Airline services

From time to time we read in the Letters column complaints about various airlines. Usually these concern bad service, lost luggage, delayed/canceled flights, etc.

Now I have a tale to add to the bad service category. Last year, I booked my return flight London-Jakarta-London (far bigger discounts in London) by Royal Brunei Airlines because their business class fare was the cheapest, except for Garuda (I should point out that I cannot really afford business class, but as of 1995, when I became an octogenarian, I decided that I must have a little more comfort in long haul flights).

Imagine my dismay when my wife and I were not offered the traditional champagne welcome which normally awaits business/first class passengers. Just orange juice -- Royal Brunei is "dry"! Luckily I had my duty free from London, so was able to make myself a Bloody Mary or two during the long tedious flight, which included a long (three or four hour) wait in Brunei Airport's tatty little "VIP Lounge" (dry!).

Having bought return tickets, we are stuck with Royal Brunei for our return to London. This involves an over nine-hour wait in the aforesaid tatty VIP lounge (arrive Brunei at 2:05 p.m. and leave for Dubai/London at 11:20 p.m.).

I have complained in vain to the country manager (who is sympathetic, but powerless to help). The stark truth is that Royal Brunei strands its passengers (all classes) for nine-and-a- quarter hours at the airport with no kind of provision for giving them a meal. I find this quite incredible and unacceptable for a so-called international airline. Therefore, I propose to take a taxi to (probably) the Sheraton, (there is no airport hotel) and give my wife and myself a decent dinner. I also propose to present the bill to Royal Brunei, which they will undoubtedly refuse to pay, but I shall, I hope, have shamed them into taking better care of their passengers.

RB SAWREY-COOKSON

Jakarta