As part of its mandate to assess the quality of services delivered by Ministries, Departments and Agencies to citizens and other service takers in the country, the SERVICOM Office has evaluated and graded the services of seven airports in the country as Fair.
The Seven Airports evaluated include Murtala Muhammed Airport, Lagos, Nnamdi Azikiwe Airport, Abuja and Ilorin International Airport. Others are Aminu Kano Airport, Kano, Sam Mbakwe Airport, Owerri, Maiduguri International Airport and Port Harcourt International Airport.
The National Coordinator SERVICOM, Mrs. Nnenna Akajemeli while presenting the report to Director General (DG) of the Federal Airports Authority of Nigeria (FAAN), Engr, Saleh Dunoma and General Managers of the seven (7) evaluated Airports encouraged the Agency to improve on its services to make service experience pleasant for air passengers as well as other stakeholders in the aviation industry.
She noted that as gateways into the country, the Airports should operate within high standards, even as she mentioned identified common weaknesses amongst the evaluated airports to include frequent flight cancellations, flight delays, inaudible flight announcements owing to exaggerated phonetics and touting around the airports.
Mrs. Akajemeli said there was need to find a way around flight cancellations, flight delays, issues around customers’ rights and missing or destroyed items in the airports, adding that security around the Airports should be strengthened to safeguard against human trafficking of any sort.
She called on FAAN management to call for a meeting with all security Agencies in the Airports on best way forward in synergizing efforts towards ensuring safety and adherence to regulations in the airport environment, such that would promote efficient and effective and customer-focused service delivery.
While appreciating the evaluation by the SERVICOM Team, the DG who was represented by the Director Airport Operations, Captain Rabiu Yadudu said “I want to commend SERVICOM for working behind the scene to improve services of FAAN I assure you that Management will look into all areas of identified weaknesses in the evaluated Airports”.
He disclosed that henceforth there would be a comprehensive daily data collation on all flight delays and cancellations to ascertain which airline had done well at the end of every month and which had done badly, so as to put pressure on those found wanting to improve on their services to Nigerians.
He assured that industry standards would be upheld continuously in all Airports and charged Airport Managers on the need to put in more efforts in driving excellent service delivery.
He also promised that FANN management would look into standardization of all personnel and Agencies posted to work in the Airports in line with regulations in the industry and international best practices.