The Nigeria Civil Aviation Authority (NCAA) has instructed all domestic airlines to immediately improve accessibility on their ticket booking platforms by providing mandatory options for passengers who require special assistance.
The directive was disclosed in a statement issued on Friday in Abuja by the NCAA’s Director of Public Affairs and Consumer Protection, Mr Michael Achimugu.
According to the aviation regulator, airlines must ensure full compliance with provisions designed to support Persons with Reduced Mobility (PRM) and passengers living with disabilities by integrating a clearly visible special assistance request feature into their reservation systems.
Also to provide for people with disabilities by incorporating a mandatory special needs or assistance request feature on their ticket reservation systems.
“The Authority recalls its earlier correspondence with Reference No. 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,” he said.
He noted that the requirement is also backed by the Nigeria Civil Aviation Regulations (Nig. CARs) 2023, Part 19.12.3.1, which obligates airlines, travel agents and tour operators to allow passengers to request assistance at the point of booking across all sales channels, including online 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.
”Also, actively enquire whether any passenger within a booking party may require assistance at the airport and/or during flight operations,” he said.
The director said that passengers ought to be able to request such assistance before completing the ticket purchase process in view of the foregoing.
”Airlines are required to comply within seven (7) days of receipt of this directive. Non-compliance may attract regulatory enforcement in line with applicable aviation regulations.
“The NCAA remains committed to ensuring inclusive, accessible, and safe air travel for all passengers,” he said. (NAN)
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