The Nigeria Civil Aviation Authority (NCAA) has issued a seven-day ultimatum to all domestic airlines to integrate a mandatory special needs assistance option into their ticket reservation platforms, in a move aimed at improving accessibility for passengers with disabilities and persons with reduced mobility.
The directive was contained in a statement signed on Friday by the Director of Public Affairs and Consumer Protection at the NCAA, Mr Michael Achimugu.
According to the regulator, airlines are required to ensure that passengers are able to request special assistance at the point of booking across all sales channels, including online platforms and telephone reservations.
“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 statement read.
The authority recalled that a similar directive had been issued in April 2022, requiring airlines to “conspicuously place a designated field, box, or column on their booking platforms” to allow passengers notify operators of any special needs before purchasing tickets.
The NCAA noted that the requirement is reinforced by the Nigeria Civil Aviation Regulations 2023, specifically 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.
Under the regulations, operators are mandated to include a clearly identifiable section on their ticket portals through which persons with disabilities or their assistants can request special needs assistance during the booking process. Airlines are also required to proactively inquire whether any passenger within a booking party may require 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 are able to request such assistance before completing the ticket purchase process,” the statement added.
The aviation regulator warned that failure by any airline to comply with the directive within the stipulated seven-day period would attract regulatory enforcement actions in line with applicable aviation laws and regulations.
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