The Federal Airports Authority of Nigeria (FAAN), in collaboration with the SERVICOM Office, Presidency has called for stakeholders’ collaboration to tackle touting, extortion, impersonation and unauthorised facilitation at the nation’s airports.
The call was made during the launch of “Operation Air Clean,” a sensitisation programme convened recently by FAAN’s Customer Service Department at the Murtala Muhammed International Airport, Lagos, which brought together key aviation ecosystem players.
Delivering the goodwill message at the event, the Acting National Coordinator/ CEO of SERVICOM Office, Presidency, Mrs. Helen Lawal described the initiative as timely.
According to her, “the airport represents the first and last impression of Nigeria for travellers”. She added that “it is essential that airports remain spaces where passengers experience professionalism, courtesy, transparency, safety and respect”.
She stated that touting and extortion by unscrupulous individuals who accost passengers, demand unauthorised payments, or mislead travellers not only inconvenience passengers but also damage the reputation of airports and the image of Nigeria.
Mrs. Lawal affirmed that “SERVICOM, as the institution mandated to promote effective and efficient service delivery, places the citizen at the centre of its work and that every passenger has a right to services that are fair, transparent, responsive and free from intimidation”.
She reaffirmed SERVICOM’s commitment to supporting initiatives that promote service excellence, accountability, transparency, and citizen satisfaction. Mrs. Lawal also called for clear information through signages, public announcements, and visible customer service points to enable passengers to know approved charges and proper complaint channels.
Representing the Director of Public Affairs and Consumer Protection, Mr. Henry Agbebire, the General Manager for Customer Service, welcomed participants on behalf of the Managing Director/CEO, Mrs. Olubunmi Kuku. Mr. Agbebire stressed that creating a safe and pleasant airport experience was a collective responsibility, urging all stakeholders to display official charges clearly so that passengers could navigate terminals with confidence and without fear of exploitation.
In her presentation detailing the operational strategy for “Operation Air Clean,” FAAN’s General Manager for Customer Service and SERVICOM Nodal Officer, Mrs. Alphonso Monica, cited rising passenger complaints regarding touts and declared “a strict zero-tolerance policy for unauthorized personnel and off-duty staff lingering within terminal areas”. She urged all operating entities to prioritize integrity, professionalism, and accountability over financial considerations.
She further urged all organisations operating at the airport to prominently display official charges and service information. She opined unequivocally that “staff who were not on duty should not remain within the airport environment without legitimate reasons, as the presence of unauthorised personnel undermined integrity”.
Highlighting the critical role of frontline personnel, the Airport Manager and Regional General Manager (South West), Mr. Oluwatokunbo Arewa, emphasized the need for “continuous staff training, professional conduct, and effective passenger communication”. Disclosing further, he maintained that “FAAN has reviewed its bye-laws to ensure strict legal sanctions and enforcement against touting and extortion”.
The engagement which brought together senior representatives from across the airport ecosystem included the Nigeria Immigration Service, Nigeria Customs Service, National Drug Law Enforcement Agency (NDLEA), airlines and other service providers.
During the interactive session, the Comptroller of the Nigeria Immigration Service commended FAAN for the initiative. He proposed the establishment of an anti-touting committee to coordinate efforts, as well as migration to digital On-Duty Cards with retrieval for personnel posted out of the airport. He also suggested an instant electronic feedback mechanism for passengers to report extortion and touting.
In her vote of thanks, the Head of Customer Service, MMIA, expressed appreciation to FAAN Management and all participants. She urged all participating agencies to take the message of ‘Operation Air Clean’ back to their organisations and ensured personnel understand the need for professionalism and integrity.
The programme concluded that eliminating touting and extortion from Nigeria’s airports, strengthening passenger confidence, and upholding the integrity of the airports required shared commitment, unity of purpose and sustained approach.
Aderemi Ajibola Adelabu anipr
Public Awareness Manager
SERVICOM Office, Presidency
15th August, 2026
