We flew from the the Uk to Australia on the 1st Jan 2019 to see my husband’s family. This was our first time flying since our little boys peanut allergy was confirmed.
We booked with Qantas due to their policy of not serving peanuts in their lounges or on the flights and the positive reports I had read online regarding their accommodation of those with allergies.
Unfortunately, from the first contact I had with Qantas, I have to say I found them quite unhelpful.
I rang the UK based office to speak to someone about the allergy, as was advised by my travel agent. The Qantas agent could give me no information how the flight would accommodate us, or if we would be allowed early boarding etc. When I asked about a nut free meal for myself and husband to help keep contamination risk to a minimum she couldn’t tell me which meals were peanut free
.When we got to the airport we advised ground staff about the allergy and really got the impression they couldn’t be less interested. Same for the onboard staff. No announcement was made about an allergy sufferers onboard, no one came to check with us about food or medication. Thankfully the flight went smoothly but I have been unimpressed by the attitude of the Qantas staff I encountered.
In complete contrast we found our short connecting flight with British Airways to be excellent. Ground staff noted our allergy information when we checked in. When we boarded an attendant found us in our seats to check everything was okay. They assured us that they carried an epi pen and that the staff were trained.
They suspended the sale of all products containing nuts and made an announcement asking all passengers to refrain from consuming nut products. All round fantastic service from them and made us feel safe and relaxed.