We thank Mr Selvamani Valliappan for his feedback (Jetstar should clarify its processes; Jan 30).
We have investigated the incident and updated him.
When a customer orders a pre-paid meal online, the order is reflected on a meal fulfilment list, as part of the passenger manifest.
Our cabin crew serves meals based on this list.
The process includes identifying the customer and, at the same time, verifying the meal order.
Both our records and cabin crew on duty have confirmed that a meal was indeed served to the customer seated at 10A, but as a gesture of goodwill, we have offered the customer a $25 voucher.
The well-being of our customers is one of Jetstar Asia's top priorities.
Alicia Long (Ms)
Head of Cabin Crew & Customer Experience