Originally Posted by
BlueThroughCrimp
Maybe she booked the flight at a travel agent, in cash, and expected dear old BA to be the same dear old BA that she usually has complimentary coffee and wasn't told about BoB?
Or to turn your point round, the airline has not provided the service level that SuperGran has paid for...
Where is the advertising or product description which says free food and drink in ET? The airline has provided exactly the service level it has shown on the booking.
EDIT: just to add, you and I may not like it and may prefer how it used to be, but the new regime it isn't some secret.