Family says AirAsia removed them from flight over FAA-approved seat for daughter with cerebral palsy

A family travelling from Singapore to Kuching, Malaysia, said it was asked to leave an AirAsia flight after boarding when the airline refused the use of a specialised aircraft seat used by their daughter, who has quadriplegic cerebral palsy, an incident that has prompted the carrier to review its policies on specialised child restraint devices.

The incident occurred on May 26 on AirAsia flight AK1776 from Singapore to Kuching. According to the family, they had completed check-in, cleared immigration and boarded the aircraft before being informed that the pilot had decided not to permit the use of the seat.

The seat had been approved by the United States Federal Aviation Administration (FAA), indicating that it met certain aviation safety standards.

The case drew attention online after the child's mother, Syarifah Ella Wan Wahab, published an open letter on Facebook detailing the family's experience and seeking clarification from the airline.

The post has since gained significant attention online. As of publication, Syarifah's Facebook post had received more than 3,200 reactions, 2,600 shares and 284 comments.

Many commenters expressed sympathy and support for the family. One commenter wrote: "Ya Allah, this is so heartbreaking. As someone who advocates for the rights of people with special needs, this deeply pains me to read. May Allah ease everything for you. Take care, supermommy."

Another commenter urged the family to pursue the matter further, writing: "I hope your family pursue this issue to the end. You deserve not only proper apology but also COMPENSATION! There is absolutely no reason for them to off load your family. Airlines can't simply do what they want. Enough is enough. Don't let Airlines bully passengers especially families with special needs!"

Family describes offloading after boarding

In her post, Syarifah said she, her husband, their three young children and a domestic helper had successfully completed check-in procedures at Singapore's Changi Airport before boarding the aircraft.

According to Syarifah, her daughter Zara had already been seated in the specialised seat when ground staff and cabin crew informed the family that the pilot had decided not to allow its use on board.

"The seat had already been approved by the US Federal Aviation Administration (FAA) and had been flagged during the check-in process," she wrote.

She said airline staff had been fully informed about her daughter's condition and had asked questions regarding her age, weight, medical condition and the weight of the seat before allowing the family to proceed with boarding.

"There were discussions among the staff before they eventually approved the seat and allowed us to proceed with boarding. At that point, naturally, we assumed there were no issues," she wrote.

Syarifah said her daughter had previously travelled on numerous domestic and international flights, including with AirAsia, using the same FAA-approved seat without incident. She added that her daughter had been medically cleared to fly, was accompanied by both parents and had her condition managed with appropriate support and equipment.

Questions over handling and communication

While acknowledging that the pilot held final authority over onboard safety decisions, Syarifah said she was disappointed by the way the situation was handled.

"We were not given a clear explanation regarding the safety or operational concerns behind the decision. We were only told that it was company policy." she wrote.

She said no attempt was made to discuss alternative arrangements before the family was removed from the aircraft.

"If the concern was purely about the seat, could alternative arrangements have been discussed?" she wrote, suggesting the seat could potentially have been checked into cargo while her daughter was held during take-off and landing.

"If the concern was medical, we could have been asked to provide a doctor's letter. My husband is a medical doctor and was literally seated right beside her."

Syarifah described the experience as "emotionally distressing, humiliating, and heartbreaking" for the family, including Zara and the couple's two other young children.

"As a healthcare professional myself, I understand the importance of safety protocols. However, I also believe that decisions involving children with disabilities should be approached with empathy, professionalism, clarity, and proper communication," she wrote.

Calls for clarification on disability accommodations

Syarifah said she requested to see the policy cited by airline staff but was initially told it was "not for show".

According to her account, crew members later told her that children using specialised seats must be between six months and three years old and weigh no more than 18 kilograms.

She questioned whether the policy was intended for typically developing infants and toddlers or whether it also applied to children with disabilities who require specialised seating for medical reasons.

"My daughter uses the FAA-approved seat not because she is an infant, but due to her medical and safety needs," she wrote.

"Children with disabilities should not be subjected to the same policy applied to infants, as their circumstances are different."

She also questioned whether previous flights using the same seating arrangement had been conducted contrary to airline policy or whether separate considerations existed for passengers with disabilities and special needs.

In her letter, Syarifah called for a formal explanation of the safety concerns behind the decision, clarification of AirAsia's policies regarding FAA-approved child restraint systems and passengers with disabilities, a review of communication procedures, and disability-awareness training for airline staff.

Family declined later flight option

After being escorted back to the gate, the family was informed that arrangements might be made for them to board a later flight to Kuching.

However, Syarifah said airline staff also indicated that approval would depend on the next pilot's assessment and that the family could potentially be removed again if the same concerns arose.

A correction later added to her post stated that ground staff had informed the family they would first need to seek the next pilot's agreement to accommodate the child before permitting them to board.

Syarifah said the family declined the option because they did not wish to continue travelling under such uncertainty while caring for two infants and a child with special needs.

AirAsia cites safety requirements

In a statement to Singapore-based news outlet Mothership, AirAsia said it was aware of concerns raised regarding the incident and stated that the decision had been based on safety requirements relating to the suitability of the child restraint device presented for use on board.

The airline said the family's expectations may have been influenced by previous travel experiences.

"The safety and wellbeing of our guests will always remain our highest priority," AirAsia X Chief Safety and Quality Officer Captain Saravanan Subramaniam said.

"While we empathise with the disappointment experienced by the family, the decision was made in accordance with applicable safety requirements and operating procedures at the time of travel."

AirAsia said it had contacted the passenger directly to provide clarification and assistance.

Airline reviewing procedures

The airline said it is conducting a review of its guidelines and procedures concerning specialised child restraint devices.

"For future travel, we encourage guests to present the relevant documentation and certification confirming the suitability of the child restraint device for travel, including for guests with disabilities, so our ground and inflight teams can better assess and facilitate the necessary approvals prior to departure," Saravanan said.

The review comes amid public discussion over how airlines accommodate passengers with disabilities and special medical needs while maintaining aviation safety requirements.