Traveller says Air Canada cancelled ticket after push for severe nut allergy accommodation

Air travel can be stressful, and as a result of COVID-19, the new world of flying has added a layer of stress that could make your trip much less smooth.

Long lines at security checkpoints, fewer staff members and misplaced luggage are only a few airport travel anxieties that have made global headlines in the last few months.

Most travellers anticipating the rush of a vacation are doing what they can to plan ahead in hopes they’ll arrive at their destination easily. But in large part, we are forced to relinquish control, which happens long before you step on board a plane.

More so for passengers like Suzy Creighton, who suffers from a severe peanut allergy that could ultimately be fatal. The Toronto resident recently discovered that extensive preparation did not offer her a sense of medical security for her upcoming flight.

Creighton claims that after contacting Air Canada on numerous occasions in hopes that officials could make a more valiant effort to keep nuts away from her on the plane. Instead, the staff informed her that her ticket had been cancelled. Ultimately, this resulted in her missing her cruise, losing thousands of dollars in expenses and accumulated travel points.

“I have severe anaphylaxis, and this was my first flight since COVID-19 on my own,” Creighton explained to CityNews.

“I called Air Canada just over a month ago to see what they needed for a specialized accommodation via their medical desk.”

After speaking with the airline, Creighton says she was told that upon having her physician complete the required form, they would be able to place her next to an empty seat and not to have Creighton near someone who could have consumed nuts before boarding.

“Initially, they just sent vague responses after receiving the form, and I kept writing back noting they were oblique and asking about my accommodation,” Creighton says.

Passenger says Air Canada cancels ticket after seeking stronger nut allergy accommodations.

In an email to Creighton from the Air Canada Medical Desk, staff wrote they would provide a buffer zone. Per Air Canada policy, a spokesperson explained that they have a process to ensure that no one consumes peanuts around her.

However, Air Canada revealed they might revise her seat — possibly a window seat — saying it would limit exposure. They might offer a refund if she was uncomfortable with this option.

“A hostile female employee at the medical desk told me that the accommodation I was seeking of the empty seat was only for obese people, not anyone with a nut allergy,” says Creighton.

“She said a nut allergy is not considered a disability. So, [she said] they don’t have to do anything, and maybe people like me shouldn’t fly, period. I was stunned.”

Creighton says she called back hoping to speak with a representative who could offer her a solution but was informed that they had decided to cancel her ticket.

“I was floored. Air Canada just cancelled my tickets, and I doubt they do this to everyone,” she said. “But for me, they arbitrarily cancelled my flight with zero regards.”

Air Canada refuses to comment, directs to website

Air Canada’s “buffer zone” was introduced in 2010 in response to the federal Canadian Transportation Agency’s recommendation, stemming from complaints filed by travellers about the harrowing experiences of seeking accommodation for those with severe allergies.

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When CityNews reached out to the airline for comment, it pointed to its online policy regarding allergy handling.

Air Canada’s website states that the buffer zone comes with general conditions. They include size depending on the aircraft type and configuration.

“However, customers seated within the buffer zone will be briefed on board by the flight attendant before departure and advised to refrain from consuming any products containing the allergen,” Air Canada’s website states.

Air Canada planes sit on the tarmac at Pearson International Airport during the COVID-19 pandemic in Toronto on Wednesday, April 28, 2021. THE CANADIAN PRESS/Nathan Denette

In early June, a 14-year-old girl suffered a life-threatening allergic reaction when a passenger on board a British Airways flight refused to stop eating peanuts. In this case, the aircrew made a general announcement upon boarding asking passengers to abstain from eating nuts due to a severe allergy.

The announcement was disregarded by a male seated rows ahead, resulting in the teenager suffering anaphylaxis. This incident reflects Creighton’s similar experience while in the buffer zone with a travel companion on a return flight from Tel Aviv to Toronto years ago.

“I was upfront with them. We had an issue before in [Air Canada’s] buffer zone, which is not monitored at all, and their website says they make no warranties about the safety,” she says.

While the passengers in the rows behind her were asked not to consume nuts, she began to experience symptoms similar to that of inhalation anaphylaxis that only worsened.

It was discovered moments later that the request was ignored by a passenger who ate nuts and carelessly placed his wrapper in the pocket located behind Creighton’s seat.

“It was a horror show. That’s why this time, we went the extra mile to provide Air Canada with specific medical information to get the accommodation,” she said.

“Anyone can be seated in the buffer zone if they just notify the airline of an allergy 48 hours prior to a flight.”

Creighton says because she was expected to be travelling alone for the first time on a flight, she was scared that no one would be readily available to assist if she were to experience anaphylactic shock.