"Flight booking policy"

Virgin cancelled my flight home from Perth following a medical appointment and as it was the only flight home to Port Hedland for the day with Virgin they put me on a flight for the next day.  I contacted PATS Pilbara to see if they could get me on a Qantas flight so I could get home that day, as I had no extra medication and I had to be home for the grandkids the next day to get them to school.

They advised they could not help in any way as their policy is that, as I understand it, because they booked the flight, what the airlines do after that is not their responsibility.  I was distraught but I managed to arrange for someone to look after the kids for the morning and get them off to school.  However, I was without my medication for a night.

Now whilst the staff at PATS Pilbara were compassionate and understanding, my complaint is about PATS flight booking policy. I feel it needs to change or staff need to have discretion to arrange to change flights when this sort of thing happens, especially when flights to regional areas are cancelled, which in my opinion, is happening all too frequently with Virgin at the moment.  I recall several friends of mine have been having to miss appointments in Perth as flights are being cancelled or delayed by Virgin because PATS policy is to book best fare of the day which I believe is usually Virgin which in my experience, is very unreliable from Port Hedland.