NCAA asks airlines to enhance booking services

The Nigeria Civil Aviation Authority, NCAA, has directed airlines to provide mandatory special needs assistance options on their ticket reservation platforms.

‎Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu said NCAA had reiterated its directive to all domestic airlines operating in Nigeria to ensure full compliance with provisions for Persons with Reduced Mobility and passengers.

“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.

Also Read: NCAA automates pilot licensing process

According to him, the mandatory field will be through which passengers may request assistance or give advance notice of special needs prior to ticket purchase.

‎Achimugu said this requirement was further reinforced by the Nigeria Civil Aviation Regulations, Nig. CARs, 2023, Part 19.12.3.1, which mandated that during reservation, airlines, travel agents, and tour operators shall:

‎”Provide travelers 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.

‎”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 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