NCAA Gives Airlines One-Week Deadline to Embed Special Needs Assistance Feature on Ticketing Systems
The Nigerian Civil Aviation Authority (NCAA) has directed all domestic airlines operating in the country to immediately integrate mandatory Special Needs Assistance request options into their ticket reservation platforms, as part of renewed efforts to strengthen inclusivity and protect the rights of passengers with disabilities and Persons with Reduced Mobility (PRMs).
The directive, issued through a press statement signed by Mr Michael Achimugu on behalf of the Director-General of Civil Aviation, underscores the regulator’s resolve to ensure that passengers requiring assistance are adequately identified and catered for from the point of ticket purchase through to boarding and arrival.
According to the NCAA, the instruction reinforces an earlier correspondence referenced NCAA/DP/53/72 dated 26 July 2024, in which domestic airlines were advised to continuously review and upgrade their systems and procedures to ensure full compliance with existing regulations on the handling of passengers with special needs.
The Authority noted that proper identification and documentation of such passengers at the booking stage is critical to guaranteeing priority service and appropriate support throughout their travel journey.
The NCAA emphasised that the directive is firmly rooted in the Nigerian Civil Aviation Regulations (Nig. CARs) 2023, specifically Part 18.12.3, which places clear obligations on airlines to cater for passengers with disabilities during reservation, check-in, and boarding processes.
The regulations require airlines to provide passengers with the opportunity to request assistance at the point of booking across all ticket sales channels, including online platforms and telephone reservation systems.
They also mandate the inclusion of a dedicated field or portal through which persons with disabilities, or their assistants, can request special needs assistance when purchasing tickets.
In addition, airlines are required to actively enquire at the time of booking whether any passenger may require assistance, rather than leaving such disclosures to chance.
The NCAA stressed that this proactive approach is essential to eliminating barriers to air travel and preventing situations where passengers with special needs are overlooked or inadequately supported.
In view of these requirements, the Authority has instructed all affected airlines to conspicuously integrate a mandatory special needs assistance request option into their ticket reservation systems, ensuring that passengers are unable to complete the ticket purchase process without being given the opportunity to indicate any assistance requirements.
Airlines have been given a one-week deadline to comply with the directive, failing which the NCAA warned that regulatory enforcement actions would be taken in accordance with applicable aviation laws and regulations.
Reaffirming its commitment to global best practices, the NCAA stated that the directive forms part of its broader mandate to promote inclusive, accessible, and safe air travel for all passengers, regardless of physical ability, and to ensure that Nigeria’s aviation sector aligns with international standards on passenger rights and accessibility.
