The Federal Airports Authority of Nigeria (FAAN) has emerged as a shining example of transformation in Nigeria’s aviation sector, following years of reforms aimed at upgrading passenger experience and improving service delivery at the nation’s airports.
A fresh validation of this progress came when the SERVICOM Presidency presented its Compliance Evaluation Scorecard, covering seven airports under FAAN’s purview from 2018 to date. The evaluation revealed remarkable improvements in critical service areas, a stark contrast to the challenges that once defined Nigeria’s air travel experience.
The report was presented by Mrs. Ngozi Akinbodewa, who represented the Acting National Coordinator of SERVICOM. Receiving the delegation on behalf of FAAN’s Managing Director, Mrs. Olubukimi Kuku, was the Director of Human Resources, Dr. Luqman Emiola.
“This scorecard is not just a report, it is a testimony of our journey from the days of customer frustration to an era of enhanced service delivery,” Dr. Emiola said. “We still have work to do, but it is encouraging to see that our investments in technology, training, and infrastructure are being noticed by passengers and independent evaluators alike.”
From Struggles to Reforms
When SERVICOM began its evaluation in 2018, Nigerian airports were often criticized for long queues, poor customer handling, and weak infrastructure. Complaints about baggage delays and inefficiencies dominated passenger feedback, making airports a source of frustration rather than pride.
However, FAAN began implementing deliberate reforms: retraining staff, installing modern x-ray baggage scanners, upgrading conveyor systems, and improving passenger facilitation processes. These changes, though gradual, laid the foundation for today’s improved airport experiences.
“We have tracked FAAN’s performance for years, and the transformation is clear,” Mrs. Akinbodewa noted. “Passengers are experiencing smoother travel processes, and customer service has improved across the evaluated airports. This is the essence of SERVICOM, putting people first.”
Visible Progress by 2025
By 2025, Nigerian airports began to show visible signs of international competitiveness. Passenger facilitation improved, security procedures became more efficient, and modern equipment enhanced operational reliability. FAAN’s consistent reforms were now being recognized not only by stakeholders but also by independent service evaluation bodies such as SERVICOM.
The scorecard did more than celebrate progress; it reminded FAAN of the importance of sustaining the reforms.
“We take this as a call to keep raising the bar,” Dr. Emiola affirmed. “Our vision is to make Nigerian airports not just functional, but globally competitive and passenger-friendly.”
A Continuing Journey
For FAAN, the SERVICOM commendation is both a recognition of its achievements and a challenge to maintain momentum. The Authority’s journey underscores the reality that transformation in public service is possible when vision, accountability, and commitment converge.
As Nigeria’s aviation sector expands, FAAN has pledged to deepen its service delivery reforms and continue investing in infrastructure that enhances passenger satisfaction. The Authority is positioning Nigerian airports not just as points of transit, but as gateways of efficiency, safety, and national pride.
The Federal Airports Authority of Nigeria (FAAN) has been commended by SERVICOM for major improvements in airport service delivery since 2018, scoring high in customer satisfaction, security, and passenger facilitation.
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