BY OLAPEJU OLUBI
The Federal Airports Authority of Nigeria (FAAN) has stepped up engagement with airline operators in a renewed push to tighten protocol services and elevate passenger experience at the country’s busiest gateway, the Murtala Muhammed International Airport in Lagos.
At a high-level meeting held on Thursday, May 21, 2026, FAAN’s Director of Public Affairs and Consumer Protection, Henry Agbebire, met with members of the International Airlines Association of Nigeria (IAAN) in what both sides described as a frank and productive dialogue on improving airport operations.
The interactive session created a platform for open conversations around operational gaps, service inefficiencies, and areas requiring urgent attention, particularly as infrastructure upgrades continue across the airport.
Agbebire said the engagement was deliberate and strategic.
According to him, “the session was aimed at fostering a stronger working relationship between the Department of Protocol and Passages, and airline operators, while also providing an opportunity to listen to some of the challenges of the airlines.”
Airline representatives did not hold back in outlining their concerns.
Among the key issues raised were inadequate signage caused by ongoing landside construction works, a shortage of functional lifts within terminal facilities, and persistent challenges with shuttle bus operations.
Operators also flagged complications on the airside, particularly with ramp markings disrupted by construction activities—an issue they noted could have implications for operational efficiency and safety if not addressed swiftly.
In addition, they called for increased institutional support from FAAN to help airlines deliver a smoother, more seamless customer experience to passengers.
The concerns reflect growing pressure on airport infrastructure as passenger traffic continues to rise and modernization projects intensify.
For international carriers, consistency in passenger handling, ease of navigation, and efficient ground operations remain critical benchmarks for service quality.
Responding to the issues, Agbebire reassured stakeholders of FAAN’s commitment to resolving the identified bottlenecks.
He emphasized that the authority would not treat the concerns lightly, noting that “all complaints and observations raised during the meeting would be carefully reviewed with a view to improving service delivery and operational standards across the airports.”
Industry watchers say the renewed engagement signals a more collaborative approach by FAAN, especially at a time when Nigeria’s aviation sector is grappling with infrastructure strain, rising passenger expectations, and ongoing upgrade works at key terminals.
The meeting is expected to pave the way for more structured feedback channels between FAAN and airline operators, with the ultimate goal of delivering a more efficient, passenger-friendly airport environment.
For travellers passing through Lagos, the outcome of such engagements could translate into clearer navigation, shorter waiting times, and an overall smoother airport experience, if the commitments made are swiftly implemented.
Olapeju is a journalist and aviation reporter.
