L-R: GM Customer Service FAAN, Dr. Ebele Okoye and the representative of the MD FAAN, Sadiku Rafindadi, Director Commercial and Business Development at the launch of the FAAN service charter in Lagos.
The newly constructed International airport terminal in Lagos is set to be linked to the old terminal before inauguration this year.
Work on the terminal is said to be almost 100% completed as finishing touches are being put in place.
The Managing Director,Federal Airports Authority of Nigeria FAAN, Captain Rabiu Yadudu says, plans have been concluded to commence the link.
Captain Yadudu who disclosed this at the unveiling of the FAAN Service Charter to stakeholders in Lagos said, the Federal Government was committed to ensuring better customer experience and satisfaction at the nation’s airports.
He also announced that, arrangements have been concluded for the purchase of personal check-in-kiosks, for passenger use, which would have the Baggage reclaim system, (BRS).
Captain Yadudu explained that, this would enable passengers check-in, tag their baggage, choose their seat, and print their boarding passes many hours before departure, adding that, the Self Check in Kiosks are touch-screen devices allowing passengers to do self-check-in at a certain time prior to their boarding.
“We are able to achieve this feat because of your great feedback. We can say we are indeed fortunate to have the support of a great community with passion that matches ours in realizing our goals and aspirations in line with our vision and mission”.
The FAAN boss represented by the Director, Commercial and Business Development in FAAN, Mr. Sadiku Rafindadi, emphasized that, the Management of FAAN was unhappy with the resurgence of corruption and sharp practices at the airport, adding that, it was expected that with the collapse and reduction in security agencies directly involved in the airport checks, such practices would have reduced considerably.
According to him, this was not the case as many have reverted to the old ways of doing things and efforts towards sustaining the tempo had dwindled.
“A backward-looking lengthy holding period is not equal to a forward-looking long-term commitment, in other words, past performance is no guarantee for the future”.
Captain Yadudu stated that, efforts must therefore be geared towards a collective action by all agencies, in tackling corruption and sharp practices in the service delivery chain, abandoned the old ways to usher in commitment to transparency and honesty at all touch points.
“I strongly encourage everyone to join us in this noble cause of eradicating a culture of extortion prevalent in the airports and creating a level playing field and ultimately improving our airports service quality. We do not intend to claim that facilities are adequate to totally overcome the challenges experienced in passenger facilitation, but we are doing a lot in the upgrade of these facilities”.
He said, the unveiling of the FAAN Service Charter is the beginning of a new era for the agency, designed to reawaken consciousness in ensuring that the aviation industry remained competitive and inclusive, adding that the customer service charter is a key tool that can help to improve customer experience and thus profits,revenue across our airports.