Bi-Courtney Aviation Services Limited (BASL), operator of the Murtala Muhammed Airport Terminal 2 (MMA2), has intensified efforts to enhance passenger experience by training its customer-facing staff on autism awareness and inclusive service delivery.
The autism sensitisation programme was facilitated by the Cradle Lounge Special Needs Initiative and led by Solape Azazi, a WHO CST Master Trainer. The initiative is designed to equip frontline airport personnel with the knowledge, sensitivity and practical skills required to effectively support passengers on the autism spectrum and their families.
The training focused on understanding autism fundamentals, identifying signs of sensory overload or distress, applying effective communication strategies and fostering teamwork built on compassion, dignity and respect. Participants were also introduced to practical de-escalation techniques and strategies for engaging empathetically with families and caregivers within the airport environment.
Kola Bamigboye, Acting Chief Operating Officer and Head of Space and Premises Management at BASL, said the programme aligns with the organisation’s vision of making MMA2 a truly inclusive terminal where every passenger, regardless of ability, can travel with comfort and confidence. He noted that the airport environment, with its noise, crowds and multiple sensory triggers, can be particularly overwhelming for individuals on the autism spectrum. Empowering staff with the right tools, he said, reinforces BASL’s commitment to delivering a seamless and supportive travel experience for all.
Feyikemi Fadeyibi, Head of Human Resources and Administration, emphasised the importance of continuous workforce development in driving service excellence. She said BASL recognises that its people are central to the passenger experience and that building professional competence alongside empathy is critical to meeting the diverse needs of travellers. According to her, the training strengthens the company’s culture of inclusion and equips staff with the confidence to provide respectful and informed support.
Solape Azazi underscored the significance of the initiative, explaining that autism does not present visible physical markers, making awareness and sensitivity essential in identifying signs of discomfort or sensory distress. She said the training aims to ensure that every traveller with autism is treated with understanding and dignity, while encouraging collaboration among airport teams to create a supportive environment.
The initiative forms part of BASL’s broader strategy to improve operational standards and passenger satisfaction at MMA2, positioning the terminal as a leader in accessible and inclusive service delivery within Nigeria’s aviation sector. Through sustained investment in training and innovation, BASL says it remains committed to setting higher benchmarks in customer service excellence and accessibility.
