Virgin Australia is investigating after a teenager with cerebral palsy was unable to board his flight in Western Australia because staff could not lift his wheelchair onto the aircraft.
Sixteen-year-old Anthony, from Kimberley, was due to fly from Broome to Perth on July 22 for a medical appointment.
Instead, Anthony's carer Heather Hansen told ABC News that Virgin Australia's staff said they had not been made aware that he would need assistance to get on the flight, and that he would not be able to board.
The company's website states, due to occupational health and safety regulations, passengers who weigh more than 130kg and need to be transferred into or out of a wheelchair and an aircraft "must arrange a safety assistance or carer to assist with the lift".
Anthony is 75kg and Ms Hansen claimed she was unable to physically lift him from his chair.
Ms Hansen, 60, said: "If we got on the plane, I had to move him from the wheelchair to the seat."
The flight had been booked with West Australian Government's Patient Assisted Travel Scheme (PATS).
A spokeswoman for the WA Country Health Service told SBS News that all appropriate information was provided to the travel agency upon booking - including that Anthony would need wheelchair assistance.
"In circumstances where a patient is wheelchair bound, this is explicitly specified as is the case should a hoist be required to assist the patient in accessing their seat," a spokeswoman said.
In a statement, Virgin Australia said: "The safety and comfort of our guests is of utmost importance and we are currently investigating this matter."
It is understood that the company has offered Anthony a travel credit as a gesture of goodwill.
