Kudos to Delta, Grumble-Grumble to Continental
We used frequent flier miles for our trip — and ended up flying to California on Delta and returning home on Continental. When my husband and I were reserving our flights — we told both the Delta and Continental customer service agents about our daughter’s life threatening peanut allergy. Both airlines told us that there was nothing they could do about food brought aboard the airplane (which we kind of assumed). Neither airline offered further guidance/assistance.
But Delta really came through for us. After the stewardess announced the snack (peanuts, pretzels, or cookie) — I told her about my daughter’s allergies. She responded quickly and kindly, and worked with the other flight attendants to create a 3 row up, 3 row back peanut-free zone. She also advised us to alert the staff on our connecting flight ahead of time, and that they would do the same thing. And they did. And, we were very appreciative.
Continental was an entirely different story. When my husband called to reconfirm our flights, he told customer service about my daughter’s allergies. Their curt response, “There’s nothing we can do. Bring your medicine and good luck.” I thought we might have better luck at the airport. So, when I made inquiries at check-in, I was told “we do not make any food restrictions on flights.” To which I replied, I know you can’t limit customers from brining nuts onboard — but you can control what you serve as snacks. Again, I was answered with “we do not make any food restrictions on flights.” Luckily — on the first leg of our Continental trip, they were serving “lunch,” and did not offer peanut snacks. But we had to transfer in Cleveland and were taking a regional propeller jet back to Dulles. Because it was one of those tiny planes (small space/recycled air)– I asked my husband to please approach the gate and ask them to reconsider serving peanuts. He did. And he was asked why we booked these flights for a food allergic child. Then, they had a change of heart (I guess), and conceded to not serve peanuts on board the flight. But not before presenting us with the following disclaimer. I don’t think I’ll fly Continental again for a really long time. At least, not with my daughter.
May 29th, 2008 at 12:20 am
A link to this article was posted at
http://www.deliciousbaby.com/journal/2008/may/27/weekly-link-roundup-creative-travel-tips-and-inspi/
With the following comment:
I was bummed to read this story on the Kids Food Allergies Blog about how difficult it is to travel with a child who has severe allergies. What really made me sad is how insensitive the airline staff were in accommodating her. Sometimes I think people put their compassion aside when they arrive at work.
June 4th, 2008 at 1:08 pm
We had a really bad experience on Continental as well. We asked while getting on board if they were serving peanuts and told “No” We were at the back and half way throught he flight I could smell peanuts and realized that was what the flight attendent was handing out. My husband asked the flight attendent why she said they weren’t serving peanuts when that was indeed what they planned to do. The flight attendent told him she could serve whatever she wanted and the people on board could eat what they wanted. She was very rude, talking in a loud voice, making a scene. My husband at one point said the conversation was over and she said “YOU do not decide when this conversation is over, I decide when this conversation is over.”
As we go off the flight my husband asked for a comment card. She repeated over and over “Get off the plane sir.” And refused to give him a comment card.
June 6th, 2008 at 8:09 pm
My wife and I have had similar experiences on international flights particularly. Ballgames also have been an issue with us recently since peanuts are so prevalent.
August 22nd, 2008 at 6:57 am
I have just had a conversation with e Delta executive about a similar problem.
Taking grandson to the USA three weeks ago via Delta we informed them twice before we flew of his high level peanut allergy. The first flight served peanuts after takeoff and he refused all other food from them on in a nine hour flight because he did not trust them.
The internal flight had the same problem but the cabin attendant removed peanuts and replaced with biscuits when informed.She said tell the cabin crew on the return flights (last week) and action was taken (three rows for and aft - transatlantic). However the return transatlantic flight served him peanut containing food.
My attempts to speak to someone at head office resulted in a lady calling me form Atlanta (to the UK) and she expressed concern and then gave the “cannot guarantee” statement.
I asked her if she new what happened when a someone had an anaphylactic response - No - I described one to her. There was stunned silence. I told her that even with an emergency injection grandson is advised to go to hospital immediately. So how long to the nearest hospital from mid-Atlantic?
I suggested that they could at least have organised a ‘nut free’ meal and she suggested I her email and tell them how to do it.
At the end of the day if an airline is told of a passengers condition they have a duty of care. The significance of the statement regarding lack of control over what other passengers carry on board is a cop out. Airlines would stop you opening extremely smelly materials in the cabin. They could easily announce after their mandatory safety instructions that a passenger had a peanut problem and request other passengers do not open peanuts on board. If they explained the consequences of not doing so they would turn their fine words of concern into real practical action.
If the pilot had a peanut allergy would they serve him peanuts?