I was traveling from LAX to Barcelona on 7/23/23 and found a flight via Condor that was reasonably priced. I hadn’t flown with the airline before, so I called to ask about their allergen policy. A customer service agent assured me that Condor does not serve loose peanuts on board, so I booked the flight.
I also took the step to call Condor again to ensure my life-threatening allergy would be logged with my reservation. The customer service agent told me: “We don’t log that info. Tell the person at the gate.” Ok… So, I showed up at the gate. I alerted the Condor person working there to my allergy and asked, “Just to double confirm, you do not serve loose peanuts on board, correct?” They assured me they do not.
But as I went to pre-board, I spoke with the flight attendant, who then informed me that Condor does in fact serve loose peanuts on board! I asked if anything could be done… the flight attendant asked me to step out of the plane, onto the tunnel / air bridge so she could discuss the matter with the staff and pilot. There was a bit of medical gaslighting (at one point, the pilot said to me, “I’ve never had a passenger on my plane with this severe of an allergy… I’m sure you’ll arrive at your destination fine” — as if to imply I was overreacting. I informed him I am a special case.) It was a mess. So please… beware.
Other disabilities are accommodated on flights, but when it comes to life threatening food allergies, the airlines don’t seem to care… it’s wild and unjust. I’m also shocked at how airline customer service agents are misinformed about the snacks that are actually served on board