SIA must be more flexible to support people with special needs

Singapore Airlines planes at Changi Airport Terminal 3, on May 14, 2018.
Singapore Airlines planes at Changi Airport Terminal 3, on May 14, 2018.ST PHOTO: LIM YAOHUI

As a renowned airline, Singapore Airlines (SIA) should understand its varied customer profiles, especially those with special needs.

Wheelchair users have different levels of disability. My sister has limited walking ability and requires my assistance to move from the wheelchair to the seat.

To do so, we always make an early request for a bassinet-row seat but SIA would invariably tell us that such seats are meant for parents with babies.

Even when we are willing to upgrade and pay for bassinet-row seats, SIA still insists that it is its protocol that such seats are only for parents with small children.

We have to go through the same process of requesting a seat, followed by the frustrating reply that this is subject to approval by the seat controller.

Most of the time, we have to be at the check-in counter three hours before the flight to rectify seating issues.

I hope SIA will review this policy and be more flexible to cater to passengers with special needs.

Ratnasari Yawieriin (Ms)