Thanks for your comments about our catering service. Please accept my apologies for this late reply. I completely understand why you, and specially your girlfriend, are annoyed you found only fruits in her vegetarian meal. We know how important it is for us to offer our customers the correct meals and I’m so sorry about what happened. I absolutely agree we’ve let you down.

We choose our catering partners carefully and we set very high standards for food preparation. Our suppliers must have strict processes in place when preparing all meals. We have our own Technical Standards for Food Safety and we continue to run our own Quality Programme. Our catering facilities are expected to meet these standards and we’re audited frequently by an independent accredited globally recognised audit organisation. Once any food is on board our aircraft, we also have strict rules for the storage and preparation of food.

From what you’ve told us, our catering suppliers have failed on this occasion and I’ve made sure they’re aware of what happened. Their future performance will be monitored and we’re very grateful you took the time to contact us. It’s only through receiving your comments we’re able to focus on areas where we need to improve.

Thanks for getting in touch with us, as your feedback is essential to help us improve our service. We value your support as a member of our Executive Club. I hope we can welcome you on board again soon. Please feel free to contact me directly using the blue link below if I can help you with anything else.