Our experience with American Airlines and the Company’s lack of a policy to assist passengers flying with life threatening food allergies is as follows.
My family and I were taking a flight to Miami on American flight AA 1297 leaving out of LAX. Before my family and I boarded the plane we were instructed by the ticket agent down stairs to notify the agent as we board of our child’s allergies to nuts.
Our gate agent said Doug Parker the CEO of American would not allow them to announce to others passengers of a nut allergy. I explained to her, a year ago I emailed Doug and that he actually responded to me that they can announce it and that she could if she wanted to. She laughed at us and said that she really didn’t believe I emailed Doug Parker! ( every time I fly I email the CEO’s to ask they change the policy). Years ago, I emailed the CEO of Jet Blue and told him our experience and he said they would change their policy….. And eventually they did!).
The gate agent, then decided to talk to other passengers and laugh at us which was pretty callous and sad since it was a 8 year old with the allergy. As we entered the plane she then said to a random customer that ” if people have allergies then they shouldn’t fly.” That really upset me, so I emailed Doug Parker yet again. There were two Managers waiting for me in Miami with $100 dollar vouchers for each us.
For our flight they never announced the allergy or took steps to make our travel safer. Our travel home was no better. I was in touch with the executive customer service before we came home and was told they absolutely could announce it… Again Flight attendant said “it’s not American Airlines policy to announce nut allergies.” The flight attendant said she didn’t care what Doug Parker said, that she needed it in writing and what they have now on policy is to not announce. She told me that she would get me the manual that stated that and also she said she would inform 4 rows up and back . She never came by to give us anything nor help us with the passengers.
I have filed a complaint with transportation.gov and as of now American Airlines has said that they have not broken any Disability laws. They also said they asked the gate attendant if she said anything inflammatory and she said no…. It is a he said she said situation. I have not heard back from the transportation.gov but when I do I can forward the results. If needed I can forward the finding of American Airlines as well. I hope these stories and the continued effort of the No Nut Traveler help many families to come!
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