The Nigerian Civil Aviation Authority (NCAA) has issued a seven-day ultimatum to domestic airlines to integrate a mandatory special needs assistance option into their ticket reservation platforms to improve access for passengers with disabilities and persons with reduced mobility.
Yhe directive was announced in a statement signed on Friday by the Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu.
According to Achimugu, 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.
“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.
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The NCAA recalled that a similar directive was issued in April 2022, mandating airlines to “conspicuously place a designated field, box or column on their booking platforms” to enable passengers provide advance notice of special needs before purchasing tickets.
The regulator said the requirement is reinforced by the Nigeria Civil Aviation Regulations 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.
Under the regulations, airlines are required to include a clearly identifiable section on ticket portals through which persons with disabilities or their assistants can request special needs assistance while booking flights.
Operators must also actively enquire if any passenger within a booking party requires such support.
“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 NCAA warned that airlines that fail to comply within the seven-day window would face regulatory enforcement in line with applicable aviation regulations.
