I'm taking VA252 flight from Canberra to Melbourne, and two staffs from virgin was very rude and arrogant to me. One named Mayuka, who even refused to touch my passport, and was clearly not trained well to handle my case as she went out several times asking her supervisors and asked me to wait all the time even I clearly stated my simple case (I booked a flight with an extra luggage, but that flight was cancelled and the extra luggage didn't come with the new flight). I have two checkin luggages of 23kg, and one luggage exceeded 1kg while the other was just 11kg. Mayuka rudely refused to allow checkin even I explained my situation. I then asked her to ask the supervisor. Her supervisor, Adelaide, was even more rude as she straight came and recite the luggage policy without even say hello.