… FAAN service charter review underway
The Director, Public Affairs and Consumer Protection, Federal Airports Authority of Nigeria (FAAN), Mrs. Obiageli Orah, has called for a change in mindset and attitude among consumer service staff and the public to enhance the overall airport experience.
Speaking during a panel session at the 9th Airport Business Summit and Expo in Lagos, Mrs. Orah noted that FAAN’s image is shaped by its consumer service staff, and that a change in culture is necessary to improve the way they interact with the public.
She stressed the importance of presenting a good image, saying that a friendly and approachable demeanor is crucial in providing excellent customer service.
The Director also touched on the issue of tankers parked at various locations around the airports, stating that while signs may be posted to instruct on what to do and what not to do, people may still violate these instructions due to a lack of cultural change.
She emphasized that a change in mindset is necessary to ensure that staff and the public comply with instructions and provide a better experience for passengers.
The FAAN image maker also spoke about the review of the service charter, which is designed to inform the public of FAAN’s responsibilities and services.
According to her, the charter is being reviewed to ensure that it is comprehensive and meets the needs of all stakeholders, including passengers, customers, and stakeholders.
The Director highlighted the importance of standardized training for excursion units, which cater to primary and tertiary, students who visit the airport for excursions.
She noted that a standardized handbook is being developed to ensure that all airports in Nigeria provide consistent information and services to visitors.
The review of the service charter and the development of the excursion handbook, Orah said, are part of FAAN’s efforts to drive cultural change and improve the overall airport experience.
The FAAN Director noted that it is a gradual process, but one that is necessary to ensure that FAAN provides the best possible service to its customers.
