FAAN taps into technology for real-time passenger feedback

As more passengers move through Nigerian airports, they complain about travel experience as their expectations have changed dramatically.
To address their complaints in the quickest possible way, the Federal Airports Authority of Nigeria (FAAN) has installed feedback apps at the Lagos and Abuja airports where passengers can comment on the quality of services rendered by government agencies operating at the facilities.
IME AKPAN reports.
FAAN introduces App With over nine billion passengers expected to visit airports by 2025 and with technology playing a major part in today’s world, the Federal Airports Authority of Nigeria (FAAN) has raised the bar for passenger experience by harnessing technology to provide passengers with feedback App.
The App which has been activated at the international wing of the Murtala Muhammed Airport, Lagos and the Nnamdi Azikiwe International Airport, Abuja, is expected to elevate the service level, and is one of the initiatives under the Presidential Enabling Business Environment Council (PEBEC) launched in June 2017 by the Vice President, Prof.
Yemi Osinbajo.
Passengers can now register complaints With the APP, passengers and the general public can now register their complaints or commend the quality of services rendered by government agencies at the airports.
Persons who lodge complaints are assured that such cases will be attended to and resolved within 72 hours in line with the provisions of Executive Order 1 of the federal government.
Speaking at the unveiling of the APP in Lagos, the Senior Special Assistant to the President on Industry, Trade And Investment, Dr.
Jumoke Oduwole said the App that kiosks at the two airports would serve as a self-service terminal, with customer service representatives to promote the PEBEC report App.
Self-service terminal She explained that the App has a feedback mechanism for Ministries, Department and Agencies (MDAs), which have assigned administrators to handle complaints according to pre-agreed service level agreements (SLAs).
The presidential aide said the App makes it easy for anyone to resolve issues encountered when dealing with MDAs; strengthens federal enforcement, service delivery and public protection efforts on a national level (through filing a complaint) and helps identify trends and tracks the issues that matter to Nigerian citizens.
Presidential Enabling Business Environment Council (PEBEC) “The PEBEC report kiosks have been placed in Lagos and Abuja international airports to promote the app and encourage private sector to give feedback about their airport and travel experience.
The app is being scaled up to include more MDAs and provide wider coverage.
“This web-based application is to foster transparency and efficiency in furtherance to the Executive Order 001 (EO1).
“The App is the PEBEC’s official public service website for complaints and feedback on the service delivery standards of select MDAs.
“All administrators have been trained on how to handle complaints and feedback from the app within a 72-hour timeline.
On June 27 2018, the federal executive council also approved a directive on strict compliance by all MDAs to respond to complains within 72 hours,” said Oduwole.
It would be recalled that the Vice President, Prof.
Yemi Osinbajo signed the EO1 on May 18, 2017 when he served as acting president to promote transparency and efficiency in the business environment.
MDAs to submit monthly reports To foster a robust monitoring and evaluation process (M&E), EO1 mandated all MDAs to submit monthly reports to the Office of the Head of Service and SERVICOM.
The Enabling Business Environment Secretariat tracks compliance of select MDAs with EO1 directives.
On June 25 2018, a 12-month anniversary report, tracking the performance of PPMs, was presented at the special PEBEC meeting in the presence of private sector stakeholders.
The App was launched on 25 June 2018 at a special PEBEC meeting after a six-month preparation period.
Oduwole said the APP was being experimented the APP with nine of the PEBEC priority MDAs namely: Citizens and Business Department, Corporate Affairs Commission (CAC), Federal Airports Authority of Nigeria (FAAN), National Agency for Food and Drugs Administration and Control (NAFDAC), Nigeria Civil Aviation Authority (NCAA), Nigeria Customs Service (NCS), Nigerian Police Force (NPF), Nigerian Ports Authority (NPA) and Standards Organisation of Nigeria (SON).
Strengthening the brand Experts say a good experience keeps the promise of good service to customers and strengthens the brand stressing that it is a significant way to stand out in the international competition between airports, since a third of passengers choose their flight route based on the reputation of the transfer airport.
In order to react to the challenge of processing growing passenger numbers through the existing airport infrastructure, Airport International says the aviation industry requires significant change.
“Global passenger traffic is expected to double by 2035, reaching six billion passengers, so it’s no surprise that airport technology is one of the fastest developing aspects of the entire industry.
“The recent IATA Global Passenger Survey of 10,675 people across 153 countries revealed that passengers are quite specific about the technological enhancements they wish to see prioritised.
They expect technology to give them more “personal control over their travel experience,” said the organisation.
Passenger expectations Commenting on the changing relationship between aviation and passenger expectation.
the Chief Executive Officer at AeroOps, Michael McElvaney, airports are focusing on what distinguishes them from the others.
“As airports focus more and more on the passenger experience, technology provides the tools to allow the airports to attune their services and even modify the passenger’s habits,” he said.
From Asian Airports He said Asian airports, in particular, have made a concerted efforts to not only meet the expectations of the travelling public but to raise and set the bar for the public’s expectation.
“Changi (Airport, Singapore) recently created the “Living Lab Programme” to develop and demonstrate new technological solutions, in a live airport environment.
The intent is to enhance the airport experience.
CAG recognises the importance of increasing its pace of innovation to strengthen the airport’s competitiveness.
“Several European airports are also focusing on the customer experience.
London’s Heathrow airport and Amsterdam’s Schiphol airport are involved in the smart security programme which has a focus on the customer experience and how passengers can move through security with unnecessary stress.
Amsterdam has a department which focuses on the passenger’s experience,” he said.