AIRASIA has issued a public apology and announced enhanced standard operating procedures (SOPs) aimed at better supporting passengers with special needs, following an incident in which a family was denied boarding during the recent Aidiladha period.
The move comes after the airline completed an internal review into the difficulties faced by the family on flight AK1776 from Singapore to Kuching on May 26.
AirAsia X Chief Safety and Quality Officer Captain Saravanan Subramaniam said the airline regrets the inconvenience caused and acknowledged the impact of the incident.
“While the decision at the time was made in line with existing safety requirements and operational procedures, it was never our intention to prevent any guest from travelling.”
“This situation has highlighted areas where we can improve, particularly in supporting guests with specific needs,” he said, adding that the revised SOPs have been submitted to the relevant authorities for approval.
Meanwhile, affected passenger Syarifah Ella Wan Wahab welcomed the airline’s response, describing the commitment to change as a meaningful step forward for inclusivity beyond her family’s case.
In a post on Threads, she confirmed that AirAsia had extended a formal apology, along with a full refund and an offer of complimentary flights as a gesture of goodwill.
“I truly appreciate the willingness shown to listen and take constructive action. Accessibility and inclusivity are not privileges — they are fundamental rights,” she said.
Syarifah Ella also highlighted a key policy improvement, noting that approved Child Restraint Devices (CRDs) are now permitted for individuals aged six months and above, including those with special needs, subject to manufacturer guidelines.
Previously, the policy was limited to children between six months and three years old, with a maximum weight of 18kg.
The revision acknowledges that passengers with disabilities may require support systems that should not be restricted by age or weight alone.
“If our experience helps ensure that other children with disabilities can travel with dignity, then it serves a far greater purpose,” she added, expressing hope that the updated SOPs will be made publicly accessible on AirAsia’s website.
The incident drew widespread attention after Syarifah Ella shared her experience online, recounting how she and her daughter, Zara, who has cerebral palsy, were asked to disembark from the aircraft.
The decision was reportedly made due to a technical issue involving approval for the use of a specialised seat brought on board to support her daughter’s condition during the flight. – June 9, 2026
