NCAA orders airlines to add special needs option to booking platforms

The Nigeria Civil Aviation Authority (NCAA) has directed domestic airlines to introduce a special needs option on their ticket booking platforms for passengers with disabilities and persons with reduced mobility.

In a statement, Michael Achimugu, spokesperson of the NCAA, said the directive requires airlines to embed a compulsory special needs or assistance request feature in their reservation systems within one week.

Achimugu said the measure is designed to allow passengers request support before completing the ticket purchase process.

He said the directive is reinforced by the NCAA Regulations 2023, which outline specific obligations for airlines and ticketing agents.

“The Authority recalls its earlier correspondence with Reference No. NCAA/CPD/585/1/22 dated 13 April 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 prior to ticket purchase,” the statement said.

“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.

“Actively enquire whether any passenger within a booking party may require assistance at the airport and/or during flight operations.”

Achimugu warned that airlines which fail to comply with the directive may face regulatory sanctions in line with existing aviation rules