Talking Allergies

http://www.aircanada.com/en/travelinfo/onboard/dining/nutritional.html

Am I correct in interpreting their policy that you need to contact them 48hrs in advance in order to request the buffer zone, and therefore, if you are not requesting a buffer zone, then you don't need to contact them at all?

I think you are right....it's like they are making people lie.

127] With respect to the specific incidents that resulted in the applications filed by Rhonda Nugent, on behalf of her daughter Melanie, and by Dr. Huyer, the Agency has determined that Melanie Nugent and Dr. Huyer did not encounter obstacles to their mobility as Air Canada accommodated their needs, albeit in an ad-hoc manner.

[128] However, the Agency has found that the lack of a formal policy to accommodate the needs of persons with allergies to peanuts or nuts, and the uncertainty this creates, constitutes an obstacle to the mobility of Dr. Huyer and Melanie Nugent and to persons whose allergy to peanuts or nuts results in a disability for the purposes of Part V of the CTA.

[129] The Agency has determined that a buffer zone, including an announcement within that zone, is the appropriate accommodation for persons with disabilities due to their allergy to peanuts or nuts. With respect to the buffer zone, Air Canada is directed to provide a submission, including supporting rationale, within 30 days from the date of this Decision, on:

- what constitutes adequate advance notification of a person's need for accommodation in the form of a buffer zone as a result of their peanut or nut allergies; and,

- the recommended size of buffer zone for each of its aircraft types.

If a passenger with reduced mobility is a frequent airline traveller and has a stable medical condition established by the initial medical clearance, then a frequent travellers medical card (FREMEC) may be issued by the airline. (See FREMEC IN Appendix ‘E’). It avoids the necessity to obtain medical clearance for each journey and determines the passenger’s special handling requirements. Such cards are usually honoured by other airlines.

I think you are right....it's like they are making people lie.

April Burns admits she should have found the Air Canada policy on passengers with allergies, but she felt it was taken care of when she booked Matthew's ticket.

When the family booked the ticket four months earlier through the RBC Rewards program, they had Matthew's ticket flagged so that Air Canada knew he had a severe peanut allergy, Burns said. But the information never made it to the airline's medical desk, said Air Canada spokesman Peter Fitzpatrick.

When the family arrived at the check-in counter, airline staff told Matthew he could not fly because Air Canada hadn't received the 48-hour notice specified in its allergy policy to create a peanut-free zone on the plane for him.

Read more: http://www.canada.com/upset+after+Canad ... z1MDIheO9b

1) Advance notice of a person's need for accommodation in the form of a buffer zone

Positions of the parties
Air Canada
[9] Air Canada submits that advance notice of at least 48 hours of a person's need for accommodation in the form of a buffer zone should be provided to the carrier. However, Air Canada has indicated that it will attempt to accommodate passengers who provide less notice.

[10] Air Canada states that a person with a disability as a result of their peanut or nut allergies must submit a completed Fitness for Travel (FFT) form and that it will require advance notice of at least 48 hours to ensure that the FFT form is properly processed.

[11] Air Canada submits that 48-hour advance notice period would ensure that a special service code is correctly inputted in the reservation record. Air Canada explains that its reservation system is complex and can be populated through various sources, such as travel agents or customers booking on Internet. As Air Canada's system needs to be accessible to others in the industry, it must use pre-approved and standard codes and there is no existing code for allergies. Air Canada advises that it will be recommending that the International Air Transportation Association create a code specifically for allergies, but this will take time. In the interim, Air Canada proposes to use a temporary code which may create some inconvenience for persons with peanut or nut allergies, for example, the need for the passenger to call its MEDA desk to have the code placed on file.

[12] In addition, Air Canada explains that it requires time to notify the crew and, if required, reseat passengers and that advance notice would allow it to attempt to re-seat passengers and regroup passengers with nut allergies in the same area.

