A family travelling from Singapore to Kuching has spoken out after they were asked to leave an AirAsia flight despite having already boarded the aircraft with their daughter, who has quadriplegic cerebral palsy.
The incident has sparked discussion online about how airlines accommodate passengers with disabilities, particularly children who rely on specialised medical or safety equipment during flights.
According to the family, they had successfully checked in at Singapore Changi Airport, cleared immigration procedures and boarded the aircraft before being informed that a specialised restraint seat used by their daughter would not be allowed on board.
The seat in question was reportedly approved by the United States Federal Aviation Administration (FAA), indicating that it meets recognised aviation safety standards.
Daughter Had Travelled With Same Seat On Previous Flights
The child’s mother, Syarifah Ella Wan Wahab, detailed the experience in a social media post, explaining that the family was travelling on AirAsia flight AK1776 from Singapore to Kuching on May 26.
She said her daughter, Zara, who has quadriplegic cerebral palsy, had already been secured in the specialised seat when airline personnel approached the family.
According to Syarifah, ground staff and cabin crew informed them that the pilot had decided not to permit the seat’s use during the flight.
The family said they had declared the seat during check-in and answered multiple questions regarding the child’s condition, age, weight and the specifications of the device before being allowed to proceed through the boarding process.
Syarifah noted that Zara had previously travelled on numerous domestic and international flights, including AirAsia services, using the same restraint system without encountering any issues.
Family Questions Airline’s Handling Of Situation
While acknowledging that the pilot ultimately has authority over safety matters, Syarifah expressed disappointment with how the matter was handled.
She said the family was repeatedly told that the decision was based on airline policy but claimed they were not provided with a detailed explanation regarding the specific safety concerns linked to the seat.
The mother also questioned whether existing airline policies adequately address the needs of passengers with disabilities, particularly children who require specialised seating arrangements rather than standard child restraint systems.
In addition, she called for stronger disability-awareness training for airline staff and urged airlines to establish clearer procedures for handling similar situations in the future.
The incident has since attracted significant attention online, with many social media users debating whether clearer communication should have taken place before the family boarded the aircraft.
AirAsia Reviewing Policies Following Incident
In response to media enquiries, AirAsia stated that it was aware of the concerns raised by the family and emphasised that the decision was made based on existing safety requirements.
The airline said the issue centred on the suitability of the child restraint device presented for use during the flight and that operational procedures at the time guided the decision.
AirAsia also acknowledged that the family’s previous travel experiences may have led to different expectations regarding the use of the seat.
Captain Saravanan Subramaniam, AirAsia X’s chief safety and quality officer, said passenger safety remains the airline’s top priority and that decisions are made according to applicable safety regulations.
The airline further revealed that it is reviewing its policies and procedures concerning specialised child restraint devices.
AirAsia has since contacted the family directly to provide clarification and assistance. It also encouraged passengers travelling with specialised seating devices, particularly those with disabilities or medical conditions, to submit relevant documentation and certification before departure so that approvals can be assessed in advance.
The review could potentially lead to clearer guidelines for both airline staff and passengers requiring specialised equipment, helping to prevent similar situations from occurring in the future.