check-in closure during check-in procedure

Hi,

words fail me, however i will try to explain what happened. today we arrived on time at the airport. during check-in we found out that we have problems with our coming back visa to australia so we had to rebook a virgin flight (customer service there was very friendly and helpful). we knew that check-in will close at 11:15 so my friend was going back to jet-star to make sure we can catch the flight. I was waiting for the print-out at virgin and then running "for my life" to the check-in. i arrived at 11:17 and although my boyfriend was already talking with the check-in lady she suddenly sad: the flight is closed!! although jetstar knew that we had problems with the visa, they were not willing to put us on the flight. we/i was only two minutes late (this happened because the printer was not working). i thought this is a joke - no not at all the rebooking cost us $200 + extra night in melbourne. a real nightmare for travellers.... and the worst customer service ever!!