CHUKS OKOH
The Federal Airports Authority of Nigeria (FAAN) has called on aviation stakeholders, travel facilitators, and corporate organizations to align with structured airport protocol systems to enhance passenger experience, airport security, and operational efficiency.
Speaking at the International Protocol Officers Conference (IPOC), organised by Mr Fortune Idu of FCI held at the NIGAV event and expo centre in Lagos, Mrs. Christabel Eromosele, General Manager of Protocol and Passages at FAAN, stressed that air travel facilitation has evolved beyond the basic issuance of tickets and transit.
Represented by Mr Oluwakayode Adeyeoluwa, head public affairs department Murtala Muhammed Airport, Mrs Eromonsele, noted that modern aviation management demands an integrated, end-to-end passenger journey, stretching from pre-booking and home facilitation to departure lounge management, arrival coordination, and post-flight logistics.
Addressing the challenges experienced by passengers across various airport touchpoints, Mrs. Eromosele noted that aviation travel is about delivering a holistic customer experience.
She warned that uncoordinated, unstructured attempts to facilitate dignitaries or passengers often lead to dissatisfaction, operational bottlenecks, and unnecessary friction with airport authorities.
”Professional airport protocol is not about circumventing rules and regulations, cutting corners, or employing unstructured touts,” Eromosele asserted. “It is about following a structured, transparent process that guarantees safety, accountability, and seamless service delivery. Every passenger, regardless of status, deserves an orderly and dignified travel experience, and that can only be achieved when we work through established systems”.
Highlighting FAAN’s dedicated protocol unit, the FAAN Executive Protocol Unit, she explained that the agency provides organized, professional reception, guidance, lounge access, and inter-agency coordination for high-net-worth individuals, corporate executives, official delegations, and families.
She urged corporate organizations, travel agencies, and protocol officers to formalize their engagement with airport authorities rather than relying on unauthorized third parties or touts.
Mrs. Eromosele also tied strict adherence to airport protocol directly to national security and operational safety. She noted that circumventing security and screening channels under the guise of VIP facilitation poses severe risks, particularly in light of current global and national security realities.
She further admonished protocol officers and handlers against misleading their principals or compromising official procedures simply to project false efficiency.
According to her, proper sensitization and advance communication with passengers regarding airport requirements, such as arrival times and security checks—prevent the frantic delays and confrontations often recorded at check-in counters.
Concluding her address, Eromosele called for a shared commitment among airlines, travel agents, security agencies, and airport managers to elevate service delivery standards across Nigerian airports, emphasizing that seamless airport protocol remains a collective responsibility aimed at protecting passengers and promoting the country’s aviation image.
