Student with Disability, 23, Accuses SIA of Discrimination; Airline Apologizes for “Distress and Embarrassment”

A 23-year-old student, Isabella Beale, has accused Singapore Airlines (SIA) of discrimination due to her being a congenital amputee. Beale, who was born without a left forearm, recounted two separate incidents that occurred while she was traveling with her family to and from Europe in January 2023.

During her outbound flight, Beale was seated in the emergency exit row. SIA’s policy prohibits certain passengers, including those who require “special assistance,” from occupying these seats. Although Beale did not need any assistance, she was told by a staff member to vacate her seat.

Beale said the situation became humiliating when a flight attendant loudly asked her to “get out of that seat now,” causing discomfort as other passengers watched. She switched seats with her partner but was still asked to sit in a different row, leaving her feeling embarrassed.

The return flight to Australia proved even more distressing. Despite confirming at check-in that she could sit in the emergency exit row, she was once again asked to move. Beale shared that she felt belittled when the cabin crew communicated with her partner and his mother instead of addressing her directly.

During the interaction, more staff boarded the plane, and the manager pointed at her missing limb, stating, “Well, the problem’s obvious,” repeatedly in front of other passengers. Beale described the situation as deeply upsetting, saying she felt vilified for her disability.

In response to queries, SIA apologized for the “distress or embarrassment” caused by the incident. The airline acknowledged that Beale did not meet the safety requirements for sitting in the emergency exit row and explained that the decision could have been communicated earlier during check-in. SIA expressed regret that this did not happen and assured that its crew’s rushed interaction was due to the time constraints of preparing the aircraft for departure.

SIA has since reviewed its internal processes to improve communication and has provided additional customer service training to the staff involved. The airline also refunded the extra cost of the emergency exit row seats to Beale’s family.

SIA emphasized its commitment to taking discrimination allegations seriously and not tolerating any form of harassment.