The Nigerian Civil Aviation Authority (NCAA) has again reminded domestic airlines of their obligation to make air travel more accessible by mandating the inclusion of a Special Needs Assistance request option on all ticket reservation platforms used for flight bookings in Nigeria.
In a directive issued through a press statement, the Authority stressed that the measure is designed to protect the rights of passengers with disabilities and Persons with Reduced Mobility (PRMs), ensuring that their needs are properly captured at the point of ticket purchase and addressed throughout the travel chain.
The statement was signed by Director Public Affairs and Consumer Protection NCAA Michael Achimugu for the Director-General of Civil Aviation.
The NCAA recalled an earlier correspondence referenced NCAA/DP/53/72 dated 26 July 2024, in which domestic airlines were instructed to continually review and upgrade their systems and procedures to achieve full compliance with existing regulations on special needs assistance.
According to the regulator, the renewed directive became necessary to reinforce compliance and eliminate gaps that still exist in some airline booking systems.
The Authority explained that the requirement is firmly backed by the Nigerian Civil Aviation Regulations (Nig. CARs) 2023, particularly Part 18.12.3, which outlines airlines’ responsibilities towards passengers requiring assistance during reservation, check-in and boarding.
The regulations require airlines to give travellers the opportunity to request assistance at the time of booking across all sales channels, including online booking platforms and telephone reservation systems.
Furthermore, airlines are mandated to provide a clearly defined portal or field within their ticketing systems through which passengers with disabilities, or their assistants, can formally request special needs assistance when booking flights.
Airlines are also required to actively enquire, at the booking stage, whether any passenger may require assistance, in line with Part 18.12.3(c) of the regulations.
The NCAA emphasised that advance identification of passengers requiring assistance is critical to effective service delivery, noting that it allows airlines and airport service providers to plan ahead and make adequate arrangements, thereby avoiding delays, discomfort or discrimination against such passengers.
As part of enforcement measures, the Authority has given all affected airlines a one-week deadline to conspicuously integrate the mandatory Special Needs Assistance request option into their ticket reservation platforms. It warned that airlines that fail to comply within the stipulated timeframe risk regulatory sanctions in accordance with applicable aviation laws.
Reaffirming its commitment to inclusive and safe air transport, the NCAA said it would continue to enforce policies that promote accessibility and dignity for all passengers, while ensuring that Nigeria’s aviation sector aligns with international standards and best practices on the handling of persons with disabilities and reduced mobility.
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