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Read below Delta's response to my complaint.  My daughter has a severe peanut allergy.  Basically, Delta is telling me not to fly their airline.  Totally amazing.  Would you put your child's safety at risk to fly Delta?  I won't

Dear Mr. Serle,

 RE: Case Number 928972

 Thank you for sharing your concerns regarding the service provided while traveling with us from Fort Lauderdale on July 13, 2010.  On behalf of everyone at Delta Air Lines, I sincerely apologize for the unpleasant experience you and your family encountered due to peanut allergy policy, our flight delay and the inappropriate behavior of our flight attendant.

Further, I am sorry for the delay in responding to your e-mail.

 I know how difficult it must have been for your daughter to travel in such an atmosphere.  Please allow me to explain this to you.  I appreciate the opportunity to respond to your concerns regarding our policy for those passengers who have peanut/tree nut allergies.  We sympathize with these passengers and welcome them onboard with the understanding that public transportation poses an inherent risk to passengers with nut allergies.

 We encourage passengers with a nut allergy to take the necessary medical precautions to prepare for any possible exposure.  Prior to your flights, we also ask that you call one of our reservations sales agents and have your Electronic Ticket Record (ETR) noted regarding your allergy. 

On the day of travel, it is important for you to notify our team member at the gate of your peanut allergy.  Upon notification, the flight attendants on your flight will be advised to create a buffer zone (3 rows forward/3 rows aft/adjacent row) in which the flight attendants will refrain from serving peanuts.  Individual passengers seated in the buffer zone will also be notified by the flight attendants of your allergy.

Respectfully, we are not in a position to remove all nut products from our flights.  As such we must advise you of the following.

 - We cannot guarantee a peanut/nut free environment.  Peanuts, products made from peanut oil, and other nuts may be brought onboard by any passenger.

- Peanut or tree nut remnants, peanut dust or peanut oil may be on the aircraft floor, seats, or tray tables from previous flights.

- We will serve peanuts/tree nuts and products processed or packaged in peanut factories on our flights.

Additionally, after reading your comments, I understand why you wanted to bring this matter to our attention.  We expect our flight attendants to be helpful and professional at all times.  Cindy should have made every effort to be careful in serving the peanuts and we regret your experience was on the contrary.  I notice you did not receive the service you expected and should have received. 

Moreover, I recognize the frustration you experienced when your travel was negatively impacted due to the cancellation of our flight for weather-related conditions.  I certainly acknowledge how disappointing and inconvenient it must have been for each of you to travel from a different city.  You also incurred additional expenses on car parking. 

Feedback like yours will help us to improve our overall customer experience.  Be assured your comments will be shared with our responsible leadership teams for internal follow up. 

In conclusion, please know that we are committed to providing pleasant and professional service.  We always strive to treat our customers as very special guests at all times because we want you to feel good about Delta and it appears we have failed to do so.  While we decline your request for a refund of $97.00 for car parking, as a gesture of goodwill for the improper behavior of our flight attendant, I have issued an Electronic Transportation Credit Voucher (eTCV) in the amount of $25.00 for each passenger.  Please note the voucher number and associated Terms and Conditions will be arriving in a separate email.  I encourage you to add Delta Air Lines to your receiver list so the voucher document is not misdirected to your spam folder.  Please keep the voucher number and the Terms and Conditions since the number is required for redemption.  It is also important to remind you that there is no Direct Ticketing fee for reservations confirmed online at delta.com.

Mr. Serle, again, we apologize for the unfavorable impression you received.  As a loyal SkyMiles member, your satisfaction and business is important to us.  We trust your future flights will be enjoyable and hope you will continue to make Delta your airline of choice.

Sincerely,

Charles M. Noble

Coordinator, Customer Care

Delta Air Lines/KLM Royal Dutch Airlines

I have flown Delta a number of times, I had a flight on 07/13/2010 at 9:10 AM.  It was myself, my wife and my 1 year and 5 year old daughters traveling with me to NYC to see Dr. Sampson (one of the world's most recognized pediatric allergists at Mt. Sinai).  I notified delta about my 5 year old daughters severe peanut allergy when I made my reservation.  I then went to the gate and notified them as such.  I also notified the stewardess on the flight.  She mentioned that delta's policy for peanuts is not to serve them to the passengers 3 rows in front and 3 rows ahead.  She would also speak to all the passengers in those rows and tell them not to eat anything with peanut products.  We were getting ready to fly and still no announcement then something happened where we had to stay on the tarmac for an hour at that time i asked the stewardess if she made the announcement and she told me she had.  I then smelled something from the passenger behind me.  It was peanuts.  I politely asked him to not to eat them and he obliged and I asked him "by the way did the stewardess ask you not to eat peanuts" He said no.  Okay, I asked the stewardess again if she made the announcement and she told me she did.  Then we went back to the gate to gas up and waited on the tarmac another 2:30 hours because of bad weather in NYC.  During this time we were told to go get drinks and snacks in the back of the plane.  My wife takes my 5 year old daughter back there and there are peanuts everywhere.  Passengers are eating them, dropping them, and my wife immediately takes my daughter back to the seat. 

My child starts wheezing a little and coughing.  Now I am very angry as you can imagine it was my daughter who I am trying to protect so I ask the stewardess yet again did she make an announcement and she said yes.  I proceeded to tell her that she is lieing.  Apparently the first class cabin knew and they were not allowed to eat peanuts  (We were seated in row 5 bulk head), but the other people did not.  The stewardess kept telling me it is delta's policy and i am sorry.  I had to give my daughter 2 doses of the inhaler and I asked my daughter to get off the plane as my daughter has a severe peanut allergy she told me I could not and that she had not given peanuts to anyone around us, but that was not true they were going to the back of the plane and bringing them to their seats.  Luckily my daughter did not have an anaphylatic reaction.  Anyway shortly there after they cancelled the flight.  We waited over 3 hours on the plane.  Totally understanable considering the bad weather, but the above is not.  Strangely enough we flew flight 487 home to PBI on 07/20/2010 and the stewardess decided not to serve peanuts at all on the flight and they made several announcements.  Apparently this is not Delta's policy on peanuts, but the stewardess made a judgement call.  This was a horrible experience that got worse.  When we got off our cancelled flight there was no one to guide you where to go, and 1 announcement which we could not hear.  Everyone did not know what to do.  It was so unorganized. 

Waiting on long lines and them telling us we could not help you and so on.  Delta told us there were no flights for 2 days until Thursday.  I called my father and he called the priority number and he got us tickets to a flight 60 miles away.  So we originally were dropped off by a friend, but he could not pick us up so we had a friend drop our car off, and we drove another passenger on the cancelled flight to PBI.  We got on the flight and everything was great.  We however had to leave our car there for the 8 days.  The big problem is the service on the plane, and how and why would they continue to serve peanuts on a plane with a child who has an allergy. 

I really do believe it is horrible the way Delta reacts to people with allergies.