Here is the whole thing,
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Thanks for getting in touch with us about your flight to Moscow on xx December. I apologise for the delay in replying to you. I completely understand why you’re disappointed we couldn’t offer you our full catering service when you travelled with us. I absolutely agree we’ve let you down and I’m so sorry.

Our catering supplier had unexpected problems with the system they use to deliver our catering. Our Operations team made the decision for your flight to depart without our full catering service on board, to avoid any further delay to your journey. However, I realise how difficult this was for you, especially on such a long flight.

Our Catering Manager responsible for this route, has started an investigation to make sure this doesn’t happen again. We’re very grateful for your feedback, as it’s only through your comments we’re able to focus on areas where we need to improve.

I'm concerned to learn that you had again faced a catering issue on your return flight to London Heathrow on xx December. I'm sorry to disappoint you.

I'm sorry that you feel we've displayed misleading information on our website. I realise this is not the service what you'd expect when travelling with us. I'm sorry to let you down.