I am not surprised by this negative reaction. Virgin Aus are clearly keeping all their costs down by any means possible. On holiday in Aus, we went from Sydney to Cairns. My bag went to Hobart. I have never been so badly treated by an airline losing my bag. (I have travelled a lot, and lost a few bags during that time). The long story is too long and awful. Terminological inexactitudes, broken promises, not answering phone calls, you name it, they got it wrong. It is very difficult being on the other side of the world from home with no baggage. Refusal of any sort of restoration of anything.
I would avoid them. The place is clearly run by the beancounters, and customers are not high in their list of priorities.