PROPOSL TOPIC

APPRAISAL AND THE EFFICIENCY OF AIR PASSENGER SUPPORT SERVICES AT THE

NIGERIAN AIRPORT
 GENERAL INTRODUCTION

Passengers leaving on a trip normally want to spend as little time as possible in the terminal.

They want to have baggage carts readily available, a fast check-in, and little time waiting before and

quick boarding prior to a timely departure. Passengers do not appreciate long line-ups, repetitive

security checks, crowded departure areas, line-ups for boarding and a delayed departure. 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 techniques must 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 times and wait while luggage is matched with

boarded passengers. Thomas Kolawole OJO 2014

Statistics have shown that from the beginning of the Millennium 2000, there had been an

increase in air transportation in Nigeria. This is in the areas of number of departing/arriving passengers,

loaded freight, and arriving aircraft.

From 2005 to 2007,the aviation industry witness some growth which the result that by 2008

passenger movement increased by 21 per cent, cargo movement rose by 744.6 per cent and aircraft

movement increased by 2.3 per cent(Olalerin,2009).In first quarter of 2009,the Global Economic

Recession affects aircraft movement, but later in 2009/2010,traffic figures shows a 17.2 per cent

growth, aircraft traffic figures showed a 12.3 per cent growth(Nnodim,2010).This reasonable growth in

the aviation industry have a positive impact on the economy.

After the liquidation of Nigerian Airways Virgin Nigeria Airways (now Air Nigeria) is the new

airline for Nigeria. The airlines inaugural flight was on 28 June, 2005 from Lagos to London Heathrow
using an Airbus A340-300 aircraft. Virgin Nigeria has since gone on to become one of Nigeria’s largest

airlines carrying one million (1,000,000 ) passengers and four thousand (4,000) ton of freight within

two years of operation (Wikipedia, 2011).

Besides Air Nigeria, there are private domestic airlines that operate on mainly domestic routes

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 to incessant 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) International Airports 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. 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 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) International Airports 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.

 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)

Statement of the Problem

Passenger 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

Research Questions

1. Do the socio-economic characteristics of passengers affect their travel habit?

2. Does Federal airport authority of Nigeria offer air passenger support services?
3. Do FAAN services satisfy the passengers receiving these services?

Aim and Objective

This research is aimed at analyzing the efficiency support services offered to air passengers by

Federal Airport Authority of Nigeria. The quality and quantity at which these services are being

rendered will therefore be analyzed as it relate to passenger in flight in Lagos airports.

This research is said to examine the services Federal airport authority of Nigeria offer air

transport passengers. It will also elucidate the efficiency of an airport services relate to passengers in

Lagos Airports (Muritala Mohammed Airport)

Objectives will be to

 Discover the demographic characteristics of passenger traveling through lagos airport

 State the services offered by FAAN at Airports as it is directly related to passengers

 Discover how well these services satisfy the passengers

Research Hypothesis

 FAAN does not offer any services at airport

 There is no passenger support services offered by FAAN at Lagos airport

1.6 Scope of the Study

This research of analysis of efficiency of passenger support services is done by picking samples out of

the entire population of passengers using the Lagos airports. The sample is picked randomly from

Murtala mohammed international Airport, Muritala Mohammed Airport 2 and the GAT (local terminal)
to ensure that the full representation of the passengers benefiting from the support services offered by

Federal Airport Authority of Nigeria.

1.7 Definition of Terms

Airport Service

Passenger Service Systems

A PSS ("Passenger Service Systems"), is a series of critical systems used by airlines. The PSS

usually comprises an Airline Reservation System, an Airline Inventory System and a Departure Control

System (DCS).

Generally the PSS is made up of modules that are used to manage different parts of the airline’s

business.

Airline Reservations System

An airline reservation system (ARS) is part of the so-called passenger service systems (PSS),

which are applications supporting the direct contact with the passenger.The Airline Reservation System

is the system that allows an airline to sell their inventory (seats). It contains information on schedules

and fares and contains a database of reservations (or Passenger Name Records) and of tickets issued (if

applicable).

ARS eventually evolved into the computer reservations system (CRS). A computer reservation

system is used for the reservations of a particular airline and interfaces with a global distribution system

(GDS) which supports travel agencies and other distribution channels in making reservations for most

major airlines in a single system.

