Taskforce lists problems to service delivery at airports.
The Federal Airports Authority of Nigeria (FAAN) says it is committed to tackling negative experiences of passengers at the country’s Airport.
This is just as the Agency has put machineries in motion in ensuring quality service delivery.
Speaking at a Stakeholders interactive forum on Service delivery in Lagos, the Managing Director FAAN, Captain Hamisu Yadudu said, the Agency was poised to give passengers value for their money, adding that the FAAN Management Taskforce on Service delivery had been strengthened to tackle issues affecting Service delivery head-on.
He said the taskforce was put together in 2018 and borne out of the negative experiences observed at Enugu International Airport, where service delivery was at a very low ebb.
Yadudu represented by the General Manager, Customers Service/SERVICOM, Mrs Ebele Okoye, noted that some of the findings of the taskforce which was disturbing includes poor interaction of Agencies and passengers were unhealthy and a far cry from acceptable global practice.
Others “are passengers subjected through severe unhealthy searched. They are kept in the queue after arrival for hours in the pretence of searching for hard drugs, Agencies that were supposed to be on surveillance were all found searching passengers bags ,many unaccompanied baggage were passed through carousel for clearing which damaged FAAN facilities, there were obvious begging , extortion of personal effects and money from passengers”.
Explaining further, the FAAN helsman said Passengers were meant to declare all currencies even when they have less than the acceptable $10,000, adding that they also go through one on one search to ascertain that no other currency is hidden inside their bodies.
Adding that the Taskforce also observed that many agencies were found at the scanner on entering the airport which was against the Ease of Doing Business rules of the President.
said that the department was actually out to create awareness and sensitisation but that the Taskforce found out that Enugu Airport was operated more as a domestic airport.
Speaking further Yadudu said that the Taskforce also observed that many agencies were found at the scanner on entering the airport which was against the Ease of Doing Business rules of the President.
Kick starting the forum in a lecture, General Manger SERVICOM, Mrs Ebele Okoye said effective collaboration of all key Stakeholders would help to address the negative experiences of passengers, adding such synergy would l ensure positive results and impression from Air travelers.
She stressed the need for safety at all times adding that security remained everybody’s business and should not be left in the hands of only the security agencies.
Mrs. Okoye explained that at Enugu Airport, FAAN management gave approval to the Taskforce to visit Kano, Port Harcourt and Abuja Airports to interact with the passengers.
She added that the group had since visited these airports and that there was huge success in the passengers, staff, and stakeholders interface and sued for more collaborations.
Okoye contended that airport business was a global phenomenon and must been seen as such no matter the localisation
In her words, “Our emphasis will be on quality service delivery at airports. As persons providing service at airports, do you understand your core assignment? Do you apply it to the success of the operation and to the comfort of the passengers?
On bribery and corruption at airport, which had become a worrison report, she said “We must do all that is within our power to correct those negative conceptions about airport workers. We have come to partner with you also to solicit your cooperation and understating.
She reminded the gathering that safety remained priority and must be in line with the International Civil Aviation Organisation(ICAO) provisions and global best practice.
Okoye listed some elements of safety culture in an organization to include, the availability of quality, standardized equipment with which to accomplish the task, clearly, easily understood operating procedures.
“Stakeholders acceptance that safety is matter of lifestyle a matter of culture and unambiguous expections by each level management as well as each Stakeholders that, for all employees, safe life partners and work habits are normal as breathing and must be practiced off the job an on the job”.
Highlights of the interactive was the question and answer session where security Agencies in attendance Police, Immigration, Aviation Security , Civil Defence, customs, FAAN AVSEC, Fire and Rescue, towing company sought to know where their jobs starts and ends in ensuring FAAN achieve it statutory responsibility of ensuring passengers safety, comfort and security.
