On 11/27/2024: My son experienced an alarming and life-threatening incident on a recent flight with Alaska Airlines. This was his first time flying alone, returning home from college on a several hour flight.
My son has a life-threatening nut allergy. When food was served in the first-class cabin, he explicitly asked the flight attendant, “Is this safe to eat? I have a life-threatening nut allergy.” The flight attendant assured him it was safe. Trusting this response, my son ate the bread provided. Shortly after, he began experiencing symptoms of a severe allergic reaction. He asked the flight attendant to double-check the ingredients, and she confirmed the bread contained walnuts.
My son required emergency medical care during the flight. A kind nurse (not an Alaska Airlines employee) onboard stepped forward to assist, stabilizing him and administering Epinephrine and a few medications to manage his severe pain and allergic reaction. This nurse was extremely helpful in checking his vitals and providing guidance to the Alaska team on the necessary additional medications mid-flight.
After picking my son up from the airport, I immediately called your customer service line to address the gravity of this situation. My goals were clear:
1. Obtain a full list of the food’s ingredients to provide to his doctor for continued monitoring.
2. Understand how such a grave mistake could have happened and what steps would be taken to prevent it in the future.
3. Request assistance in identifying and thanking the medical professional who helped save my son’s life.
Instead, I was met with deflection, excuses, and victim blaming. The representative suggested the flight attendant may not have heard him correctly or dismissed the severity of the incident entirely. There was no apology, no acknowledgment of the severity of the situation, and no follow-up from anyone.
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