A colleague and I flew back from Montpelier a couple of weeks ago and as it was the evening fight, we pre-ordered food. I got an email the week before saying the millionaire shortbread type thing I'd ordered wasn't available and would I like a flap jack instead. I said that's fine.

On the plane, I was seated a few rows behind the curtain and my colleague was a few rows from the back. When they started the food service they came and said here's the sandwich you ordered. I said where's the rest? She said that's all she had on her list. I tried to find the email confirmation, but she said she'd come back. She did, but as part of the food service so I had to wait until she got to my row to show her. She told her colleague who said there were some items down the back. She wasn't going to get them at first but relented and did. The flap jack was missing though - my receipt was the one showing the shortbread which I explained had been swapped. She said she didn't have any shortbread and I said I know, it was swapped. She said she didn't have any flap jacks either, but her colleague found one on her side! The other one said, ok, comp him that. So I eventually got my whole order.

My colleague down the back was less fortunate. They dumped his sandwich and he just assumed they'd be back. By the time the trolley came down and he mentioned it to them, they told him it was too late and to "click the link" in the email and request a refund. He has yet to do so as he doesn't have the time.

Regardless, not a good first experience. Well it started off good with the proactive approach on the item not in stock, but failing to deliver all the items ruined that image and the efforts to rectify their mistake doesn't lend me to recommending the service.