Domestic airlines operating in Nigeria are required by the Nigerian Civil Aviation Authority (NCAA) to provide a special needs assistance request option within their ticket reservation platforms.
The regulation is intended to guarantee complete compliance with provisions for Persons with Reduced Mobility (PRM) and passengers living with impairments, according to a statement released on Friday by Michael Achimugu, the NCAA Director of Public Affairs and Consumer Protection.
The authority states that airlines must make sure that customers can ask for help at the time of booking across all ticket sales channels, including online and phone reservations.
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“Airlines are required to conspicuously integrate a mandatory special needs assistance request option into their ticket reservation systems to enable passengers indicate such requirements before completing the ticket purchase process,” Mr Achimugu said.
He noted that in April 2022, the regulator issued a similar mandate, directing airlines to include an obligatory field, box, or column on their booking platforms that would allow customers to provide advance notice of special assistance needs prior to making a ticket purchase.
Mr Achimugu said the necessity is further reinforced by the Nigeria Civil Aviation Regulations 2023, which oblige airlines, travel brokers and tour operators to offer travellers with the ability to request assistance throughout the reservation process.
According to him, the new NCAA rules also mandate that airlines and booking agents actively seek out any passengers in a booking group who could need assistance during flight operations or at the airport.
Additionally, he emphasised that airlines must make sure their ticket websites have specific request boxes that allow people with disabilities or their helpers to specify unique needs when making reservations or buying tickets.
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After receiving the directive, the impacted airlines have seven days to comply.
“Non-compliance may attract regulatory enforcement in line with applicable aviation regulations,” he warned.
He noted that the authority remains committed to promoting inclusive, accessible and safe air travel for all passengers in Nigeria.
