The Nigeria Civil Aviation Authority (NCAA) has issued a seven-day ultimatum to all domestic airlines operating in the country to integrate a mandatory special needs assistance option into their ticket reservation platforms to enhance accessibility for passengers with disabilities and persons with reduced mobility.
The directive was disclosed in a statement signed on Friday by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu. According to the statement, airlines are required to allow passengers to request assistance at the point of booking across all ticket sales channels, including online platforms and telephone reservations.
Achimugu stated that the directive reinforces the Authority’s commitment to ensuring full compliance with provisions for Persons with Reduced Mobility (PRM) and passengers with disabilities. He noted that airlines must incorporate a mandatory Special Needs/Assistance request feature on their ticket reservation systems.
The NCAA recalled that a similar directive was issued in April 2022, instructing airlines to conspicuously include a designated field, box, or column on their booking platforms to enable passengers to provide advance notice of any special needs before purchasing tickets.
The requirement is further supported by the Nigeria Civil Aviation Regulations (Nig. CARs) 2023, Part 19.12.3.1, which places obligations on airlines, travel agents, and tour operators to make adequate arrangements for passengers who may require assistance during airport and in-flight operations.
Under the regulations, airlines are mandated to include a clearly identifiable section on ticket portals through which persons with disabilities or their assistants can request special needs assistance during booking or ticket purchase. Operators are also required to actively inquire whether any passenger within a booking party may need such assistance.
“In view of the foregoing, the NCAA has directed all affected airlines to conspicuously integrate a mandatory special needs assistance request option into their ticket reservation systems, ensuring that passengers can request such assistance before completing the ticket purchase process,” the statement said.
The aviation regulator warned that any airline that fails to comply with the directive within the seven-day deadline will face regulatory enforcement in accordance with applicable aviation regulations.
