The SERVICOM Office, Presidency, has called on all aviation stakeholders to take collective ownership of the Federal Airports Authority of Nigeria (FAAN) initiative tagged “Operation Air Clean” aimed at eliminating touting, extortion and other unwholesome practices at the nation’s airports.
The call was made in a goodwill message delivered on behalf of the Ag. National Coordinator/CEO, SERVICOM Office, Mrs. Helen Lawal, by the Head of Operations, Mrs. Ngozi Akinbodewa, at a Stakeholders’ Engagement organised by FAAN at the Nnamdi Azikiwe International Airport, Abuja on 4th November, 2026.
Mrs. Lawal commended FAAN Management for sustaining the sensitisation which started on 14th August, 2025 at the Murtala Mohammed International Airport, Lagos, and extending it to Abuja, noting that the “continuity demonstrates commitment to sanitising the airport environment.” She stressed that airports are “strategic gateways where visitors, investors and citizens form their first impression of Nigeria,” and therefore “touting, harassment of passengers, unauthorised solicitation and unnecessary delays are not just security concerns but service delivery failures that undermine public confidence and damage the nation’s image.”
Mrs. Lawal further stated that “Operation Air Clean” must go beyond enforcement and removal of touts to restoring order, institutional integrity and a culture of professionalism and excellent service. She proposed “innovative and sustainable measures including strengthening airport access control and CCTV monitoring, deploying QR codes at strategic locations for digital reporting of touting and extortion, regular orientation of airport personnel and concessionaires on ethical conduct and customer relations, strengthening inter-agency collaboration to close operational gaps, introducing a passenger service rating system via digital kiosks and SMS platforms, ensuring accountability with clear sanctions and rewards, providing clear signage on approved charges and complaints channels, and instituting continuous monitoring using indicators such as reported incidents, complaints response time and passenger satisfaction levels.”
In a stakeholder sensitisation presentation, the General Manager, Customer Service/Nodal Officer, FAAN, Mrs. Monica Alphonse, explained the essence of “Operation Air Clean” was to serve an initiative to promote a clean, safe, professional and passenger-friendly airport environment. She described airport touting as unauthorised solicitation of passengers for money, transportation and other services, aggressive approaches, impersonation of airport and airline personnel, and any conduct designed to exploit a passenger’s lack of information or urgency, noting that such acts exposed passengers to fraud, harassment, financial loss and security risks.
According to her, “common forms include offering unofficial assistance for money, demanding unofficial payments, impersonating FAAN, airline, immigration and other personnel, overcharging and soliciting around arrival, departure and car park areas,” which she said “must stop because it damages passenger trust, creates a negative impression of Nigeria, and undermines genuine service providers.”Mrs. Alphonse used the forum to reiterate FAAN’s service standard anchored on professionalism, ethical conduct, transparency, accountability and passenger-focused service, charging staff to always wear authorised identification, give accurate information, direct passengers to official service points and report misconduct. She also advised against soliciting money, intimidation, recommending unofficial agents and concealing unethical conduct.
She also encouraged passengers to make use of “only official counters and help points, seek clarification before payment, request official receipts, never hand over passports or valuables to unauthorised persons, and promptly report extortion or harassment,” stressing that Operation Air Clean was a collective responsibility of FAAN, airlines, security agencies, concessionaires and passengers.
Delivering the closing remarks on behalf of Regional General Manager Comrade Danjuma Amodu, the Deputy General Manager of Operations, Mr. Nanloh Peter Nuhu, thanked the SERVICOM Office for providing valuable awareness materials and urged all participating agencies to cascade the campaign’s core message down to every operational cadre, ensuring that teamwork and shared accountability permanently transform Nigerian airports into safe, clean, and passenger-friendly environments.
The forum drew an impressive turnout of key aviation stakeholders, including representatives from airline operators, the Nigeria Customs Service, Nigeria Immigration Service, NDLEA, DSS, NSCDC, baggage handlers, and car hire service providers.
Aderemi Ajibola Adelabu
Public Awareness Manager
SERVICOM Presidency
4th November, 2026
