“Thank you for taking the time to contact us.

Our industry is driven on the experience you have traveling so it is disappointing for me to learn about what happened on your flight to Auckland. Please accept my apologies that we did not meet your expectations on this occasion.

Customer feedback plays an important role in our continuous improvement process and your personal experience will help us identify ways we can improve.

I appreciate you highlighting your concerns regarding the meal and I would like to assure you that your comments have been forwarded to the catering management team to be included in their future review.

Thank you again and I do hope we have the opportunity to welcome you aboard Qantas again soon”

That would be the reply. Guaranteed!

and that will be the reply if you decide to follow-up:

”We really appreciate your time to contact Customer Care and we are grateful for your feedback you have provided.

I am disappointed that you are still dissatisfied with our response of the issues you raised.

I have reviewed your file and my response with my Manager. Having considered all the circumstances carefully, we feel that the action we took was appropriate on this occasion. While I appreciate you may be disappointed by this, regrettably there will be no further action.”