NCAA gives airlines 7 days to include special needs features on ticket

The Nigeria Civil Aviation Authority (NCAA) has directed all domestic airlines operating in Nigeria to include a mandatory special needs/assistance request feature on their ticket reservation systems. The directive, according to the NCAA, is to ensure full compliance with provisions for Persons with Reduced Mobility (PRM) and passengers with disabilities. The agency, while stating that […]

The Nigeria Civil Aviation Authority (NCAA) has directed all domestic airlines operating in Nigeria to include a mandatory special needs/assistance request feature on their ticket reservation systems.

The directive, according to the NCAA, is to ensure full compliance with provisions for Persons with Reduced Mobility (PRM) and passengers with disabilities.

The agency, while stating that airlines are to comply within seven days of receipt of the directive, warned that non-compliance may attract regulatory enforcement in line with applicable aviation regulations.

This was contained in a statement on Friday signed by the Director of Public Affairs and Consumer Protection of the NCAA, Michael Achimugu, on behalf of the Director-General of Civil Aviation, Captain Chris Najomo.

The statement reads, “The Authority recalls its earlier correspondence with reference number, NCAA/CPD/585/1/22, dated April 13, 2022, which directed all domestic airlines to conspicuously place on their online ticket reservation platforms, a mandatory field, box or column through which passengers may request assistance or give advance notice of special needs before ticket purchase.

“This requirement is further reinforced by the Nigeria Civil Aviation Regulations (Nig CARs) 2023, part 19.12.3.1, which mandates that during reservation, airlines, travel agents and tour operators shall provide travellers 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; and actively enquire whether any passenger within a booking party may require assistance at the airport and/or during flight operations.

“In view of the foregoing, the NCAA has directed all the affected airlines to conspicuously integrate a mandatory special needs assistance request option into their ticket reservation systems, ensuring that passengers are able to request such assistance before completing the ticket purchase process.

“Airlines are required to comply within seven days of receipt of this directive. Non-compliance may attract regulatory enforcement in line with applicable aviation regulations.”