The Nigeria Civil Aviation Authority (NCAA) has given all domestic airlines operating in the country a seven-day ultimatum to comply with regulations requiring the inclusion of a mandatory special needs or assistance request feature on their ticket reservation platforms.
The directive, aimed at improving accessibility and inclusivity in air travel, was contained in a statement signed by Michael Achimugu on behalf of the Director-General of Civil Aviation.
According to the Authority, the requirement is in line with its earlier correspondence referenced NCAA/CPD/585/1/22 dated April 13, 2022, which instructed domestic airlines to conspicuously place a mandatory field, box, or column on their online ticketing platforms to enable passengers to request assistance or notify airlines of special needs prior to purchasing tickets.
The NCAA noted that the directive is further reinforced by the Nigeria Civil Aviation Regulations (Nig. CARs) 2023, Part 19.12.3.1, which mandates airlines, travel agents and tour operators to provide travellers with the opportunity to request assistance at the point of booking across all ticket sales channels, including online platforms and telephone reservations.
The regulations also require airlines to mandatorily include a designated field on ticket portals through which persons with disabilities or their assistants can request special needs assistance, as well as actively enquire whether any passenger within a booking party may require assistance at the airport or during flight operations.
In view of these provisions, the Authority directed all affected airlines to immediately integrate a mandatory special needs assistance request option into their ticket reservation systems to ensure passengers are able to request required support before completing the ticket purchase process.
The NCAA warned that airlines that fail to comply within seven days of receiving the directive may face regulatory enforcement actions in line with applicable aviation regulations.
“This requirement is further reinforced by the Nigeria Civil Aviation Regulations (Nig. CARs) 2023, Part 19.12.3.1, which mandates that during reservation, airlines, travel agents, and tour operators shall:
“Provide travellers the opportunity to request assistance at the point of booking across all ticket sales channels, including online platforms and telephone reservations;
“Mandatorily include on ticket portals a designated field or column through which persons with disabilities or their assistants may request special needs assistance while booking or purchasing flight tickets; and
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“Actively enquire whether any passenger within a booking party may require assistance at the airport and/or during flight operations,” the statement read
Reaffirming its position, the Authority said it remains committed to promoting inclusive, accessible and safe air travel for all passengers, including persons with reduced mobility and passengers with disabilities.
