Director of Public Affairs and Consumer Protection for the Federal Airports Authority of Nigeria (FAAN), Mrs. Obiageli Orah, has emphasized the need for a cultural shift among both airport staff and the public to improve the overall airport experience.
She was speaking at a panel discussion, during the 9th Airport Business Summit and Expo which came up in Lagos.
Orah highlighted that FAAN’s reputation is heavily influenced by the interactions between its consumer service staff and the public. She stressed the necessity of fostering a culture of friendliness and approachability to enhance customer service.
Orah addressed ongoing challenges, such as the issue of tankers parking improperly around airports. She pointed out that despite signage and instructions, compliance remains low, underscoring the need for a broader cultural change to address these issues effectively.
In her remarks, Orah also touched upon FAAN’s efforts to update its service charter. This review aims to ensure that the charter comprehensively addresses the needs of all stakeholders, including passengers and airport users.
Another significant initiative discussed was the development of a standardized handbook for excursion units. This handbook is intended to provide consistent information and services to students visiting airports for educational purposes, ensuring a uniform experience across Nigeria’s airports.
She also acknowledged that these changes are part of a gradual process but are essential for enhancing FAAN’s service quality and customer satisfaction. The ongoing review of the service charter and creation of the excursion handbook represent FAAN’s commitment to driving cultural change and improving the passenger experience.