Applicants' comments
[13] Dr. Huyer submits that Air Canada's proposed notification process is more onerous and complicated than necessary. Dr. Huyer is of the opinion that if it is such a complicated procedure to provide a buffer zone for passengers with allergies, Air Canada should instead not serve nuts on flights in respect of which a passenger has indicated that they have an allergy.

[14] Dr. Huyer also asserts that while Air Canada seems to be saying that there is no means for including notifications of nut allergies in airline booking systems, this is false as she routinely has this information placed on her file with other carriers. Dr. Huyer notes that for a brief period of time a few years ago, Air Canada had a notification system "that worked." Dr. Huyer submits that when she travels with other carriers, 24-hour advance notice tends to be sufficient to ensure that she receives accommodation.

[15] Ms. Nugent questions how and whether the information regarding a person's allergy would be relayed to onboard staff. She notes Dr. Huyer's difficulties, which were set out in the Decision, with the flow of information which led to a flight delay.

Agency analysis
[16] As reflected in Decision No. 336-AT-A-2008 regarding applications filed against Air Canada and WestJet by or on behalf of persons who require oxygen when travelling by air, the Agency's requirements regarding reasonable advance notice for disability-related services on domestic flights are set out in the following provisions in Part VII of the Air Transportation Regulations, SOR/88‑58, as amended (ATR):

151(2) where, at least 48 hours before the scheduled time of departure of a person's flight, the person requests an additional service that is set out in an air carrier's tariff, the air carrier shall provide the person with the service, in accordance with any conditions in respect of the service that are set out in the tariff.

151(3) Where a request for a service referred to in subsection [...] (2) is not made within the time limit provided thereunder, the air carrier shall make a reasonable effort to provide the service.

[17] Although providing a buffer zone is not an additional service set out in Air Canada's tariff, Air Canada's proposed policy with respect to 48-hour advance notice is consistent with subsection 151(2) of the ATR. As concerns advance notification, the Agency finds that Air Canada's proposal for 48‑hour advance notice period to allow it to provide accommodation, in the form of a buffer zone, for persons with disabilities due to their allergy to peanuts or nuts is reasonable.

[18] Air Canada submits that when a passenger with an allergy to peanuts or nuts provides less than 48‑hour advance notice of their need for accommodation in the form of a buffer zone, Air Canada will attempt to accommodate such passengers. As Air Canada's proposed policy in this regard reflects subsection 151(3) of the ATR, the Agency finds Air Canada's proposal to be reasonable.

Regardless, WestJet has taken a proactive stance of How do we best serve our clients? by putting epi-pens on-board and simply being NICE when it comes to allergies! Many of us can provide examples of calling the two airlines to advise of allergies ahead of time and just how different the companies treat us.

I'm sure the policies could be argued and picked apart and we could analyze wording for days. But to me this entire AC thing leaves me ...why is it so difficult for one airline to do what another does every day with no problem.

Susan,Good catch on the FREMEC.The issue with FREMEC cards is that IATA does not have a corresponding code or procedure to handle severe allergies. Also Westjet is not a member of IATA, so they don't accept FREMEC cards and AC would not accept what ever Westjet used as a FREMEC. If you notice from the link provided, the medical evaluation forms sampled by IATA are very close to the AC forms, however Westjet forms are very different. Because Westjet has different forms and procedures that are not IATA compliant, AC does not accept their paperwork.

6.2.2 Cabin Crew Training
All cabin crew should be given initial and recurrent training in first aid and basic travel health so they can intelligently use the first aid kit, and/or assist an on-board provider in using the kit. Some airline courses are based on the International Red Cross first aid course, adjusted to fit the needs of the airline industry, and the remote environment of the aircraft cabin. Some airlines have created their own cabin crew first aid course based on international standards, adjusted to fit the needs of the airline industry, and the remote environment of the aircraft cabin.

Matthew Burns arrived at Halifax's Stanfield International Airport, armed with several Epi Pens and allergy medications for the flight, but Air Canada would not let him on the plane.

