A Malaysian family has raised concerns over their removal from an AirAsia flight from Singapore to Kuching after boarding, claiming the decision was linked to a disagreement over an FAA-approved special aircraft seat used for their disabled child.
In an open letter shared publicly, the mother said her family had already completed check-in, immigration clearance and boarding procedures for flight AK1776 on 26 May 2026 before being instructed to disembark.
She alleged that the Pilot in Command later decided not to allow the use of the special seat for her daughter, who has quadriplegic cerebral palsy, resulting in the entire family being offloaded after they had already taken their seats.
The mother said the situation came as a shock as the same seating arrangement had previously been accepted on other flights, including earlier AirAsia services, without any issues being raised.
She also questioned the handling of the matter, stating that no detailed explanation was given at the time beyond a reference to company policy, and said there was no attempt to explore alternative arrangements before the decision was made.
According to her account, she was later informed that the seat usage policy applied only to children aged between six months and three years weighing under 18kg, raising concerns about how it applies to children with disabilities who rely on specialised equipment for travel.
The family further claimed they were offered a seat on a later flight but declined due to uncertainty over whether the same decision would be made again.
They have since called for clarification on AirAsia’s policies regarding special needs passengers, as well as improved communication protocols and disability awareness training for staff handling similar cases.
The airline has not issued a public response at the time of writing.
