ANALYSIS OF EFFICIENCY OF AIR PASSENGER SUPPORT SERVICES A CASE STUDY OF MURTALA MOHAMMED INTERNATIONAL AIRPORT

ANALYSIS OF EFFICIENCY OF AIR PASSENGER SUPPORT SERVICES A CASE STUDY OF MURTALA MOHAMMED INTERNATIONAL AIRPORT

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CHAPTER ONE

INTRODUCTION

1.1  Background Of The Study

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)

1.2 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.

1.3  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?

1.4 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

1.5 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.


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