"The supervisor told my husband, 'Your son is not boarding this flight today unless you get in contact with Air Canada medical desk.' He handed my husband the paper and said, 'Now, you're on your own. Basically, you're on your way, you handle it,'" Burns said.

151(3) Where a request for a service referred to in subsection [...] (2) is not made within the time limit provided thereunder, the air carrier shall make a reasonable effort to provide the service.

Not mentioning the allergic condition is a lot harder than first appears. Keep in mind that at anytime any Air Canada staff member can deny you and the rest of your party boarding the aircraft or remove you from the airplane. For example: you board the aircraft and find a passenger sitting around your area eating a bag of Tree nuts. You ask the passenger or flight attendant to refrain from eating the nuts. As soon as the AC representative hears of the allergic condition, they will consult the flight manifest and determine that your party has not been cleared by AC Medical. Therefore your entire party gets denied boarding and removed from the airplane.

I quickly received a reply from customer service head honcho Michael Tremblay, who apologized and assured me that peanut- and nut-allergic people do not need medical clearance to fly. He also promised to track down the misguided Miami employee for a little re-training.

Tremblay writes that “medical clearance is required if a customer wishes the [buffer] zone to be set up but this service is optional.” That I was well aware of, but good to hear the confirmation.

The big question is: “If I don’t opt for the buffer zone, but choose to tell the flight crew that my son is allergic in hopes of receiving a courtesy announcement and some additional accommodation, can I actually be kicked off or prevented from boarding?

Tremblay’s response: “If a customer has an allergy that is not severe and does not feel the zone is required, he/she is not obligated to sign up for this service. The buffer zone policy was definitely not set up to alienate those who choose not to use it … it was set up to help those who do.”

Cage you seem very up to date on the policy, tones of emails are hard to read so I will add that I am not meaning to be offensive when I ask but do you happen to work for the airline industry?
I appreciate all the links and further explanations you have offered, however, I feel that common sense (as far as Air Canada I mean) has gone out the window.

I'm sure the policies could be argued and picked apart and we could analyze wording for days. But to me this entire AC thing leaves me ...why is it so difficult for one airline to do what another does every day with no problem.

Having covered the issues of Canadian airlines and allergies extensively for Allergic Living, and having been on a conference call with Air Canada's head of legal and head of customer service on this matter, I can tell you that AC does not intend that its staff remove people from flights over their food allergies. The medical clearance is supposed to be required to get the buffer zone - but it isn't required anywhere in the policy to board the plane.

So Cage, I'm quite certain your above example is not accurate. Or let's just say - good lord, it had better be wrong.

However .... I'm not really surprised that AC staff/crews are confused; I don't really fault them but rather fault the internal communication, which has been poorly done. Flight attendants seem to be winging it on how to interpret this cumbersome new food allergy policy / buffer zone stuff.

When Allergic Living blogger Sam Yaffe and her son were almost tossed off a Miami-Toronto flight - she wrote a long post about it. She got Michael Tremblay, the customer service chief, to comment on her incident. From that piece:


Sam's column is here: http://allergicliving.com/index.php/201 ... er/?page=3

A second point about AC: the airline has not made clear how long the medical clearance is in effect or whether it will be kept on file. A new long doctor form for every single flight an adult would take would be onerous. But duration of the clearance has yet to be clarified.

Air Can. prides itself on its customer service awards, and is pretty good in most areas. But I just don't understand why it's so resistant to making this easy for people with food allergies. We need to travel – we're not whiners or malingerers or people who enjoy making a scene. We just want to keep the risk of a life-threatening incident to a minimum at 35,000 feet.

You need to contact AC if a member of your travelling party has a listed medical condition (which includes an allergy to treenuts. This is the strict aviation legal interpretation.

As a frequent flyer, I fear the general announcement approach, but still need some more perspective to overcome this fear.