr. Muniru Abiola; and Airport Operations (DAO), Capt. Abdullahi Mahmood.
