That is exactly what happened, they ordered a $10000 seat WITH extras and they didn't get it, simple as that really. Lets face it, first class is not worth what you pay for it, so if
anything is missing then I think people have a right to a hissy fit.
If a person buys a First Class ticket on the basis of getting a pair of PJ's and any little cheap extras, then they miss the point of First Class. Big seats that recline and become a flat bed, personalised service and being addressed by their name, eating off Bone China and having real meals, big IFE screen and lots of little electrical buttons to play with and personal space, etc, etc.
A lot of people are quick to have their jab at QANTAS, its service and the staff if things don't go their own way. A lot of people choose not to fly QANTAS. Fair enough. A lot of people choose to stay with QANTAS, despite the
PR and media, as they see the airline for what it is and what they bought a ticket for. To get to where they want to go (what's left of the routes).
In the end, you still get in an aluminium tube that has different "classes" from one end to the other, and everyone arrives at the same time, despite what price you've paid for the ticket.