 Airline reservations systems contain airline schedules, fare tariffs, passenger reservations and

ticket records. An airline's direct distribution works within their own reservation system, as well as

pushing out information to the GDS. A second type of direct distribution channel is consumers who use

the internet or mobile applications to make their own reservations. Travel agencies and other indirect

distribution channels access the same GDS as those accessed by the airlines' reservation systems, and

all messaging is transmitted by a standardized messaging system that functions on two types of

messaging that transmit on SITA's HLN [high level network]. These message types are called Type A

[usually EDIFACT format] for real time interactive communication and Type B [TTY] for

informational and booking type of messages. Message construction standards set by IATA and ICAO,

are global, and apply to more than air transportation. Since airline reservation systems are business

critical applications, and their functionally quite complex, the operation of an in-house airline

reservation system is relatively expensive. Reservation systems like Navitaire hosts "ticket-less"

airlines such as Ryanair and AirAsia and "hybrid" - (airlines that use e-ticketing in addition to ticket-

less to accommodate code-shares and interlines) airlines such as AirTran, GOL and Jetstar.

In additional to these "standardized" GDS, some airlines have proprietary versions which they

use to run their flight operations. A few examples are Deltamatic's OSS system and EDS SHARES.

SITA Reservations remains the largest neutral multi-host airline reservations system, with over 100

airlines currently managing inventory.

Airline Inventory System

The Airline Inventory System may or may not be integrated with the Reservation System. The

system contains all the airline’s flights and the available seats. The main function of the Inventory
System is to define how many seats are available on a particular flight by opening or closing an

individual booking class in accordance with rules defined by the airline.

Departure Control System

The Departure Control System is the system used by airlines and airports to check-in a

passenger. The DCS is connected to the Reservation System enabling it to check who has a valid

reservation on a flight. The DCS is used to enter information required by customs or border security-

agencies and to issue the boarding document. In addition the DCS may also be used to dispatch cargo

and to optimize aircraft weight and balance.

A Departure Control System (DCS) automates processing an Airlines' Airport management operation.
This includes managing the information required for Airport Check-in and printing Boarding card,
baggage acceptance, boarding, load control and aircraft checks

METHODOLOGY

Data collection means gathering information to address those critical evaluation questions that

you have identified earlier in the evaluation process. There are many methods available to gather

information, and a wide variety of information sources. The most important issue related to data

collection is selecting the most appropriate information or evidence to answer your questions. To plan

data collection, you must think about the questions to be answered and the information sources

available. Also, you must begin to think ahead about how the information could be organized, analyzed,

interpreted and then reported to various audiences.

The Study Area

 The Murtala Muhammed International Airport located in Lagos Nigeria is the nation’s major

airport that servers a multitude of international flights each day as well as flights domestically from the

entire nation. The airport has two parallel runways. One serves the international community while the

other is dedicated to domestic flights.

The airport includes the headquarters of the Federal Airports Authority of Nigeria. It also

houses the head office of the Accident Investigation Bureau. The Lagos office of the Nigerian Civil

Aviation Authority is located in Aviation House on the grounds of the airport.

Arik Air's head office is in the Arik Air Aviation Center on the grounds of the airport Aero

Contractors has its head office in the Private Terminal of the Domestic Wing at Murtala Muhammed

International Airport

At one time Nigeria Airways had its head office in Airways House on the airport property. Prior

to its disestablishment Afrijet Airlines had its head office in the NAHCO Building on the grounds of

the airport

Research Design

Data was collected using questionnaire, the most common tool to evaluate the similar aim. Data

analysis using statistical tool carried out in two ways, to investigate both global and local satisfaction

on public bus transport.

Respondents

Target respondents shall be the passengers (either local or international traveller) that fly from

the Lagos airport (Murtala Mohammed international airport). The ages range 15 to 60 years old chosen
because people in these age have better understanding of the services they received at the airport. After

age of 60, people usually do not have routine commuter behavior and are mostly afraid of air mode of

travel.

Questionnaire

The questionnaire shall be divided into two parts: (1) Demographics, the questioner item

correspondent to gender, age, driving occupational status, marital status and income level of passengers

(2) respondents perception about the support services offered by Federal Airport Authority of Nigeria at

airport. Likert-type scale rate ranged from strongly disagree, disagree, neither agree nor disagree, agree

and strongly agree. Nominal scale is also used in the questionnaire

Data analysis

The data for the study shall be analysed using the SPSS 18.0 computer software and the

hypotheses were tested using regression analysis.