Customer Service / Servicom

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 Nigerians
SERVICOM is a service compact with all Nigerians which is an agreement between the Federal Government and the public to provide quality services by promoting service excellence in public service delivery through its Ministries and Agencies.

As 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
In our continued effort to serve our customers better, we wish to advise the following procedures
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