The Nigerian Civil Aviation Authority has issued a seven-day ultimatum to domestic airlines, directing them to integrate a mandatory special needs assistance feature into their ticket booking platforms to improve accessibility for passengers with disabilities and those with reduced mobility.
The directive was contained in a statement released on Friday by the Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu.
According to the aviation regulator, airlines are required to ensure that passengers can request special assistance at the point of booking across all sales channels, including online portals, mobile platforms and telephone reservations.
“The Authority has restated its directive to all domestic operators to fully comply with provisions for persons with reduced mobility and passengers living with disabilities,” Achimugu said.
“This includes the incorporation of a mandatory special needs or assistance request option on all ticket reservation systems.”
The NCAA recalled that it had previously issued a similar directive to airlines in April 2022, instructing them to clearly display a dedicated section on their booking platforms where passengers could indicate any assistance requirements before purchasing tickets.
The regulator explained that the requirement is reinforced by the Nigeria Civil Aviation Regulations 2023, particularly Part 19.12.3.1, which places responsibility 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 expected to include a clearly identifiable field on ticketing portals through which passengers with disabilities or their representatives can request special assistance, while also proactively asking if any passenger within a booking group requires support.
“In line with these provisions, airlines are hereby directed to conspicuously integrate a mandatory special needs assistance request feature into their reservation systems,” the statement said.
“This must be done in a way that allows passengers to make such requests before completing the ticket purchase process.”
The NCAA warned that failure to comply with the directive within the stipulated seven-day period would attract regulatory action in accordance with applicable aviation laws.
