A 13-year-old who uses a wheelchair says he was left with a feeling of disappointment and shame when his flight was refused entry because the lift was damaged.
Cormac Ryan, who lives with a disability, was trying to get a medical appointment to fly to Brisbane.
His mother Rosie says she has given Jetstar plenty of notice her son would need help.
But the airport lift had been disabled to push wheelchairs onto the tarmac.
“And at this time there’s so few flights and there’s not a lot of options,” she told 7NEWS.
Cormac offered a flight of stairs to crawl down and Rosie offered to carry her 30 kg son but the airline said no.
His mother also tried to sign a contract to remove any liability to them, but the offer was rejected.
Eventually, Rosie and Cormac boarded a flight with Qantas to Brisbane and are due to return home on Thursday.
Jetstar says Sydney Airport is tracking the lift that was out of service.
However, the airport has told 7NEWS they have made the airline aware of other options to get people with mobility issues onto the tarmac.