
The Customer Service Department is responsible for the developing, implementing, and monitoring of compliance with FAAN service standards for providing quality service at all our airports.
The role of this department also involves responding promptly and effectively, resolving issues and documenting same. This fosters lasting customer relationships, loyalty, improves our credibility as well as builds strategies for improving the overall customer experience.
We take our passengers complaints seriously and they are handled in real time at the airport where the service failure occurred or if it requires further investigation, we aim to respond within 10 working days or less in line with the FAAN Service Charter. Our Customer Service desks are sign posted and easy to locate.
There is a desk, based in each of the departure and arrival halls at our airports.
Regular Customer Satisfaction Feedback Surveys are carried out with our passengers and stakeholders which help us to see where our services fall short and embark on improvements.
In order to reduce incidents of non-travelers taking up seats at our airports and engaging in illegal activities, FAAN removed seats from the departure and arrival halls but has provided Customer Service Lounges free of charge for a select category of passengers who are eligible to sit at the lounges while waiting to check-in or waiting to be picked up.
These passengers are the elderly, physically challenged, parents with babies or toddlers, pregnant women; nursing mothers and sick travelers who are travelling for treatment purposes (proof is required).
Other passengers are required to go to check-in then head to the boarding gate where seats are provided for them to make use of till it is time to board, while arriving passengers are expected to exit the terminal building after retrieval of their luggage and Customs checks.
A new terminal, Terminal 2 has been opened at MMA and boasts of all the comfort and facilities of a modern airport.
FAAN CUSTOMER SERVICE / SERVICOM CONTACT INFORMATION
Contact | Designation | Tel Nos | Location |
---|---|---|---|
MD'S OFFICE | MD / CEO | 012800830 | FAAN Headquarters, Federal Airports Authority of Nigeria, Ikeja- Lagos |
GENERAL MANAGER CUSTOMER SERVICE HEADQUARTERS | GM / NODAL OFFICER Complaints desk |
012800846 / 08167606915 09068060965 (WhatsApp only) |
FAAN Nodal Officer, Customer Service / SERVICOM Department, Federal Airports Authority of Nigeria, Ikeja- Lagos |
H.O.D CUSTOMER SERVICE ABUJA | COMPLAINTS DESK OFFICER | Nnamdi Azikiwe International Airport, Abuja. | |
H.O.D CUSTOMER SERVICE PORTHARCOURT | COMPLAINTS DESK OFFICER | 08189143283 | Port Harcourt International Airport, Omagwa, Port Harcourt. |
H.O.D CUSTOMER SERVICE KANO | COMPLAINTS DESK OFFICER | 08055356429 | Aminu Kano International Airport, Kano. |
H.O.D CUSTOMER SERVICE MMA | COMPLAINTS DESK OFFICER | 081864037828 08186437822 08067998931 (WhatsApp only) |
Room 2021 Murtala Muhammed Int’l Airport, Ikeja Lagos |
FAAN FRONTLINE DESK | LAGOS | 08186406715 / 08186406722 | Murtala Muhammed INT’L AIRPORT |
FAAN FRONTLINE DESK | LAGOS | 08186437888 / 08186437889 | GAT, LOCAL AIRPORT MMA, IKEJA LAGOS. |
D TERMINAL | LAGOS | 08186406715 | Murtala Muhammed INT’L AIRPORT |
E ARRIVAL | LAGOS | 08186406722 | Murtala Muhammed INT’L AIRPORT |
T2 DEPARTURE | LAGOS | 08186406717 | Murtala Muhammed INT’L AIRPORT |
CUSTOMER SERVICE | ABUJA | 09063601383 (WhatsApp only) | Nnamdi Azikiwe International Airport, Abuja. |
COMPLAINTS | customerservice@faan.gov.ng mmaservicom@gmail.com |
Servicom
Service Compact with All NigeriansAs FAAN is a government parastatal, we subscribe to this agreement and commit to ensuring that our customers receive the best possible service when interacting with our organization.

Complaints and Grievances
Redress Mechanism- Complaints /Redress procedure shall be published and made available at all service points.
- All complaints should be first lodged at the service point where the customer is accessing service/where the service failed. If not satisfied, then he/she may
- Complain to the SERVICOM desk officers at the airports, call or write (by email, see contact or email us at servicom@faan.gov.ng)
- We will respond to written complaints within two (2) working days of the receipt of the complaint
- Notifying the customer of the action to be taken and date upon which the airport is expected to take action.
- The customer will be informed of the resolution or progress of complaints facilitation within 10 working days.