Air Transat’s new meal policy not flying with travellers

TORONTO A popular airline says it has stopped offering meal accommodations for the majority of travellers who require special diets for health or religious reasons.

Air Transat says passengers flying economy class on transatlantic flights are required to choose from a selection of hot sandwiches, which cannot be adapted to address allergies or other restrictions.

The airline says its EuroBistro menu includes an option for vegetarians and says it can accommodate requests for kosher meals, but says it cannot provide choices suitable for conditions such as glutenintolerance or meals that conform with other religious traditions.

Air Transat says those wishing to request a special meal may either upgrade to club class or bring their own food on board the flight.

The situation is similar for passengers on U.S. or Caribbean flights, who can buy meals from the company’s menu but are also unable to request most special meal accommodations.

The new policy does not fly with passengers with dietary needs, who say they’re inclined to take their business elsewhere despite Air Transat’s competitive rates.

Maxime Pelletier, 27, ran afoul of the new policy on a recent round trip from Montreal to Paris.

The PhD student, who has celiac disease and suffers acute gastric discomfort if he consumes gluten, booked with Air Transat in part because they had previously accommodated his special diet without difficulty.

This time, however, his request for a gluten-free meal was declined.

Pelletier was forced to pack his own meal, steering clear of produce and other foods that may lead to hassles with airport security.

He called Air Transat’s policy shift, which went into effect in April, a “disappointing” development that creates additional headaches in a process already rife with inconvenience.

“When you have a special diet need, travelling can be very difficult,” Pelletier said. “I cannot eat in restaurants most of the time. I need to book hotels and stay where I have access to a kitchen so I can cook my own meals. So having this meal provided to me in airplanes where I know it’s safe really makes travelling a lot easier.”

Pelletier said he was compensated for his trouble with an additional glass of wine, a move he found enjoyable but not necessarily wise under the circumstances.

According to Air Transat, the menu changes came in response to customer satisfaction surveys that found passengers were seeking more variety in meal offerings.

Spokeswoman Debbie Cabana said customers now have a selection of six hot sandwiches to choose from rather than deciding between two hot casseroles, adding vegetarians have a sushi option.

A gluten-free “product” is kept on board in limited supply, but Cabana said it cannot be pre-ordered.

The new menu offers other benefits besides selection, she said.

“These sandwiches are now more fresh and healthy, and the portion is more generous,” Cabana said, adding the meals are also easier to serve on the plane.

Pelletier said his next trip will likely be taken on board one of Air Transat’s rivals still catering to special requests, since the airline has lost his business.