NCAA Issues Directive for Special Needs Booking Option
The Nigerian Civil Aviation Authority (NCAA) has issued a significant directive requiring all domestic airlines operating within Nigeria to implement a mandatory Special Needs or Assistance request feature on their ticket reservation platforms. This move aims to enhance support for passengers with disabilities and Persons with Reduced Mobility (PRM), who often require assistance during boarding and travel processes.
Compliance Deadline and Regulatory Backing
According to a statement released by the NCAA, airlines must allow passengers to request assistance or notify carriers of special needs before finalizing ticket purchases. The authority has set a strict seven-day compliance deadline from the receipt of the directive, warning that failure to adhere may result in regulatory enforcement under existing aviation laws. This requirement is reinforced by the Nigerian Civil Aviation Regulations (Nig. CARs) 2023, Part 19.12.3.1, which outlines the responsibilities of airlines, travel agents, and tour operators during reservation procedures.
Implementation Across Sales Channels
The NCAA emphasized that service providers must enable assistance requests at the point of booking across all sales channels, including online platforms and telephone reservations. Airlines are also mandated to include a designated field on ticket portals where individuals with disabilities or their assistants can specify support needs. Additionally, carriers must actively inquire whether any passenger within a booking group may require assistance at the airport or during flight operations, ensuring a proactive approach to inclusivity.
Background and Consumer Protection Efforts
This directive reaffirms an earlier instruction from April 13, 2022, which called for domestic airlines to clearly display a compulsory field on their online booking systems for passengers requiring special assistance. The move aligns with the NCAA's renewed focus on enforcing consumer protection and passenger rights rules, particularly concerning ticketing transparency, flight delays, cancellations, and the treatment of vulnerable travelers. Passengers with disabilities and PRMs have frequently reported difficulties in accessing assistance at Nigerian airports, often due to airlines being unaware of their needs prior to arrival.
International Standards and Broader Context
The International Civil Aviation Organisation (ICAO) and the International Air Travellers Association (IATA) advocate for airlines to identify special needs during booking to ensure safety, dignity, and efficient airport operations. This NCAA initiative is part of a broader commitment to promoting inclusive, accessible, and safe air travel for all passengers in Nigeria. It follows recent warnings from the NCAA regarding sanctions against domestic airlines for frequent flight delays and inadequate passenger care, as observed during inspections of carriers like Xejet, Rano Air, and United Nigeria Airlines in Abuja.
By integrating this special needs option, the NCAA aims to address longstanding gaps in air travel accessibility, fostering a more equitable environment for all travelers while upholding international aviation standards.
