The Nigeria Civil Aviation Authority (NCAA) has directed all domestic airlines operating in the country to integrate mandatory special assistance request options into their ticket reservation platforms.
The directive was contained in a statement signed on Friday in Abuja by Mr Michael Achimugu, the Director of Public Affairs and Consumer Protection at the NCAA.
According to Achimugu, the authority has reiterated its instruction requiring airlines to fully comply with provisions for Persons with Reduced Mobility (PRM) and passengers with disabilities by ensuring that special needs assistance can be requested at the point of ticket booking.
He recalled that the NCAA had previously issued a similar directive in a letter dated April 13, 2022, instructing airlines to clearly include a mandatory field, box or column on their online booking platforms where passengers could indicate special assistance requirements before purchasing tickets.
Achimugu said the requirement was further strengthened under the Nigeria Civil Aviation Regulations (Nig. CARs) 2023, Part 19.12.3.1, which mandates airlines, travel agents and tour operators to provide passengers with the opportunity to request assistance across all ticket sales channels, including online and telephone bookings.
He explained that the regulations also require ticket portals to include a clearly designated section where persons with disabilities, or those assisting them, can request support during booking, as well as obligating airlines to actively inquire if any passenger within a booking group requires assistance at the airport or during flight operations.
According to him, passengers must be able to make such requests before completing the ticket purchase process.
Achimugu stated that airlines have been given seven days from the receipt of the directive to comply, warning that failure to do so could attract regulatory sanctions in line with existing aviation laws.
He reaffirmed the NCAA’s commitment to promoting inclusive, accessible and safe air travel for all passengers in Nigeria.