Hey I wish to put in a complaint in regards to the way your staff treated us In Melbourne's Avalon airport on the 27/04/2021. We arrived at the at 5pm for our 7:15 pm flight. The customer service desk was unmanned so not being frequent fliers we proceeded to security. We said to the guard that we didn't know what to do could he help us as we didn't have tickets only on our phone. He said that fine proceed through. We what until called to be told we cannot catch our flight and need to go book in. Back to the service desk told we have to catch a latter flight and cost another $150 which we had no choice but to pay. Bonnie was very rude insisting she was there when we walked through. But her companion proceeded to say they got there at 5:15pm. When we approached security for the second time the man was very rude saying he did not tell us that and that I was blaming him because he had brown skin. I said absolutely not as I am not raciest. He said it must've been someone else with brown skin however he admitted to being there since 1pm. I understand that the security guard that gave us the wrong information is not a Jetstar staff member but due to the way we were treat by both him and Bonnie at your service desk I believe a full refund of our return ticket is in order. It has added extra stress time and expense to our day. Bonnie has not only belittled stressed and confused flyers proceeding to frame us as "liars" and continue to do so for ten minutes or more, she was extremely rude when announcing to the airport as loud as possible that we needed to pay an extra plane fair and we agreed as we needed to get home she proceeded to belittle us as loudly as she could, the security officers could hear her and a woman security officer proceeded to calm us and apologise to us on behalf of Bonnie. Being in a customer service role she should not have been speaking this loud and abrupt to stressed customers attempting to find their way home. Regards Tracy Woodbury [protected] Sent from my iPhone