Slats11 is almost a 100% correct. His error was in narrowing it down to just Virgin when really it’s the entire industry which makes it their mission to piss off as many passengers as possible.
Must just be the new bully boy Aussie way of customer service, who can forget the QF CEO berating his customers for not being “match fit” because his check in/baggage handling operation was incompetent. Blame the customer and keep beating them up. North Korea has a lot to learn from Australia when it comes to the mistreating of customers.