My access online to select my dietary preferences were blocked so I tried calling their offices. The number was so difficult to find, as you know they avoid you calling their call centre like the plague. I eventually found an old number which directed me to an insurance company and it seems to happen a lot, as the response I got from the attendant over the phone that the correct number was instead 13 10 11.
They have a long queue of pressing at least 3 options to speak with someone and I got a representative who advised me that they only had gluten free or lactose free options, just not together and not “dairy free”.
What day and age do you have to be in to not know that dairy and gluten are well known allergens.
I was told to medical certificate and I did for extra charge from my specialist doctor to <mail> 6 days before my flight back from Singapore. I received an email receipt for my dietary request and another email asking for my booking number. So much bloody effort.
I made a direct complaint and their customer affairs officer explained, “any meal needing to be both Low Lactose and Gluten-Free would need to be custom prepared and uplifted by our Catering Department. As we are only able to accede to custom meal requests on medical grounds, rather than passenger taste preferences, our Catering Managers require a medical document outlining the relevant allergies or intolerances in order to accede to requests of this nature.”
I got on my flight yesterday and I was so stressed that I burst into bouts of tears when they started serving food and I hadn’t got my meal request I submitted 6 days prior, even after going through the effort to speak to SG call centre and having to provide a medical certificate.
What was the run around for? S*ts and giggles? There was a lovely staff member Sidney? that tried to get to the bottom of my distressed sobs of, “I have a medical condition... I submitted a medical certificate” and she tried her best to cater for me on the flight however I was so exhausted by that stage I didn’t give a rats bottom. I consumed about 10 glasses of water in a span of 15mins and had a nap instantly after my meal. She also submitted a report on my behalf to customer relations. What help is that, I realise because the previous passage was their “politically safe” response.
I also made a complete fool of myself in front of my surrounding passengers crying out my frustration.
Why ask for a medical certificate if you can’t provide? And stating under all your emails that we can guarantee your dietary request is unacceptable for someone with a legitimate medical condition.
There is scientific evidence that dairy and gluten are well known allergens, it’s required by law to state them in food and packaging.
I have been discriminated against for having a medical condition. Do you also ask people of Muslim, Jewish, Hindu faith to provide religious certificates to show that their meal requests are not one’s “taste preferences”?
What caveman mentality is that?
I’ve flown with qantas and they managed to provide my meal with less than 24hrs notice because this is a common combination of intolerance, especially as the medical field is advancing. It’s also none of your business what medical condition I have but I still provided because this is ridiculous.
Get your act together SG. You’ve just lost a well-travelled customer who have a lot of word power in the community. I hope justice is delivered to your whole company for this distressing experience. I have been traumatised and I almost didn’t say anything because I felt so down trodden but I will fight back the way I know how.
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