Airlines Must Enable Special Needs Assistance Requests On Tickets — NCAA
By Stella Enenche, Abuja
The Nigeria Civil Aviation Authority (NCAA) has directed all domestic airlines operating in the country to immediately integrate a mandatory “Special Needs/Assistance” request feature into their ticket reservation platforms to improve access for Persons with Reduced Mobility (PRM) and passengers living with disabilities.
In a statement signed by Michael Achimugu on behalf of the Director-General of Civil Aviation, on Friday, the regulator said the directive is aimed at ensuring airlines comply fully with existing provisions on disability support and inclusive travel.
NCAA recalled that it had issued a similar instruction in a letter dated April 13, 2022 (Reference No. NCAA/CPD/585/1/22), directing airlines to place a visible and compulsory field on online booking portals where passengers can request assistance or notify airlines of special needs before purchasing tickets.
The authority said the directive is further backed by the Nigeria Civil Aviation Regulations (Nig. CARs) 2023, Part 19.12.3.1, which requires airlines, travel agents and tour operators to provide passengers the opportunity to request assistance at the point of booking across all sales channels, including online and telephone reservations.
The regulations also mandate ticket portals to include a designated field where persons with disabilities, or those assisting them, can request special needs support while booking, and require operators to actively ask if any passenger in a booking party needs help at the airport or during flight operations.
According to the NCAA, all affected airlines must comply within seven days of receiving the directive, warning that failure to comply may attract regulatory sanctions in line with aviation rules.
The Authority reaffirmed its commitment to ensuring air travel in Nigeria remains safe, accessible and inclusive for all passengers.
