The Nigeria Civil Aviation Authority (NCAA) has drawn a clear line in the sand, instructing airlines to build mandatory accessibility options into their ticket booking platforms to better serve passengers with special needs.
The directive was disclosed in a statement issued Friday in Abuja and signed by the NCAA’s Director of Public Affairs and Consumer Protection, Mr Michael Achimugu. According to him, the aviation regulator has once again reminded all domestic airlines operating in Nigeria to fully comply with requirements for Persons with Reduced Mobility (PRM) and other passengers who may need assistance.
“Also to provide for people with disabilities by incorporating a mandatory special needs or assistance request feature on their ticket reservation systems.”
Achimugu recalled that the Authority had earlier communicated this requirement in a letter dated April 13, 2022, directing airlines to boldly display a compulsory field, box, or column on their online booking platforms. This feature, he explained, is meant to allow passengers request assistance or notify airlines of special needs before purchasing tickets.
He further noted that the obligation is no longer a suggestion but a rule cast in stone under the Nigeria Civil Aviation Regulations (Nig. CARs) 2023, Part 19.12.3.1. The regulation mandates airlines, travel agents, and tour operators to:
”Provide travelers 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.
”Also, actively enquire whether any passenger within a booking party may require assistance at the airport and/or during flight operations,” he said.
Achimugu stressed that passengers must be able to make such requests before completing the ticket purchase process, describing it as a critical step toward inclusive air travel.
”Airlines are required to comply within seven (7) days of receipt of this directive. Non-compliance may attract regulatory enforcement in line with applicable aviation regulations.
“The NCAA remains committed to ensuring inclusive, accessible, and safe air travel for all passengers,” he said.
