The handling of this by
Virgin Australia seems simply inept if they want to be a 'full service airline'. It is very hard to see this as anything other than denied boarding.
The experience of others in my organization is that VA is fine if everything goes well. However, as soon as something goes wrong, VAs ability to recover and handle things well is poor - indeed ineffectual. They do not seme to customer experience to manage these situations.
The VA share price continues to gently slide down - reflecting the financial market's take on the performance of VA's management in running the airline.
Colleagues in the field who I have spoken to directly tell me that the VA technical ability is good to excellent but the customer service experience seems poor. One is left wondering why they seem do so well in one area and poorly in another.