The Nigeria Civil Aviation Authority has given a seven-day ultimatum to all domestic airlines to integrate a mandatory special needs assistance option on their ticket reservation platforms to improve access for passengers with disabilities and persons with reduced mobility.
The directive was contained in a statement signed by the Director of Public Affairs and Consumer Protection, NCAA, Michael Achimugu, on Friday.
According to Achimugu, the directive requires airlines to provide passengers with the opportunity to request assistance at the point of booking across all ticket sales channels, including online platforms and telephone reservations.
The statement reads partly, “The Nigeria Civil Aviation Authority has reiterated its directive to all domestic airlines operating in Nigeria to ensure full compliance with provisions for Persons with Reduced Mobility and passengers with disabilities by incorporating a mandatory Special Needs/Assistance request feature on their ticket reservation systems.”
The NCAA recalled that a similar directive was issued to airlines in April 2022, mandating operators to “conspicuously place a designated field, box, or column on their booking platforms” to allow passengers to give advance notice of special needs before purchasing tickets.
According to the regulator, the requirement is further reinforced 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 provisions for passengers who may require assistance during airport and in-flight operations.
The regulations mandate airlines to include a clearly identifiable section on ticket portals through which persons with disabilities or their assistants may request special needs assistance while booking or purchasing flight tickets, while also requiring operators to actively enquire if any passenger within a booking party may require 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 are able to request such assistance before completing the ticket purchase process,” the authority said.
The aviation regulator, however, warned that failure to adhere to the instruction within the seven-day window would attract regulatory enforcement in line with applicable aviation regulations.
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