SIA Issues Partial Refund After Disabled Student Accuses Airline of Discrimination

SINGAPORE: Singapore Airlines (SIA) has issued a partial refund to Australian student Isabella Beale after she accused the airline of discrimination. Beale, a congenital amputee without a left forearm, was asked to move from the emergency exit row seats she had paid for on two separate flights in January.

SIA’s policy restricts certain individuals—such as those needing special assistance, pregnant women, and passengers under 15—from sitting in emergency exit rows, as these passengers must be able to assist in emergencies. Beale, however, was not disputing the policy but rather the way SIA staff communicated with her.

“I understand that there might be policy around this. I’m not saying I need to sit in the emergency row, but I need to be treated like a human being,” Beale told ABC News.

Beale recounted that during her flight from Australia to England, a stewardess abruptly told her to vacate the seat in a loud and rushed tone, leaving her feeling humiliated in front of other passengers. “It was very humiliating and upsetting,” she said.

Her return flight to Australia was even worse, despite efforts to clarify seating arrangements at check-in. She described the treatment as dismissive and hurtful, feeling as though staff assumed she had intellectual disabilities because of her physical disability. “I felt like I was being vilified for my disability,” she shared.

SIA has since apologized for the distress caused, acknowledging that the seating issue should have been resolved earlier. The airline also committed to improving staff training and refunded the extra costs for the exit row seats.

Beale took to Instagram, writing: “Discrimination and vilification of people with disabilities is humiliating and unjust. We deserve to travel. We deserve to have our humanity respected.”

SIA has emphasized that it takes such allegations seriously and is investigating the matter.