FAAN urges stakeholders to report service failure as its unveils Service charter

FAAN Integrated service charter booklet


L-R: Head of the Presidential Servicom Office, Mrs. Nnenna Akaji Emele; Director of Engineering Services, Engineer Nurudeen Daura and Director of Commercial & Business Development, Sadiku Rafindadi

To improve its services at all Nigerian airports, the Federal Airports Authority of Nigeria, FAAN, has appealed to passengers and stakeholders to report service failure to the authority.

FAAN said several mechanisms have been put in place for speedy response to complaints by anybody who are dissatisfied with its service.
This mechanisms include the social media, telephone numbers, suggestion boxes at airports etc.
Managing Director, FAAN, Saleh Dunoma who made the appeal at the formal launch of its reviewed service charter in Lagos, said collaboration with all stakeholders would assist the agency to improve on its service delivery, adding that “FAAN is a customer-centric organization and is totally committed to delivering quality services to her esteemed customers”

The Managing Director, represented by the Authority’s Director of Engineering Services, Mr. Nurudeen Daura, described the service charter as a service level agreement that ensures that standards are upheld and sustained, whilst providing an opportunity to our customers to report any service failure within the value chain.
He urged all users of the document to make conscious effort to study, imbibe, and implement the areas pertaining to their respective responsibilities and activities.
“Our appreciation also goes to all our stakeholders, passengers for the time and contributions to the development of the service charter. Indeed, the unveiling of this document today would not have been without your support”.

Head, SERVICOM in the Presidency, Mrs. Nnenna Akajemeli commended FAAN for taking the bold step and daring to review its service charter, adding that this attempt was a sign that FAAN was ready to improve on its service for its customers.
She enjoined other agencies to emulate FAAN and deliver their Charters too, as required by the provisions of the law setting up SERVICOM.
“You have our support to implement what is the charter, today you are holding out a loud statement, this is a document we are very proud of”.

She however, pointed out certain areas of improvement like the public address system where she said the announcers were not doing a fantastic job.
Mrs. Akajemeli explained that her experience with the pronunciation of the information officers handling the announcements had often led to many missing their flights because they were not audible.

She therefore called on FAAN management to train the information officers in the use of the microphone and in the area of pronunciation and to ensure the facilities were working effectively.
General Manager and SERVICOM nodal officer  FAAN, Mrs. Ebele Okoye while explaining the various processes for the compilation and production of the service charter, said FAAN was committed to ensuring that its passengers and stakeholders get value for the services they pay for.

She commended all those who made input to the document in support of FAAN.
General Manager, Corporate Affairs, FAAN, Mrs. Henrietta Yakubu said, the reviewed service charter booklet,”begins with an expose on the history of aviation in Nigeria, details of the service charter, customers obligations, authority of stakeholders, complaints and redress mechanisms and service improvement”.
At the event, a playlet to highlight the desirable changes toward ensuring better service was demonstrated by staff of the SERVICOM department.

2. Management staff and Head of the Presidential Servicom Office, Mrs. Nnenna Akaji Emele in a group photograph displaying the service charter book.

Highlight of the event was the unveiling of the FAAN reviewed service charter by the Head of SERVICOM in the presidency, Mrs. Nnenna Akajemeli supported by the Authority’s Directors of Commercial & Business Development, Sadiku Rafindadi, Airport Operations, Rabiu Yadudu, Human Resources & Administration, Honorious Anozie, Finance & Accounts, Nike Aboderin, Company Secretary/Legal Adviser, Clifford Omozhegian, General Managers from the Authority and Airport Manager, MMA and Servicom Nodal Officers from NAMA, NCAA, AIB, NIMET, NIWA, NRC, NPA, Heads of Government Agencies, Representatives of Airlines and the banking community.


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