Jetstar's treatment of disabled passengers is again under scrutiny, after a blind Victorian couple claimed they were not allowed to take their guide dog on a flight.

The man and his wife, who are both blind, were told at check-in that they could not take their guide dog on board, despite having travelled with the dog on Jetstar in the past.

The couple claims Jetstar staff were unsure about the airline's policy towards guide dogs, and they have complained to the Human Rights Commission.

Jetstar spokesman Simon Westaway says a mistake was made in the reservations centre and the airline has apologised to the couple.

"There's been a clear oversight, we unreservedly apologise, and we'll naturally be looking to ensure that any of the support people or systems or those throughout our organisation are completely across the policy which has been in place for the past six years," he said.

The incident comes after Jetstar was last week forced to apologise to Paralympian Kurt Fearnley, after forcing him to surrender his wheelchair at check-in.

Mr Westaway says the two incidents are unrelated and not a reflection of the airline's policies towards disabled passengers.

"We've got a great record on this regard," he said.

"We're carrying 25,000 people a day, 13 million plus customer movements a year. We're an organisation which is also a learning organisation. If there's ways that we should be dealing with matters differently, we're open," he said.

The Parliamentary Secretary for Disabilities, Bill Shorten, says he has been disappointed by the latest claims against Jetstar.

He says the airline clearly has some questions to answer.

"Jetstar tells me that these are two isolated incidents, but I think other people will say they've had two strikes in two weeks," he said.

"I think it is worth myself, being the Government spokesperson, and the Human Rights Commissioner meeting with the leader of Jetstar to identify how things can improve. I think it's embarrassing."