Rigid Policies Lead to Angered Customers

Actual feedback left for Jetstar on their webform (names and specifics have been omitted)
Due to the lengthy delay of an international flight from Argentina, my brother, will be unable to link with his Jetstar flight. Due to your rigid policy application, we have been unable to change his flight, despite we were told by a CS agent that the change could be made for $50.00 either by logging into the Jetstar website or even at the airport upon his arrival. We have since been informed that any chnages must be made within 24 hours. Since we are now unable to do so and my brother will not arrive in Australia on time to make that flight, the booking will lapse and he will have lost $115.50. Since the flight delay is out of his control, I would think that a little flexibility with the policy would be in the best interest of Jetstar. I have experienced bad customer service from Jetstar in the past and you have already lost me and my entire family as customers. After this experience I may join the hundreds of disgruntled customers who are already espousing the detriment of flying with Jetstar on dontflyjetstar.com. I mean really, how bad do your company's service and policies have to be to get an entire website devoted to poor experiences! The worst part is that I know I will not receive a response to this feedback in time for anything to be done about the original issue, which at the time of writing, could still be resolved, if someone within the organisation that had the authority to do so, were willing to. And that's the big question mark??

Domestic
Australia-Sydney
Australia-Gold Coast