I am sorry you were unhappy about the unavailability of our catering service on your flight to Glasgow. I can understand how you must felt, especially as you were disappointed with the refreshments offered on board. Please accept my apologies, as I know this is not the kind of service you expect from British Airways.

I would like to inform you that, on our domestic flights, we offer you either a hot meal or a light snack on board, depending on the time and the destination you’re flying. Complimentary drinks are available throughout the flight.

I would though like to assure you that we do listen and take account of what our customers tell us. I have now recorded the details of your complaint. A group of senior managers from across the business look at the problems our customers face, and how we can improve. Some issues are easy to fix quickly, and some may take a little more time to put right. We want to iron out the difficulties, and our chief executive expects us to make continuous improvements across all areas of our business for our customers.