By Janefrances Chibuzor
Travelers at the Nnamdi Azikiwe International Airport, Abuja, were treated to an unusual spectacle on Friday as the National Institute for Hospitality and Tourism (NIHOTOUR) and the Federal Airports Authority of Nigeria (FAAN) joined forces to stage a “Service in Motion” flash mob in celebration of this year’s Customer Service Week.
The lively performance, featuring trainees from NIHOTOUR alongside FAAN personnel, brought a burst of colour, dance, and patriotic energy to the busy terminal, drawing applause and cheers from passengers and airport workers. The event, which caught many by surprise, sought to highlight the importance of quality service delivery and professionalism within Nigeria’s hospitality and aviation sectors.
NIHOTOUR’s Director-General, Dr. Abisoye Fagade, described the initiative as part of efforts to redefine the culture of service in Nigeria. “Service is not just a duty — it is a culture, a rhythm, and an identity,” he said. “This flash mob symbolizes how deeply hospitality lives in our people, and how Nigeria can lead Africa in service excellence.”
Videos of the performance quickly spread across social media platforms, with many users praising the agencies for injecting creativity and positivity into a government setting. Several online commentators described the flash mob as “a refreshing reminder that public service can be warm and human.”
Speaking on the collaboration, Mrs. Olubunmi Kuku, Managing Director of FAAN, commended the partnership with NIHOTOUR and emphasized the importance of customer care in aviation. “Customer service is at the heart of aviation,” she said. “Today’s activation reminds our staff and citizens alike that service with a smile is the best form of national branding.”
The joint activation aligns with the Federal Ministry of Tourism’s broader agenda to improve service delivery and professionalism in the sector, in line with the Renewed Hope Vision of President Bola Ahmed Tinubu, which prioritizes innovation, youth inclusion, and excellence in governance.
Under Dr. Fagade’s leadership, NIHOTOUR has been pushing for greater professionalism within the tourism and hospitality industries through practical training, digital capacity building, and creative public engagement. The Abuja event, according to observers, signals a growing shift toward more interactive and people-focused approaches to public service.
The flash mob also served as part of a broader campaign to celebrate frontline service workers across Nigeria — from airport staff and hotel attendants to tour guides and customer care officers — who continue to represent the nation’s values of warmth, respect, and resilience.
For many passengers who witnessed the event, it was an unexpected but welcome reminder of the human face behind government institutions. “It’s not every day you see government workers dancing and smiling with travelers,” said one traveler who recorded the scene. “It made the airport feel alive.”
By the close of the day, clips from the performance had attracted thousands of views online, turning what began as a Customer Service Week celebration into a national conversation about service delivery and the evolving image of Nigerian hospitality.
Observers say the collaboration between NIHOTOUR and FAAN reflects a growing recognition that tourism and aviation — two vital sectors in the nation’s economy — must work hand in hand to project a more hospitable and service-driven Nigeria.
