The Federal Airports Authority of Nigeria (FAAN) has outlined a series of measures being implemented across airports nationwide to ensure seamless passenger movement during the end-of-year travel rush.
According to the Director of Public Affairs and Consumer Protection, Mr Henry Agbebire, the measures include advanced traffic forecasting aimed at anticipating increased passenger volumes and managing pressure on airport facilities.
Agbebire said FAAN is finalising a comprehensive seasonal strategy developed by its technical teams in collaboration with relevant stakeholders to address the expected surge in travel.
To ease congestion and improve passenger experience, FAAN has adopted a multi-pronged operational approach.
This includes the deployment of dedicated augmentation teams, easily identifiable by branded shirts and jackets, to provide real-time information, manage queues, and offer on-the-spot assistance at critical contact points.
The initiative, he noted, complements the authority’s core customer service units, enhances first-contact resolution, and helps reduce passenger anxiety.
In addition, FAAN has engaged in high-level advocacy with key security and border control agencies, particularly the Nigeria Immigration Service (NIS) and the Nigeria Customs Service (NCS), to streamline procedures and minimise processing delays. Agbebire explained that the collaboration aligns with directives aimed at optimising the passenger experience during peak travel periods.
To further address congestion at arrival concourses and vehicular pick-up zones, he said FAAN has also introduced a dynamic security and traffic management plan designed to ensure the smooth flow of passengers and vehicles within airport premises.
He said, “Under the directive of the Managing Director/Chief Executive of FAAN, Mrs. Olubunmi Kuku, the authority has augmented the security detail by over 80 personnel to manage crowd control and ensure efficient traffic flow during peak bank arrivals.
“We also have Infrastructure Contingency. We acknowledge that ongoing construction on the new terminal, intended to replace Terminal 1, has impacted operational space. While the temporary terminal facility is now projected to be completed in the second week of January, we are optimising the existing infrastructure to maintain operational continuity.
“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, we are addressing this through a two-tiered approach: procedural management and passenger empowerment.”
Agbebire said while the Nigeria Civil Aviation Authority (NCAA) regulates passenger compensation for airline-induced delays/cancellations, FAAN will continue to focus on airport-side contingency.
“This includes ensuring basic amenities are available and facilitating communication between passengers and airlines. We have a zero-tolerance policy. Our strategy involves. Active Surveillance and Enforcement. Coordinating with agency supervisors to enforce strict disciplinary measures for any harassment or solicitation,” he said.
He added, “We actively campaign for passenger awareness. Travellers are advised to be familiar with prohibited items, arrive early to avoid rushed situations that make them vulnerable, and firmly decline any requests for unofficial payments.
“We also have Multiple Reporting Channels. We have deployed prominent QR codes linked to direct complaint lines at strategic locations. This gives passengers immediate access to a dedicated response team, including my office, to report issues in real-time.
“Yes, collaboration is continuous and has been intensified for this 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 current challenges posed by our extensive infrastructure development program, which is akin to a necessary period of operational gestation.
“The outcome will be a significantly upgraded facility. In the meantime, we appeal for the understanding and patriotism of our passengers.
“We are committed to relentless improvement and thank the public for their patience. The goal is for every passenger to experience a safe, secure, and increasingly efficient gateway.”
