BY OLAPEJU OLUBI
The Managing Director/Chief Executive of the Federal Airports Authority of Nigeria (FAAN), Mrs. Olubunmi Kuku has met airlines and security agencies at the Murtala Muhammed Airport (MMA) Lagos on the need to enhance service delivery and better customer satisfaction.
She also advised them to prioritise passenger facilitation and comfort far above other considerations as those were integral part of their duties.
This she said must be done to ensure passengers have a good travelling experience and be glad to pay for services.
The maiden interactive session was held on Monday, February 5 and had in attendance the Airline Operators Committee (AOC) and heads of security agencies under the auspices of the Airport Security Committee.
The FAAN boss also frowned at the proliferation of protocol services by the personnel of various agencies.
She said this should be stopped immediately as it is at variance with 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 being paid for.
Kuku also 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 were being put in place to create some comfort while the major issues are addressed gradually.
On the security screening process, the Kuku 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 leaves them with bad travel experiences and it’s not encouraging.
The Airline Operators also shared their pain points with the Managing director of FAAN.
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 boss for her considerate approach in getting them involved in her plans for the Airport.
In her response, 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, she 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), Captain Abdullahi Mahmood.
