AIRASIA X is conducting a comprehensive review of its policies and procedures regarding the use of child safety seats following an incident involving a family and their child who were denied boarding on Tuesday.
Chief Safety and Quality Officer Captain Saravanan Subramaniam said the decision made at the time of the incident was based on applicable safety requirements regarding the suitability of child safety seats carried for use on board.
According to him, the company understands that the family involved may have different expectations based on their previous travel experiences with AirAsia X, reported Berita Harian.
"The safety and well-being of passengers is always our top priority. While we understand the frustration experienced by the family involved, the decision was made in accordance with safety requirements and operating procedures in force at the time.
"AirAsia is currently reviewing its policies and procedures regarding special child safety seats to ensure clearer guidelines and more consistent implementation in the future," he told BH today.
AirAsia X contacts the family
Commenting further, he informed that his party has also contacted the passenger involved to provide further clarification and appropriate assistance.
He added that for future trips, passengers are advised to submit documents and certifications regarding the suitability of child safety seats for use in flights.
"This includes passengers with disabilities (OKU) to facilitate the evaluation and approval process before departure.
"Our ground and flight crews are trained to handle all situations professionally, attentively and in accordance with established procedures.
"Every feedback received from customers will also be used in continuous improvement efforts to ensure a more consistent and smooth travel experience for all passengers," he explained.
Earlier, Berita Harian reported that a mother expressed her disappointment after claiming that her family was ordered off the plane following an issue with the use of a special seat on the plane for her daughter, who suffers from quadriplegic cerebral palsy.
Through a Facebook post, Syarifah Ella Wan Wahab said that she, her husband, three small children and a housekeeper had completed the check-in, immigration and boarding process before being informed by the ground and cabin crew that the pilot had decided not to allow the use of the special seat.
According to Syarifah Ella, her daughter had also flown on many local and international flights before, including the company in question, using the same seat without any issues.
She also claimed that her request to see the company's policy on the issue was initially rejected.
She said that only after several requests for clarification did the crew inform her that the policy stipulates that children using special seats must be between six months and three years old and not weigh more than 18 kilograms.
She, however, questioned whether the policy was designed specifically for normal children or also applied to children with special needs who require special seats due to medical reasons. – May 29, 2026
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