The Nigeria Civil Aviation Authority (NCAA) has issued a fresh directive to domestic airlines, giving them seven days to integrate mandatory special needs and assistance request features into their ticket reservation systems.
The move is aimed at strengthening protection for Persons with Reduced Mobility (PRM) and passengers with disabilities, while improving inclusivity and consumer experience across Nigeria’s aviation sector.
In a statement signed by the Director of Public Affairs and Consumer Protection, Michael Achimugu, on behalf of the Director-General of Civil Aviation, Captain Chris Najomo, the Authority warned that airlines failing to comply within the stipulated timeframe risk regulatory enforcement.
According to the NCAA, the directive reinforces earlier instructions issued in April 2022, which required airlines to clearly display a mandatory field on their booking platforms allowing passengers to request assistance or declare special needs before completing ticket purchases.
The requirement is also backed by the Nigeria Civil Aviation Regulations (Nig. CARs) 2023, Part 19.12.3.1, which mandates airlines, travel agents and tour operators to mainstream special needs provisions across all reservation channels.
Under the regulations, airlines are required to provide passengers with the opportunity to request assistance at the point of booking, whether through online platforms or telephone reservations. Booking systems must also include a clearly designated field through which persons with disabilities, or their assistants, can request special needs support. In addition, airlines are expected to actively enquire if any passenger within a booking party may require assistance at the airport or during flight operations.
The NCAA stressed that the assistance request option must be integrated into ticketing platforms in a way that allows passengers to make such requests before finalising payment, rather than as an afterthought.
“Airlines are required to comply within seven days of receipt of this directive,” the statement said. “Non-compliance may attract regulatory enforcement in line with applicable aviation regulations.”
The Authority reaffirmed its commitment to ensuring inclusive, accessible and safe air travel for all passengers, noting that effective implementation of these measures would significantly improve travel experiences for passengers with disabilities and reduced mobility across Nigeria’s air transport system.
