The Federal Airports Authority of Nigeria’s (FAAN) Culture Transformation Programme is winning strong approval from passengers, airline operators, and tourism stakeholders as it gathers momentum across the country’s airports.
From Benin to Kano, Enugu to Abuja, and now Ilorin, the initiative is embedding FAAN’s “Five Optimal Cultures” and aligning operations with Airport Service Quality (ASQ) values, signaling a new era of service excellence in Nigeria’s aviation sector.
Passengers say the improvements are already noticeable. “I was pleasantly surprised at how attentive the staff were at Enugu Airport compared to my last trip,” said Chika Azuka, a frequent flyer based in Lagos. “You can feel that customer service is now a priority. It makes a huge difference.”
Airline operators are also applauding the programme, noting that smoother passenger experiences reflect positively on their operations. “When airports function efficiently, it reduces delays, lowers stress for passengers, and improves overall travel confidence,” remarked an official of a domestic carrier who asked not to be named. “FAAN’s reforms are a step in the right direction for the industry.”
Tourism stakeholders believe the transformation could have a ripple effect on Nigeria’s attractiveness as a destination. “Airports are the first and last contact points for visitors. The new service culture will strengthen Nigeria’s image and boost confidence in our tourism offerings,” stated, a travel expert and tourism promoter. “If sustained, this will enhance the country’s competitiveness in regional and global travel markets.”
Industry analysts stress that the initiative is not just about processes but about people, reshaping how airport staff engage with travelers. A passenger at Ilorin Airport, Jemilat Yusuf, shared her experience: “From check-in to boarding, I felt a level of courtesy that was refreshing. You can tell staff are embracing new values.”
FAAN officials insist the Culture Transformation Programme is more than a policy, it is a movement designed to embed professionalism, courtesy, and efficiency across all its airports. With each rollout, stakeholders agree that Nigeria is laying the groundwork for a future-ready aviation sector that can support economic growth, tourism expansion, and global competitiveness.
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