Businesses that don't understand their customers often become ex-businesses.
Virgin: Been there, done that.
It sounds frustrating, but what can they do better other than answer the phone more quickly? (Which is one of my pet peeves, especially banks...) They can't book you on Qantas, and may not have know the 2000 would depart 2200. Only thing I can see is maybe pay airport hotel for catching the next days flight, I've had that a couple of times on internationals but it's a stretch on domestic.