Ken Okeke
The Federal Airports Authority of Nigeria (FAAN) has taken steps to improve passenger service experience across the nation’s airports.
To achieve this in line with itsefforts to strengthen collaboration and improve service delivery, the Director of Public Affairs and Consumer Protection, Mr. Henry Agbebire, on Thursday, 21 May 2026, met with members of the Airline Operators Committee (AOC) at the Murtala Muhammed International Airport, Lagos.
The meeting was a lively interactive session that provided both parties with the opportunity to discuss issues of mutual benefit.
Speaking during the engagement, Mr. Agbebire noted that the session was specifically aimed at fostering a stronger working relationship between the Department of Protocol and Passages and airline operators.
He emphasized that FAAN, through the Directorate and in collaboration with the Ministry of Foreign Affairs, remains the legally recognised authority responsible for protocol services at the airports. He further stressed the need for a one-on-one relationship with airlines to ensure seamless coordination and the efficient provision of special protocol services.
Mr. Agbebire appealed to airline operators to accord FAAN Protocol priority attention and fast-track processes at check-in counters whenever protocol arrangements are involved. He also assured stakeholders that FAAN remains open to discussions aimed at improving operational efficiency and enhancing customer experience.
During the interactive session, airline representatives raised a number of operational concerns, including inadequate signage, malfunctioning or insufficient lifts, staff bus challenges, and poor airport markings. They also sought greater support to improve customer experience.
Responding, the FAAN Director of Public Affairs and Consumer Protection assured stakeholders that all complaints and observations raised during the meeting would be carefully reviewed with a view to improving service delivery and operational standards across the airports.