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By Chinelo Obogo
With the yuletide season peaking, the Federal Airports Authority of Nigeria (FAAN) said it has activated a comprehensive set of measures to manage the anticipated surge in passenger traffic across the nation’s airports, with particular attention on the Murtala Muhammed International Airport, Lagos.
Also activated are counter measures to address illicit solicitation by FAAN officials who may want to ‘prey’ on passengers during this period.
The Director of Public Affairs and Consumer Protection at FAAN, Henry Agbebire, in an interview said those caught will face disciplinary measures as the Authority’s zero-tolerance policy on extortion and corporate begging remains sacrosanct.
On traffic management, he explained that forecasts indicated a significant swell in passenger volume during this season.
He noted that plans to shut down Terminal 1 for renovation further heighten the operational challenge.
To prevent congestion, he said the Managing Director of FAAN, Olubunmi Kuku, approved the deployment of over 80 additional security personnel to manage crowd control and maintain efficient traffic flow, particularly during peak arrival periods. Agbebire acknowledged that the ongoing construction of a new terminal to replace Terminal 1 has reduced available operational space.
However, he said the temporary terminal facility is expected to be completed in the second week of January.
He speaks about FAAN’s operations and its efforts to make travel more seamless for air passengers and other stakeholders.
Given the high passenger volume during the Christmas season, what operational measures has FAAN implemented to ensure seamless facilitation at busy airports such as the Murtala Muhammed International Airport?
We conducted advanced traffic forecasting, which anticipated significant passenger pressure, compounded by the impending shutdown of Terminal 1 for a comprehensive overhaul after the season. To mitigate congestion, we initiated a multi-pronged operational strategy that includes enhanced passenger support.
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We deployed a dedicated augmentation team, identifiable by their shirts and jackets, to provide real-time information and queue-management support at critical touchpoints. This supplements our core Customer Service unit, improves first-contact resolution, and reduces passenger anxiety.
We are also engaged in inter-agency coordination. We have undertaken high-level advocacy with relevant security and border control agencies, specifically the Nigeria Immigration Service (NIS) and the Nigeria Customs Service (NCS), to streamline processes and minimise delays. This aligns with directives to optimise the passenger experience during peak travel periods.
To address congestion in the arrivals concourse and vehicular pick-up zones, we implemented a dynamic security and traffic-management plan. Under the directive of the Managing Director/Chief Executive of FAAN, Olubunmi Kuku, we augmented the security detail with over 80 personnel to manage crowd control and ensure efficient traffic flow during peak bank arrivals.
We acknowledge that the ongoing construction of the new terminal, intended to replace Terminal 1, has impacted operational space. While the temporary terminal facility is projected for completion in the second week of January, we are optimising existing infrastructure to maintain operational continuity.
Are these measures being replicated at domestic terminals?
Absolutely. The operational template for peak-season management is being applied across all FAAN-managed domestic terminals. This includes reinforcing ground staff, maintaining 24/7 operational shifts, and continuously monitoring facility management systems, such as HVAC, to ensure a conducive environment. We are also coordinating with domestic airline operators to manage check-in queues and mitigate the impact of flight delays.
Regarding passenger grievances and unethical practices, what specific protocols has FAAN established to manage service failures and prevent illicit solicitation by personnel?
We address this through a two-tiered approach: procedural management and passenger empowerment. While the Nigeria Civil Aviation Authority (NCAA) regulates passenger compensation for airline-induced delays and cancellations, FAAN focuses on airport-side contingency measures. These include ensuring the availability of basic amenities and facilitating communication between passengers and airlines.
We maintain a zero-tolerance policy for illicit solicitation. To enforce this, we are coordinating with agency supervisors to apply strict disciplinary measures against any harassment or solicitation. We are also actively promoting passenger awareness. Travellers are advised to familiarise themselves with prohibited items, arrive early to avoid rushed situations that increase vulnerability, and firmly decline any requests for unofficial payments.
Where issues arise, we have multiple reporting channels. Prominent QR codes linked to direct complaint lines have been deployed at strategic locations. This provides passengers with immediate access to a dedicated response team, including my office, to report issues in real time.
Is there collaboration with sister agencies to ensure unimpeded movement?
Yes, collaboration is continuous and has been intensified for the season. While security protocols are inherently dynamic, we have aligned all stakeholders on the shared objective of passenger facilitation during this peak period. Regular inter-agency briefings ensure a balanced approach that maintains security integrity while prioritising efficient passenger processing.
Our focus is on execution, not excuses. We recognise the challenges posed by our extensive infrastructure development programme, which represents a necessary period of operational gestation. The outcome will be a significantly upgraded facility. In the interim, we appeal for the understanding and patriotism of passengers. We remain committed to continuous improvement and thank the public for their patience. Our goal is for every passenger to experience a safe, secure, and increasingly efficient gateway.
