Jetstar passenger Elise Webber claims she was forced to carry her disabled son Bobby up stairs plane

Elise Webber was travelling home to Sydney from Brisbane via a Jetstar flight when staff members allegedly refused to accommodate Bobby’s disability

A mother has slammed an airline after she was forced to carry her four-year-old quadriplegic son up a flight of stairs onto the plane without any assistance.

Elise Webber was travelling home to Sydney from Brisbane via a Jetstar flight on Saturday night when staff members allegedly refused to accommodate Bobby’s disability.

The mother claimed she had no choice but to carry her boy – who weighs 17kg – up the flight of stairs after his wheelchair was taken away to be ‘loaded in a cargo’.

And to make things worse, Mrs Webber claimed not only did she have her son in her arms, but she needed to lug a torso restraint, a carry-on bag and an iPad.

A Jetstar spokesperson told Daily Mail Australia the company is reaching out to Mrs Webber to apologise about the experience she had after travelling with the airline.

‘We’re very sorry to hear about Mrs Webber’s experience and have reached out to her directly to offer our sincere apologise and to also provide her with a full refund as a gesture of goodwill,’ the Jetstar spokesperson said.

‘We are investigating what happened and have reminded our airport teams of the correct procedures when supporting customers requiring special assistance.’

The mother claimed she had no choice but to carry her son - who weighs 17kg - up the stairs after his wheelchair was taken away to be 'loaded in a cargo' (picture of Bobby by the plane)

The mother claimed she had no choice but to carry her son – who weighs 17kg – up the stairs after his wheelchair was taken away to be ‘loaded in a cargo’ (picture of Bobby by the plane)

Speaking to Daily Mail Australia, Mrs Webber said she appreciated the ‘kind gesture’ but she wanted to hear Jetstar’s version of events.

‘I’m waiting on a return phone call from a representative as unfortunately they couldn’t give me a phone number to return their call,’ she said.

‘I appreciate their kind gesture of the refund however I look forward to hearing from them about how going forward their service in relation to customers with different abilities can be improved.

‘I’m interested to know their procedures as there seemed to be no continuity when it came to passenger transfers to and from the gate when checking in.’

Prior to arriving at Brisbane Airport, the mother claimed she called the airline to inform them about her son’s disability, needs and his wheelchair size.

‘I contacted Jetstar to book the flights and informed them of all of Bobby’s needs and his wheelchair’s weight, length, height and that it is a fixed structure that can’t be folded down,’ she explained on Bobby the Brave Facebook page.

‘On the way to Queensland, they were fantastic and what upset me most is that there is no consistency in procedures when assisting impaired passengers.

‘I would love to hear Jetstar’s version of events and how they could have improved their service to assist me in a safe environment for my son.

‘I actually look forward to a positive resolve for both of us.’

The mother claimed she was forced to carry her quadriplegic son up a flight of stairs of the plane without any assistance (pictured at the airport with all their carry-on belongings)

The mother claimed she was forced to carry her quadriplegic son up a flight of stairs of the plane without any assistance (pictured at the airport with all their carry-on belongings)

The story of Bobby Webber

Bobby Webber was just seven months old when he was left a quadriplegic after he suffered horrific abuse at the hands of his uncle over a four-hour period at a Central Coast home in NSW in September 2014.

Andrew Nolan was babysitting the couple’s baby when they were on their honeymoon on the Gold Coast.

His devastated parents rushed to the hospital where doctors told them to turn off the life support because he would never recover from the severe injuries.

He endured multiple skull fractures from blunt force trauma, blood pooling in his eye from being shaken so violently, fractured vertebrae, bruised genitalia and bite marks on his body.

But against all odds, Bobby managed to keep breathing and has since made a remarkable recovery more than three years on.

Nolan has been sentenced to at least 11 and a half years behind bars.

Following the flight, the heartbroken mother spoke out her ‘harrowing ordeal’ after she was left in tears.

‘I was extremely anxious for our flight home. I just had a feeling that it was not going to be as seamless as it was on the way to Queensland,’ she said.

‘I arrived at the airport to check in, allowing two hours before my flight so that should any issues arise there is plenty of time for them to be corrected – I am very glad I decided to do that…

‘I go up to the counter to check us in and after about half an hour back and forth, we get told “Bobby’s chair is too heavy to take to the tarmac and needs to be loaded in cargo”. Okay that’s fine but what do we do now…’

Ms Webber claims she was then told by a staff member: ‘Can you carry him to the gate and up the stairs to the plane?’

‘To which I respond absolutely not. He is far too heavy and it is extremely dangerous not only for Bobby but for me as well,’ she claimed.

‘Oh and did I mention I was also carrying their torso restraint in my arms that they told me they barely knew how to use because they “don’t have to very often” as well as my carry on luggage.

‘Suddenly Bobby’s chair was taken and here I am with Bobby in my arms, a torso restraint that should have been on the plane, my carry on bag and Bobby’s iPad.

‘I don’t know what was worse – me looking around desperately for a knight in shining armour to save me from my harrowing ordeal or the Jetstar staff member who asked me if I have any other kids and if there is anything “wrong” with her too.’

As tears filled her eyes, the desperate mother then asked a staff member how she was going to carry everything, including her son, on her own.

‘He bought over a wheelchair which was just as big an insult as the sibling question. A tiny chair with no support whatsoever. I stated once more “Bobby’s a quadriplegic he can’t sit unaided”,’ she claimed.

‘I was then offered, by chance a stroller that by sheer dumb luck, had been left just near the baggage claim. The staff member himself told me that these were never usually around and how lucky we were.

‘Lucky is DEFINITELY NOT the word I would use.’ 

The little boy was left a quadriplegic after he suffered horrific abuse at just seven months old

She strapped her son to the stroller, only to be told she needed to take him back out and put all their belongings on the conveyor belt.

‘I strapped Bobby in and we were nearly there… so close to boarding the plane, relief that Bobby’s Dad will be meeting us on the other side,’ she said.

‘I reach security and boom what do you know… once again I am asked to do the near bloody impossible.

‘Take Bobby out of the stroller, put all of our stuff on the conveyor belt including the stroller, all the while holding 17kg Bobby in my arms.

‘By this time I was barely holding back the tears. Jetstar and Queensland airport you’ve nearly broken me but not quite yet… let me give you another chance shall I?’

When the family arrived in Sydney, the mother claims there were no chairs to assist or anyone to offer any help with carrying their things.

‘We board the plane via a back door sort of situation and a lift… we get sat down and enjoy our flight… we arrive in Sydney and that’s it… NO CHAIR to assist, no one even offering to help with our carry on,’ she claimed.

‘To say I was heartbroken, embarrassed by the numerous comments made towards Bobby (he is asleep)… No guys he is a quad and this stupid stroller can’t help him hold his head up and the sheer stress it caused for myself and Bobby has made me rethink travelling ever again.

‘If this is the way a person with a disability is going to he treated not just by an airline but also an airport, there needs to be a serious investigation as to why there are no procedures in place that can eliminate everything that happened to Bobby and I.

‘I just don’t understand how on the way there it was seamless and Bobby was treated with such respect and on the way home the complete opposite.

‘The lack of empathy from some staff is human error but Jetstar need to take a long hard look at how their treatment causes anguish and upset to the already vulnerable.’ 



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