FAAN Launches Major Reforms to Tackle Passenger Harassment, as Keyamo Explores Concession of Int’l Airports

The Federal Airports Authority of Nigeria (FAAN), in a concerted effort to address longstanding issues of touting, extortion, and harassment at the nation’s airports, has introduced significant reforms, aimed at improving passengers’ experience. 

During an inspection of the E-Wing terminal of the Murtala Muhammed International Airport, Lagos, on Friday, the Managing Director of FAAN, Mrs Olubunmi Kuku, alongside the Minister for Aviation and Aerospace Development, Festus Keyamo, provided insights into the authority’s plans.

Mrs Kuku expressed optimism regarding the improvements at the airport, stating that while the facility had made great strides, this was only the beginning of FAAN’s larger ambitions for Nigeria’s busiest airport. 

“This is not where we are going,” she said. “This is not our big plan for the airport. But this is a low-hanging fruit we can hang on to for now. We want to make the place as conducive as possible for passengers who are coming into Nigeria.”

She highlighted the new initiatives such as improved lighting, refurbished toilets, and the installation of clearer signs for passengers and other airport users. 

However, Mrs Kuku placed particular emphasis on tackling the pervasive issue of touting and extortion at the airport. 

In her words, she said, “Now, we have been very concerned, Nigerians have been very concerned about the issue of harassment at the airport, touting at the airport, extortion by even uniformed personnel.

“Our first step in addressing this issue is what you have seen here. When you come into the E-Wing of the international airport, you will see a sign discouraging touting, extortion, and harassment of passengers.”

Kuku revealed that FAAN has introduced a QR code system to empower passengers to report any incidents of harassment in real time. 

“Now, there is a QR code. You must make use of it. Don’t come and go to the media and complain that there was nobody to speak to when you are harassed by law enforcement agencies.

“Use the QR code, use the hotlines and make a call there and then. Don’t say, oh, there was nobody, they dragged you to one corner and they took money from you. Make that call. Pick your phone and make that call and you will be attended to,” Kuku urged.

The Managing Director also acknowledged the need for a culture of respect between passengers and law enforcement officers, but firmly stated that FAAN has taken steps to rein in misconduct. 

“We also encourage people to be courteous, to be respectful also to the law enforcement agencies at the borders. But at the same time, we have also taken measures to ensure that we put a leash around our own law enforcement agencies,” Kuku emphasised.

The FAAN MD further emphasised the importance of inter-agency cooperation in tackling such issues. 

According to her, while FAAN is the landlord, other agencies such as Customs, Immigration, and NDLEA must work in unison to maintain order and professionalism at the airport, warning that any law enforcement personnel that falls short of these demands and crosses the line will be thrown out the airport.

“We are the landlord, they are not under our employ. We are not their bosses, but we are their landlords. You see the last time when there was an incident here on tape, we threw that particular personnel out of the airport. 

“So we have passed as FAAN to throw out any personnel from any agency at the airport who is actually crossing the line. We can throw the person out. Whether it is customs, NDLEA or anybody for that matter,” Kuku warned.

Refering to a recent incident where an Immigration officer was caught on video trying to extort money from a passenger, Kuku said, “And that is why the other person who was caught on tape the other time, we can see that he was thrown out of the airport,” highlighting the importance of inter-agency cooperation towards making the airport a conducive environment for the passengers.

Beyond these immediate measures, both the FAAN MD and the Minister, Festus Keyamo, outlined broader plans for the future of Nigeria’s airports. 

They reaffirmed the government’s commitment to public-private partnerships (PPP) as a key component of developing the nation’s airport infrastructure. 

“I continue to say that the investments we need to improve the facilities and the infrastructure in the aviation sector cannot only come in from the federal government. 

“The honourable minister you have seen over the last few weeks where he has been engaging with the private sector as well as other government institutions globally to make sure that we can better collaborate; especially around new terminal development, where it comes to increasing our routes so there is some work around route development.

“Even as far as going on some trips to specifically speak to how the airlines can seek additional leasing opportunities and aircraft. This is really just the beginning. All we are doing here are just little improvements to our facilities.

“But we have major plans in terms of the infrastructure development that is required. In terms of bringing in additional private sector participation. And we are exploring various partnership models that would allow us to be able to move forward very quickly,” Kuku remarked.

On his part, the Minister said the big plan for the nation’s airports, especially the five international airports, is still to hand them over to the best concessionaires in the world.

Keyamo further revealed that the process for airport concession would soon be made public, adding that President Bola Ahmed Tinubu has insisted on transparency. 

“The president gave us marching orders. Go and do it as transparent as possible. Look for the best bid, the best hand to come and turn around our efforts and run our airports.”

Keyamo praised the recent improvements to the E-Wing terminal, which included better facilities for disabled passengers and nursing mothers, but reiterated that these were only interim measures while the larger PPP plans were finalised. 

As FAAN continues its drive for modernisation, passengers and industry stakeholders can expect further developments in the near future. 

These efforts underscore the government’s resolve to elevate Nigeria’s aviation sector to international standards, with passenger welfare as a central focus.