FEDERAL Airports Authority of Nigeria (FAAN) has said it is addressing the stressful airport experience with the aim of ensuring that the forty-five(45) minutes facilitation timeline is met.
Managing Director of FAAN, Captain Rabiu Hamisu Yadudu made this known in his keynote address at the 2020 Customers Service Retreat presently holding in Owerri, I’m State with theme: One vision, One Team, No Barriers: It strats with you.
Captain Yadudu who was represented by the Director of Airport Operations, Captain Mukhar Muye said the role of customers’ service department cannot be underestimated as it helps grow customers confidence in a friendly business environment.
” Many passengers’ stressful airport experience in the crowded terminal in some airports in long queques and waiting times for check-in, security checks, customs, immigration, baggage claim are experiences that prolong passengers fcilittion beyond the 45 minutes timeline and frustrate the passengers.
” We have, however, put in place measures to ameliorate these issues and help meet the timeline.
The FAAN boss also said among the things customer service department has done is the elicitation of feedback from passengers by deploying suggestion boxes, common user telephony system among other feedback mechanisms,” Yadudu said.
General Manager Servicom, Mrs Ebele Okoye who welcomed the participants to the three-day retreat said it was happening at an apt time.
According to her the theme was also on point as FAAN as an organization was refocusing on its vision and mission.
” Being a customer-centric organization, we cannot over-emphasize the importance of passenger experience and perception as a vital tool in the sustainability of both domestic and international operations,” Mrs Okoye said.