complete absence of customer service compassion

Jetstar staff member: You haven't purchased baggage, so that'll be $60.

I'm convinced I did purchase baggage but am unable to defend myself due to extreme grief and messed up head. I explain this, and get no sympathy at all. When I burst into tears, the staff member asks me to move aside so she can serve other customers. Then I hear her radio a supervisor.

Jetstar staff member: There's a customer here who needs something to be explained to her.

The supervisor comes, says she's trying to fix it, then says, "No, when you made the booking, you unchecked the box to purchase baggage."
I don't know why on earth I ever would have done this, as I've never ever travelled without baggage and I'm going to a wedding and have a dress etc, but I made the booking in March, so I can't remember.

My awesome friend Sarah: Have you been informed of this lady's situation?
Me: I told your colleague that my friend just died and my mental health is...
Jetstar supervisor: I'm so sorry, I wasn't informed of that.

Hope rises, and then it's crushed.

Jetstar supervisor: Baggage check-in closes in 1 minute.

Me: Can I take it as hand luggage?

Jetstar supervisor: No, it will be confiscated at the gate.

I hand over my credit card. My awesome friend Sarah is still trying to argue, but I tell her, "You can't argue with Jetstar, it's a brick wall, I've had this experience before. I don't know why I'm flying with them."

I start crying again, and then the Jetstar supervisor starts telling us not to "bag out" Jetstar.

I work in customer service and am always quick to defend a staff member, so I say, "No, not you, I'm not criticising you, it's the company, the company is a brick wall and they don't give you the power to change anything."

Jetstar staff member to crying grieving anxious customer: Don't bag out Jetstar.