Budget airline Jetstar has apologised for distressing a woman who says she was forced to carry her disabled adult sister off a flight from Melbourne to Perth.

Danae Florias, 24, said staff offered her a standard wheelchair when she asked about the whereabouts of the specially-designed wheelchair used by her 26-year-old sister Marissa, who has cerebral palsy.

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She said staff gave her a blank look when she complained the standard wheelchair was of no use, and ended up carrying her sister off the plane.

A Jetstar spokesman said the airline had spoken with Ms Florias on Thursday.

“We apologise to the family for the distress involved and we’re investigating how this occurred,” it said in a statement.

“These reports are concerning and do not reflect the normal flight experience of our disabled passengers, many of whom fly with Jetstar often.”

On Jetstar’s Facebook page, some people accused the Qantas subsidiary of having “no compassion” or “basic human decency”.

But one man jumped to the company’s defence, saying “Jetstar advertise that wheelchairs are available if booked in advance and torso restraints require 48 hours notice”.