The Nigeria Civil Aviation Authority (NCAA) has directed all domestic airlines operating in Nigeria to immediately integrate a mandatory special needs or assistance request option into their ticket booking systems to cater for Persons with Reduced Mobility (PRM) and passengers living with disabilities.
The directive was announced in a statement issued on behalf of the Director-General of the NCAA, Captain Chris Najomo, and signed by the Director of Public Affairs and Consumer Protection, Michael Achimugu.
According to the aviation regulator, the move is aimed at strengthening passenger rights, improving accessibility, and ensuring full compliance with existing aviation regulations governing the treatment of passengers with disabilities.
The NCAA stated that all affected airlines must conspicuously incorporate a mandatory special needs assistance request feature into their ticket reservation platforms. This feature must allow passengers to request assistance before completing the ticket purchase process, whether bookings are made online, via travel agents, or through telephone reservations.
The regulator explained that the directive is firmly grounded in the Nigeria Civil Aviation Regulations (Nig. CARs) 2023, specifically 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.“The Nigeria Civil Aviation Authority has directed all affected airlines to integrate a mandatory special needs assistance request option into their ticket reservation systems,” the statement said. “This ensures that passengers are able to request such assistance before completing the ticket purchase process.”
In addition, the NCAA mandated airlines to include a designated field or column on their ticket portals through which persons with disabilities or their representatives can clearly indicate the type of assistance required. Airlines are also required to actively enquire during the booking process whether any passenger within a booking party may need assistance at the airport or during flight operations.
The authority emphasized that the obligation covers both airport and in-flight assistance, reinforcing airlines’ responsibilities to provide dignified, safe, and non-discriminatory services to passengers with special needs.The NCAA has given airlines seven days from the date of receipt of the directive to comply fully.
Failure to comply, the regulator warned, may attract regulatory enforcement actions in line with applicable aviation laws and regulations.The directive is part of the NCAA’s broader efforts to enhance consumer protection, improve service standards, and align Nigeria’s aviation sector with international best practices on accessibility and inclusivity.
