AN airport creates the traveller’s first and last impression of a city or country, and it is a known fact that a pleasant airport experience encourages spending and influences future travel plans. With a large portion of revenues coming from non-aeronautical sources, customer satisfaction also makes good business sense.
At the same time, airlines are also airport “customers.” As the airlines modify, expand and improve their services, they want to be sure that airports deliver services that are of consistent quality to match the airline expectations.
Many of the nation’s airports are not passenger friendly. A typical example is Lagos Airport. Its unfriendliness begins from a perennial traffic gridlock that stretches most times from the Nigeria Aviation Handling Company (NAHCO) Plc junction to the terminal building, occasioned by careless government officials who park on both sides of the major road next to the car park that is obviously too small for the airport.
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