NCAA special needs directive requires domestic airlines to add mandatory assistance option on ticket platforms within seven days

The Nigeria Civil Aviation Authority (NCAA) has issued a seven-day ultimatum to all domestic airlines to incorporate a mandatory special needs assistance option on their ticket reservation platforms, the regulator confirmed on Friday.

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The move aims to improve access for passengers with disabilities and persons with reduced mobility.

The directive, outlined in a statement signed by Michael Achimugu, Director of Public Affairs and Consumer Protection at NCAA, requires airlines to provide passengers the opportunity to request assistance at the point of booking across all sales channels, including online platforms and telephone reservations.

“The Nigeria Civil Aviation Authority has reiterated its directive to all domestic airlines operating in Nigeria to ensure full compliance with provisions for Persons with Reduced Mobility and passengers with disabilities by incorporating a mandatory Special Needs/Assistance request feature on their ticket reservation systems,” the statement reads.

The NCAA noted that a similar directive was issued in April 2022, mandating operators to place a clearly identifiable field on booking platforms for passengers to notify airlines of special needs in advance.

The requirement is further reinforced under the Nigeria Civil Aviation Regulations (Nig. CARs) 2023, Part 19.12.3.1, which obliges airlines, travel agents, and tour operators to provide adequate assistance for passengers requiring support during airport and in-flight operations.

Airlines are now required not only to add a designated section for special needs requests on their ticket portals but also to actively inquire if any passenger in a booking party may require assistance.

Failure to comply within the seven-day window will trigger regulatory enforcement under existing aviation laws, the authority warned.

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The NCAA’s directive reflects ongoing efforts to make air travel more inclusive and accessible, ensuring passengers with disabilities can plan and book flights with confidence.