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As vegetarians we ordered the Indian vegetarian meal to ensure we could eat - it was ok (the food was much nicer on both flights out to Bali, rather than the return). However, there was a vegetarian option offered for the meal before arriving in Manchester and the food selection appeared better - ours was very carbohydrate heavy. We do realise space is at a premium and you can’t please everyone but a simple vegetarian option (which we could have pre-booked) alongside the meat options would have suited us more. Having said that, we do appreciate you making the effort to provide us with an alternative, so thank you!

Subject: Disappointing Experience Relative to Your Premium Brand I chose your airline because of its reputation as a premium carrier and was willing to pay a significant premium for that experience. Unfortunately, several aspects of my journey fell well short of the standard I expected. Airport Experience At check-in, I was initially directed to the regular line and then told to move to the U.S. line, resulting in unnecessary delays and confusion. I attempted to purchase a Business Class upgrade for my wife, who was traveling in Premium Economy. I was directed to a reservations desk that was unattended. After searching for another service window and waiting approximately 15 minutes, I eventually gave up. This was a frustrating experience that should have been much easier to navigate. Onboard Experience The lounge experience was excellent and is one of the highlights of the journey. Once onboard, I tried again to upgrade my wife to Business Class. I was quoted approximately $1,500 for a single flight segment, which was difficult to justify. What was even more frustrating was discovering later that several Business Class seats remained empty. It seems counterproductive to let seats go unused rather than offer a more reasonable last-minute upgrade option. Had the price been more aligned with market realities, my wife could have traveled with me in Business Class and both the airline and the customer would have benefited. The inflight entertainment was disappointing. The quality of the system and the selection of English-language movies were well below what I would expect from a premium international airline. I spent much of the flight unable to find suitable content. During the final meal service before landing, I was never offered a meal despite being awake and attentive. While I have no doubt the crew would have provided one had I specifically requested it, I do not believe customers should have to ask to receive a standard meal service. What Worked Well The chauffeur/car pickup service at all locations was excellent and consistently met expectations. The lounge experience was also very good. Loyalty Program One factor that makes it difficult for me to remain loyal is that your frequent flyer program is not integrated into one of the major global mileage ecosystems in the same way airlines such as United participate in broader alliances. Given your premium pricing and limited route network relative to larger carriers, consolidating miles and status benefits across multiple airlines is an important consideration for travelers like me. Overall Impression This was not an inexpensive trip. In fact, given recent geopolitical concerns in the region, choosing this routing required a degree of trust and willingness to accept additional travel risk. Unfortunately, the overall experience did not justify either the premium price or that trust. When I combine the airport issues, upgrade frustrations, entertainment shortcomings, missed meal service, and loyalty limitations, I cannot say I received the level of experience your brand promises. As things stand today, I am unlikely to choose your airline again, and my wife is already encouraging me to consider alternatives for my next international trip in December. I share this feedback because I believe your airline has the potential to deliver a truly exceptional experience, but this journey fell significantly short of that expectation.

Excellent