Urgent Need To Reclaim Civility In Our Airports

National Airports stand as sentinels of our nation’s hospitality, the first whisper of welcome to international visitors and the last echo of farewell to those who depart. Yet, beneath the gleaming infrastructure, a less visible crisis festers. Incidents of disrespect and unprofessionalism among airport staff have reached a boiling point, casting a shadow over the very institutions meant to embody our national pride. The recent altercations at Murtala Muhammad Airport in Lagos are not isolated incidents but symptoms of a deeper malaise that demands immediate attention from the highest echelons of leadership.

Travelers, already beset by the trials of modern air travel delays, cancellations, and the labyrinthine complexities of flight find themselves further beleaguered by the very individuals tasked with ensuring their safety and comfort. Reports of staff demanding bribes to bypass queues, officials speaking with rudeness, and outright physical altercations paint a troubling picture of systemic breakdown. When a traveler, whether a Nigerian citizen or an international guest, feels harassed or disrespected, it is not merely the airline’s image that is tarnished but the very fabric of our national character.

The responsibility for this crisis rests squarely on the shoulders of our leadership. The President and the Aviation Minister must take a definitive stand, moving beyond piecemeal investigations to address the root cause of this malaise. Leadership, training, and accountability are the pillars upon which the restoration of professionalism must be built. To restore the dignity of service in our airports, several measures are imperative.

A strong statement from the Presidency, publicly condemning the mistreatment of passengers and underscoring the importance of professionalism, would set the tone for change. This directive should be followed by clear instructions to the Aviation Minister to ensure compliance across all agencies. Continuous customer service training for airport staff, emphasizing courtesy, empathy, and conflict resolution, is not a luxury but a necessity. This training should be an ongoing program, reinforcing the values of respect and service.

A transparent and accessible channel for passengers to report misconduct without fear of reprisal is crucial. These complaints must be investigated promptly, and disciplinary action must be swift and appropriate. The heads of all agencies operating within airports must be held accountable for the conduct of their staff. A zero tolerance policy for unprofessional behavior, with clear consequences for non-compliance, would foster a culture of respect and service.

The Nigerian aviation sector is a vital engine of our economy, a symbol of our national progress. We cannot afford to let it be undermined by a few bad actors. The dignity of every traveler must be respected, and our airports must become gateways that reflect the true hospitality and good character of the Nigerian people. The time for passive observation is over, it is time for decisive action. Mr. President and the Aviation Minister, we urge you to act now, to restore respect, courtesy, and professionalism to our airports, and to let our gateways become welcoming portals to our great nation.

Sunday Adedokun Harshasha
Writes from the Ancestral Kingdom of Alaafin, domiciled in Oyo State.

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