An American Airlines customer with Celiac disease is issuing a warning to other travelers after the company ran out of gluten-free meals on her flight and was “not nice about it.”
In a viral video, TikToker Melissa Cabey (@melcabey) says she requested a gluten-free meal in the American Airlines app before her 11-hour flight. When it is her turn to receive food service, the flight attendant asks “chicken or pasta,” and Cabey informs the woman that she had actually ordered the gluten-free meal.
“Well, we don’t have that,” the flight attendant responds sharply. She says the chicken meal is just chicken and rice so Cabey opts for that, but the worker then informs her that they have run out of the chicken as well. She offers pasta but Cabey lets her know that she’s allergic to gluten, which pasta contains.
The worker then says, “Well, for now, take this,” and hands Cabey a tray containing bread, cake, and crackers—all of which contain gluten. When Cabey tells the flight attendant that she’s allergic to the food she’s been provided, the woman huffs and refuses to take it back from the passenger.
Finally, another flight attendant comes with a plate of chicken and rice and says, “We got this from premium,” while hanging it to Cabey. The passenger notes that after treating her with “anger and hostility,” the worker was “still not very nice,” when bringing her food.
Cabey says her experience was unacceptable because not only did the airline not have a gluten-free meal for her when eating gluten-free is a necessity rather than personal lifestyle choice, its workers were also rude to her.
“This happened to me another time on a Delta flight, but they were so nice about it, and one woman was like, ‘I’m gonna find you some options,’” Cabey concludes.
‘DURING CELIAC AWARENESS MONTH?!’
In the comments section, viewers suggested Cabey report her experience to American Airlines’ corporate office.
“You need to complain to American Airlines,” user Gma Patty wrote. “If we don’t complain, things don’t change they need to know what happened.”
Cabey responded, “I sent an official complaint, but I’m hoping making it public as well will force them to respond and change.”
May is Celiac Awareness Month.
What should I know about ordering special meals on American Airlines?
American Airlines has a variety of specialty meals to accommodate religious or dietary concerns. As Cabey noted, you can request a special meal online at aa.com or by calling Reservations as early as 30 days before your flight and no later than 24 hours before.
Specialty meals include:
- Asian vegetarian: spicy vegetarian meal with limited dairy
- Baby: for children under 2
- Bland: no spices
- Child: intended for ages 2 to 5
- Diabetic: low in sugar
- Gluten intolerant: without wheat, rye, barley, or oats
- Hindu: prepared according to Hindu dietary practices
- Kosher: complies with Jewish dietary laws
- Lacto-ovo vegetarian: may include dairy or eggs
- Low fat: high in fiber and low in fat
- Low sodium: without any added salt
- Muslim: without pork or alcohol
- Non-lactose: without any cheese or dairy
- Vegetarian Jain: fresh fruits and vegetables grown above ground, excluding onion, garlic, or other root vegetables or animal products/by-products
- Vegetarian and vegan: without meat, fish, eggs, or dairy
However, availability may vary depending on the route.
Upgraded Points (UP) notes that if you can reserve your meal in advance, you should, as it ensures it will be loaded on the plane and you don’t have to take your chances with whether or not your speciality meal will be available by the time a flight attendant gets to you. Reserving a special meal is available for all classes. The airline recommends telling the gate agent and flight attendant that you’ve ordered a special meal in advance.
While reserving your meal should ensure it’s on your flight, UP also notes, “You should be prepared if the special meal isn’t available. Catering mishaps can always happen, so your specific meal may not be loaded on board for one reason or another. If you have a concern, be sure to have some backup snacks to munch on.”
In Cabey’s case, she mentions that she always has snacks on her when traveling in case there is no meal option for her.
UP also states, “Anyone can order any special meal, so you don’t actually need to prove you have the specific dietary limitation noted in order to order that meal.” This may be why there were no more gluten-free meals available for Cabey’s flight.
Cabey is not the only American Airlines customer with a meal complaint
In a recent viral video, an American Airlines passenger says she was the only Black person in first class and the in-flight meals suddenly ran out when it was her turn to be served. Viewers say there was definitely more food on board and she should complain to the corporate office.
@melcabey A big no thank you to @American Airlines !!! PSA for my celiacs and gluten intolerant people #glutenfree #celiacdisease #americanairlines ♬ original sound – Melissa Cabey
The Mary Sue contacted Cabey via TikTok comment and direct message. It contacted American Airlines via email.
Have a tip we should know? [email protected]
