FAAN airport passenger experience initiative gains momentum as airlines raise concerns over signage, shuttle buses and airport operations

The Federal Airports Authority of Nigeria has engaged members of the International Airlines Association of Nigeria in a renewed effort to strengthen protocol services and improve passenger experience across the country’s airports.

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The development was disclosed in a statement issued on Sunday by FAAN following an interactive session held at the Murtala Muhammed International Airport.

According to the statement, the Director of Public Affairs and Consumer Protection, Henry Agbebire, met with representatives of the airline association to discuss operational challenges and collaborative measures aimed at enhancing airport services.

FAAN said the meeting created an important platform for both parties to address issues affecting airport operations, airline activities, and customer satisfaction.

Agbebire explained that the engagement was designed to foster a stronger relationship between the Department of Protocol and Passages and airline operators, while also providing an opportunity for airlines to present pressing concerns affecting their operations.

During the session, airline representatives reportedly highlighted several operational difficulties linked to ongoing construction works at the airport.

The concerns included inadequate signage around landside construction areas, insufficient lifts, shuttle bus challenges, and disruptions to airside ramp markings caused by ongoing infrastructure upgrades.

The airlines also called for greater institutional support to improve customer experience for travellers passing through the nation’s airports.

Responding to the concerns, Agbebire assured stakeholders that the authority would thoroughly review all observations and complaints raised during the meeting.

The FAAN official said the agency remained committed to improving operational standards and ensuring more efficient service delivery across airports nationwide.

The engagement comes amid continued infrastructure upgrades at major Nigerian airports, with authorities seeking to balance construction activities with seamless passenger movement and airline operations.

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Industry observers say sustained collaboration between FAAN and airline operators will be critical in delivering safer, smoother, and more reliable airport experiences for passengers.