The Federal Airports Authority of Nigeria, FAAN has put a mechanism in place to measure passengers and airport users satisfaction of services rendered by the agency at all international airports.
This is just as the agency says the Executive Order aimed as Ease of Doing Business has brought about a lot of efficiency in airport operations and synergy among security agencies.
Director of Airports Operations, Federal Airports Authority of Nigeria (FAAN), Captain Rabiu Yadudu who made this know in a chat with newsmen said the authority was now a subscriber to the Airport Service Quality Program(ASP) an ICAO program that uses data gathering to help the agency measure its passengers reactions to all levels of its operations to help them improve on service.
He said, as part of efforts to provide passenger a satisfactory experience at the nation’s airports, FAAN subscribed to an International Civil Aviation Organisation (ICAO) Program on Airport Service Quality that would aid the agency improve on service.
“This program is all about gathering data from the incoming and outgoing passengers on all aspects of our operations to help us improve our services through analysis of this data. The ASP is all about efficiency and how we response to passengers stimuli.”
“Airports all around the world are part of this program and we decided to join in to aid us in measuring what we do, using it to improve where needed and compete favourably among the comity of nations. Every six months, an independent and impartial judge in ICAO rate us based on the data we provide from the passengers who answer simple questionnaires posed at them.”
“This is a tested and trusted formula and it shows how committed FAAN is. Like all our programmes , the pilots will be in Lagos and Abuja and after some months we will broaden it with other Aerodromes. It is an effective program, we gather data and facts and use them to improve our performance.”
On the Executive Order, the FAAN DAO said the Executive Order on the Ease of Doing Business had broadened the horizon for the airport authority in entrenching safety and seamless facilitation.
Captain Yadudu who spoke on the benefits of the executive order said,” Efficiency. If you want to manage how you spend your time at the airport, the order will help out. it would help the agency save money and it would enable us (FAAN) have prudent use of our resources. It will enable us know how to react to customers and stakeholders and give us a better understanding of how to serve them better.”
