CHAPTER ONE
INTRODUCTION
1.1 Background Of The StudyPassengers leaving on a trip normally want to spend as little time as possible in theterminal. They want to have baggage carts readily available, a fast check-in, and little timewaiting before and quick boarding prior to a timely departure. Passengers do not appreciate longline-ups, repetitive security checks, crowded departure areas, line-ups for boarding and a delayeddeparture. The rise in terrorist activity requires more stringent security measure. Passengers’identity must be verified, luggage must be x-rayed, metal detectors and other security techniquesmust be used. As a result, passengers must arrive early at the terminal hours before departure,line up at the security checkpoint, and show their boarding passes and passport numerous timesand wait while luggage is matched with boarded passengers. Thomas Kolawole OJO 2014Statistics have shown that from the beginning of the Millennium 2000, there had been anincrease in air transportation in Nigeria. This is in the areas of number of departing/arrivingpassengers, loaded freight, and arriving aircraft. From 2005 to 2007,the aviation industry witness some growth which the result that by2008 passenger movement increased by 21 per cent, cargo movement rose by 744.6 per cent andaircraft movement increased by 2.3 per cent(Olalerin,2009).In first quarter of 2009,the GlobalEconomic Recession affects aircraft movement, but later in 2009/2010,traffic figures shows a17.2 per cent growth, aircraft traffic figures showed a 12.3 per cent growth(Nnodim,2010).Thisreasonable growth in the aviation industry have a positive impact on the economy.After the liquidation of Nigerian Airways Virgin Nigeria Airways (now Air Nigeria) isthe new airline for Nigeria. The airlines inaugural flight was on 28 June, 2005 from Lagos to 1
London Heathrow using an Airbus A340-300 aircraft. Virgin Nigeria has since gone on tobecome one of Nigeria’s largest airlines carrying one million (1,000,000 ) passengers and fourthousand (4,000) ton of freight within two years of operation (Wikipedia, 2011).Besides Air Nigeria, there are private domestic airlines that operate on mainly domesticroutes within the country. Some of these include Aero Contractor, ADC Airline, Belliview Chanchangi, Capital Airlines, Allied Air, Kabo Air, IRS Airlines, Okada, Sosoliso, Dornier Aviation Nigeria etc. However, these domestic air lines engaged in frequent flight cancellations and delays.This has resulted in dwindling confidence of passengers on the airlines. Even Air Nigeria has of recent been facing criticisms from both its customers and the government agencies, due toincessant air and ground returns, as well as flight delays (Aduge-Ani, 2007).In October and December, 2005 there were plane crashes involving Bellview and Sosoliso airlines. These air disasters forced the government to overhaul safety and operating standards which has improved air transportation. Presently there are eight (8) InternationalAirports at Abuja, Calabar, Enugu, Lagos, Kano, Maiduguri, Port Harcourt and Sokoto. Inspiteof the status of these airports they can be closed down to the dismay of passengers. For example,the Port Harcourt International ground returns, as well as flight delays (Aduge-Ani, 2007).In October and December, 2005 there were plane crashes involving Bellview andSosoliso airlines. These air disasters forced the government to overhaul safety and operating standards which has improved air transportation. Presently there are eight (8) InternationalAirports at Abuja, Calabar, Enugu, Lagos, Kano, Maiduguri, Port Harcourt and Sokoto. Inspite of the status of these airports they can be closed down to the dismay of passengers.2
Three basic facilities are needed for air transportation and they are: the network, terminal facilities and the carrier. Airports are more than places where trips for air passengers and goods start or stop. They also provide a location for the concentration, the dispersion, the shipment and vehicular services. Airports also act as the interchange or interface between road and transport modes. (JORIND 10 (2), June, 2012)1.2 Statement of the ProblemPassenger support services are limited to available resources. Complaints are handled when the customer fulfills his/her obligations and provide correct and complete documents where necessary. Service failures are addressed in conjunction with stakeholders if FAAN is officially invited or notified. Grievances are handled only when proven to be genuine and complaints obey the rules and regulations guiding the operations at the airports and provisions of other services.One of the main challenges is that Services rendered are limited to available resources. Complaints are handled when the customer fulfills his/her obligations and provide correct and complete documents where necessary. Service failures are addressed in conjunction with stakeholders if FAAN is officially invited or notified. Grievances are handled only when proven to be genuine and complaints obey the rules and regulations guiding the operations at the airports and provisions of other services.