I've just stumbled into this thread and I wonder why all the angst?
Surely the OP has a genuine gripe (x2). I personally think compensation is an awfully high expectation but wasn't that the question......should an apology be good enough or is compensation warranted? I'd say stick with the apology, because any action for compensation will likely just end in more aggravation.
I also agree that losing ones temper is counterproductive but I also agree that sometimes the idiot on the other end of the phone (or across the counter) sorely tests ones resolve to remain civil. I recently said on a VA thread that I wished more random monitoring of the GCC phone calls would happen as that would have a threefold benefit to both the airline and customer, 1) to encourage the GCC staff to pay a bit more attention to their advice, attitude and service; 2) to identify the GCC staff who simply shouldn't be in that job because they don't have the aptitude/attitude for it; and 3) to identify those that really do an exceptionally good job and provide some reward for the effort.
As for the claim of booking JQ through QF being well known that it is nothing short of asking for trouble.......I must confess, I didn't know that! I do now however, but the point is that if I didn't know (and I am a frequent flyer of AU domestic airlines and a frequent peruser of AFF) then I'd say there are a great many people who don't realise it either! I also don't find it unusual that a person has airline difficulties twice in 2 years, hang I've had airline difficulties twice in two flights, which were two weeks apart!