When the Nigerian Civil Aviation Authority (NCAA) recently reiterated its directive mandating domestic airlines to integrate a Special Needs Assistance option into all ticket reservation platforms, it was more than a routine regulatory reminder.
It was a statement of intent that air travel in Nigeria must be accessible, dignified and inclusive for all, regardless of physical ability or mobility limitations.
Issued through a press statement signed by Mr Michael Achimugu on behalf of the Director-General of Civil Aviation, the directive reinforces airlines’ legal and moral responsibility to protect the rights of passengers with disabilities and Persons with Reduced Mobility (PRMs).
At its core, the policy recognises a simple but powerful truth: accessibility begins at the point of booking.
Accessibility Starts with Visibility
For millions of travellers worldwide, the booking stage is not just about selecting destinations and fares; it is the first test of whether the aviation system recognises and accommodates their needs.
By mandating a clearly visible Special Needs Assistance request option on all airline booking platforms – online and offline – the NCAA is addressing a long-standing gap that often leaves passengers with disabilities invisible until they arrive at the airport.
Without prior notification, airlines and airport operators are frequently caught unprepared, leading to delays, inadequate assistance, embarrassment, or in extreme cases, denial of service.
The NCAA’s insistence that special needs be identified at the reservation stage ensures that assistance is proactive rather than reactive.
According to the World Health Organization (WHO), over 1.3 billion people globally – about 16 per cent of the world’s population – live with some form of disability.
The International Civil Aviation Organization (ICAO) further estimates that PRMs account for between 5 and 10 per cent of air travellers worldwide, a figure expected to rise as population age and air travel becomes more accessible. Nigeria, with its population exceeding 220 million, is not exempt from this demographic reality.
What the Nigerian Civil Aviation Regulations Say
The NCAA’s directive is firmly anchored in law, specifically the Nigerian Civil Aviation Regulations (Nig. CARs) 2023, Part 18.12.3.
This section clearly outlines airlines’ obligations to passengers requiring assistance at every stage of the journey – reservation, check-in, boarding, and disembarkation. Under Part 18.12.3, airlines are required to:
Provide passengers with the opportunity to request special needs assistance at the time of booking across all sales channels, including websites, mobile applications, travel agents and telephone reservations.
Maintain a clearly defined portal or data field within ticketing systems for capturing requests from passengers with disabilities or their assistants.
Actively enquire, during the booking process, whether any passenger may require assistance, rather than waiting for passengers to volunteer the information.
Ensure that identified needs are communicated along the travel chain to airport operators, ground handling companies and cabin crew.
By recalling its earlier correspondence (NCAA/DP/53/72 dated 26 July 2024), the Authority acknowledged that while the regulations already exist, compliance has been uneven.
The renewed directive, coupled with a one-week compliance deadline and the threat of sanctions, signals a shift from persuasion to enforcement.
Why Advance Identification Matters
From an operational standpoint, advance identification of passengers requiring assistance is critical. It allows airlines and airports to plan staffing, equipment and procedures well ahead of time.
Wheelchairs, ambulifts, priority seating, trained personnel and discreet handling arrangements cannot be improvised at the last minute without compromising safety and dignity. From a human perspective, it preserves the dignity of travellers.
For many passengers with disabilities, having to repeatedly explain or justify their needs at crowded airports can be stressful and demeaning. A properly integrated booking option ensures that their requirements are recognised as part of standard service delivery, not an inconvenience.
The NCAA has been explicit on this point, noting that proactive planning helps to avoid delays, discomfort and discriminatory treatment – issues that have historically generated complaints and reputational damage for airlines across the world.
Alignment with ICAO Standards and Global Best Practice
Internationally, the NCAA’s stance is fully aligned with ICAO Annex 9 (Facilitation), which obliges contracting states to ensure that PRMs are able to access air transport services without discrimination.
ICAO Doc 9984 – the Manual on Access to Air Transport by Persons with Disabilities – specifically encourages states and airlines to capture assistance needs at the booking stage and ensure seamless communication across the travel chain
SOURCE: INDEPENDENT
