Scores of passengers at the premier gateway – Murtala Muhammed International Airport (MMIA), Lagos – have decried the harassment they go through as unacceptable.
They blamed the harassment on overzealous security and para-military personnel, who, in the guise of carrying out their duties, extort them.
Those dissatisfied with the unprofessional conducts by the officials have been demanding sanctions from the appropriate authorities.
Though the Federal Airports Authority of Nigeria (FAAN), introduced streamlined checking at the airport to reduce human interface among the relevant screening agencies, some errant officials still indulge in the harassment of passengers.
The agencies operating at the airport are: Department of State Services (DSS); police; National Drug Law Enforcement Agency (NDLEA); Nigerian Customs Service (NCS); Nigerian Immigration Service (NIS) and National Agricultural Plants Quarantine Services.
Investigations further revealed that while passengers process their flight through airlines’ counters, they usually express apprehension when they approach processing points manned by security agencies.
A Europe-bound passenger, who expressed frustration, recounted how an official forced him to declare the foreign currency on him as he approached their stand towards the boarding gate.
The passenger shared his experience of how officials were pestering him to declare how much foreign currency he had on him, before he could be profiled to continue with other pre-departure protocols.
The misconduct of the officials, whose motive was to disorient the passenger in order to extort money, is contrary to the extant regulation, where passengers are expected to fill a form for cash only in in excess of $10,000.
Besides, passengers departing the country, others have complained of the sore treatment meted out to them by officials.
Speaking in an interview, a London-bound mother of two, who identified herself as Mrs. Ronke Williams, berated the behaviour of personnel attached to the new international terminal, who openly solicit for gratification.
She noted that the underhand tactics used by the personnel has become an embarrassment for regular users of the facility.
She said: “This shameful practice of soliciting gratification from passengers is becoming embarrassing. From unsolicited greetings, ranging from “Show us some love”; to “You are welcome home”; “Wetin you bring for us”, the experience is becoming unbearable.
“When you ignore them and insist on your right for them to go ahead and discharge their duties officially, they become very unfriendly and hostile. It is either they are asking useless questions or requesting for documents not within their purview. I think the authorities should sanitise the system.”
Another passenger, who identified himself as Mr. Benson Alu, cited how some officials demanded to know his mission in Europe. This was despite having a valid visa to travel.
At a recent forum on consumer protection organised by the aviation industry regulator – Nigeria Civil Aviation Authority (NCAA), its Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, asked for suggestions on how to curb passenger extortion.
Achimugu noted that though soliciting assistance is cultural, personnel attached to organisations serving at airports should conduct themselves professionally.
Speaking on the development, a lawyer and consumer advocate, Mr. Baba Isa, urged passengers to insist on their rights.
To curb the trend, stakeholders have called for close collaboration among aviation agencies and border management authorities to educate their personnel on the negative perception such behaviour will attract to the sector.
In June, FAAN established a dedicated task force to tackle touts and extortionists across the country’s airports.
Its Managing Director, Mrs. Olubunmi Kuku, announced the Director of Special Duties at FAAN, Mr Henry Agbebire, as the chairman of the task force.
Mrs. Kuku expressed deep concern over the persistent harassment and extortion experienced by passengers at airports.
Declaring her intention to personally engage with all agencies operating at the airports, she pledged to ensure compliance with the anti-touting and anti-extortion measures.
Insisting that the era of business as usual was over, the FAAN boss highlighted the administration’s zero-tolerance policy towards misconduct.
According to her, strict disciplinary actions would be taken against anyone found engaging in illicit practices.
Announcing plans to establish magistrate courts at international airports to expedite the legal process for prosecuting offenders, she said a task force had been mandated to enforce discipline among airport staff and maintain a culture of professionalism.
She said: “Dedicated phone lines and QR codes will be set up to provide passengers with a means of providing feedback on their airport experience.
“All airport personnel must prominently display their on-duty cards and name tags for easy identification and accountability. FAAN is committed to delivering exceptional service and ensuring a safe and secure environment for all passengers and airport users.”