Thank you for your email dated 03 September 2014. I would like to apologise for the delay in our response. I am sorry to learn about the unpleasant experience you had while travelling with us recently. I understand that your flight was disrupted by the poor behaviour of your fellow passenger. Please accept our apologies.

I realise your disappointment, as you felt the plane looked shabby on your recent flight to London Heathrow.

We know how important the aircraft’s appearance and cleanliness is to our customers. We have made improvements to our cabin environment a top priority. This has meant spending more on specialist cleaning equipment and setting up new performance-based contracts with the cleaning company we use. We have also re-examined our own processes to make sure that problems in the cabin are dealt with as quickly as possible. Everything is recorded and passed on to our Maintenance team as soon as the aircraft lands, so they can put it right.

Your comments about the seating are also appreciated. The feedback we received from you is greatly appreciated, and essential if we are to continuously improve the quality of our products. We frequently meet with our Board to share our customers’ views with them. This means your feedback is given direct to the department best placed to act on it. As a result we can improve and invest in the areas that matter most to our customers.