BY OLAPEJU OLUBI
The Acting Chief Operating Officer of Bi-Courtney Aviation Services Limited, operators of MMA2 Ikeja, Tosan Duncan Odukoya, has pushed for continuous upgrade of infrastructure at airports, saying it is the fulcrum on which tourism revolves.
She also emphasized on the need to continuously improve systems, processes and procedures at various airport terminals to quicken passenger processing which is equally vital to boosting tourism and customer satisfaction.
The acting COO pitched her ideas at a Breakfast Forum hosted by Phillips Consulting Limited and the Nigeria-South Africa Chamber of Commerce (NSACC) held in Lagos on October 31, 2023.
The event’s theme was ‘Rethinking Tourism in Nigeria’.
Duncan, a panelist at the event, noted that the success of tourism depends on well-structured and efficient infrastructure, which plays a pivotal role in mapping out the traveller’s journey.
Using MMA2 as an example, she highlighted continuous growth and improvement as key enablers for delivering world-class service.
“These enablers include rethinking technology, reengineering process flows, and enhancing people training.”
Duncan explained that the primary goal of MMA2 was to establish a viable value chain within the travel, trade, and tourism sector through innovative and customer-focused marketing.
“This approach involves smart customization, advanced segmentation, and the use of technology to drive modernization and create multifaceted business models.
“It’s worth noting that Bi-Courtney Aviation Services Limited after creating a culture and lifestyle Art Gallery Experience, is currently upgrading its check-in systems through the upgrade of its Common User Passenger Processing Systems (CUPPS). This upgrade aims to reduce idle time for customers by offering shorter check-in times and more quality-controlled waiting time.”
“The ongoing IT infrastructure upgrade demonstrates BASL’s commitment to maintaining the highest standards in operational requirements. This includes support for seamless passenger facilitation, check-in, and boarding systems. Simultaneously, the company is upgrading its internal enterprise resource planning model to a top-notch system”, she stated.
She further said that today’s air travellers belong to a discerning socio-economic demography whose desires must not be toyed with.
“They seek transparency, corporate responsibility, and efficiency in their travel experiences. Airports must transform into major business centres offering non-aeronautical commercial, cultural, and lifestyle opportunities.
“MMA2 as a pioneering public private airport model was not conceptualised to be just a terminal, but to serve as gateway to tourism within and around Nigeria as well as a destination for a new and discerning generation of travellers. It must begin to upscale from the linear view of processing to create a space that caters to all aspirational needs for air travel”, she added.
She stressed the need for collaboration between the public and private sectors to realize the vision of seamless travel.
The event brought together tourism bigwigs, resort owners, airlines, travel companies, and entertainment drivers.
