The mum and dad of a nine-year-old who has a life-threatening allergy have claimed they might be forced to give up on a dream £19,000 (€21,580) holiday to sunny Florida, all due to the fact that Virgin refuse to remove egg mayo sandwiches off the menu.
Parents Carly-Jane and Craig Fisher, both aged 43, splashed out a whopping £19,000 for a family trip to the world-famous Walt Disney World Florida in April this year for Dolly, twin Betty and brother Freddie, 12.
However, daughter Dolly was diagnosed with an egg allergy at the age of three. Her allergy is so severe that she has to carry an epi-pen and could go into anaphylactic shock if in the same room as one.
Carly-Jane, who is a law firm manager, has stated she reached out to Virgin in February aiming to find out what meals would be served on board in a bid to make sure that the meals served on the plane would be safe for her child to eat.
She says that she was told egg mayonnaise sandwiches would be served in the last two hours of the flight as part of an afternoon tea. Carly-Jane reportedly asked them to swap them for another different option.
Despite this request, Carly-Jane has claimed that Virgin explained it wouldn’t be possible to change the menu on one flight without it being changed on all flights globally, even after explaining how the situation was life and death.
In a subsequent email, after the mum expressed the severity of her allergy, Virgin still refused and stated that egg mayonnaise with chives on white bread would be served in the afternoon service.
However, after being contacted by journalists, Virgin told Carly-Jane that egg mayonnaise sandwiches would not be on the April menu for economy class, where the family had their seats booked, but that they would still be serving the egg sandwiches in premium and upper-class flights.
Now both parents remain “sick with worry” that they may suddenly not be allowed on the flight on the day, adding that their “whole holiday rests on an egg mayo sandwich”.
Carly-Jan told WalesOnline: "We have to find out what they're serving every time we fly because she could potentially die. She goes into anaphylactic shock. It's awful, horrific. Her throat closes, she coughs, her airways close up.
"They said they're serving egg mayo and cheese and pickle sandwiches as part of their afternoon tea. We asked them to change it to something else. We told them far in advance.
"They weren't saying she couldn't go on the plane but it's at our risk but we could get to the gate and the pilot says they aren't willing to take the risk. It's such an anxious time.
"We held off telling Dolly and Betty. If we couldn't go, they'd be absolutely devastated, heartbroken, they'd be in bits. It will make holidays for them an anxious time.
"The last time we went away she was so anxious, she said she didn't want to ruin the family's holiday again. A little girl shouldn't have to deal with that. She didn't ask to be allergic.
"We don't want to be awkward, I love an egg sandwich. I don't want to stop people enjoying themselves but I don't want my daughter to die.
"The thought of losing all that money makes me feel sick. It's really frustrating, my whole holiday rests on an egg mayo sandwich."
Dad Craig, who works as head of creative productions, added: "They said they couldn't change it for one flight, it has to be global, which I can't get my head around. It's one flight from Heathrow.
"It's the resistance that you get. There's no want to help or find a solution, it's very black and white. Half of the battle is they say they can give her other food. The allergy is so severe, it's airborne so it can't be anywhere on the plane.
"Egg is in a lot of things but it would be in its purest form if it's in an egg mayo sandwich. Our hands are tied."
The parents claimed that they were left with the option of flying from Manchester with a different airline at an added cost of £800, also risking that egg be served on the flight.
Carly-Jane said: "No one will tell you what they'll serve on the flights. I contacted the airlines and no one could tell us so we can't make an informed decision.
"If we don't get the flight, we lose £19,000. We've got a flight with easyJet before and they went above and beyond so it can be done.
"Why do people with a peanut allergy be afforded any more protection than someone with any kind of life-threatening allergy?
"I hadn't worked for five and a half years and I went back to work to pay for this holiday so the children haven't seen me for ages.
"We're dreading having to tell her we might not be able to go. I can't sleep at night, I feel sick."
Craig is also going to be meeting with an allergy specialist to try and see if there are any medications or masks available that would limit the risk of Dolly going into anaphylactic shock on the nine-hour flight.
Carly-Jane said: "As soon as they announce that one of the options will be an egg sandwich she'll panic. The flight is over the Atlantic and there's nowhere to divert.
Craig added: "We'll do anything to limit the threat. We're looking into noise cancelling earphones so when they announce the food options it doesn't put her into anxiety."
A Virgin Atlantic spokesperson said: "The safety of our customers is always our top priority, and for special food requirements we ask customers to seek advice from our Special Assistance team in advance of booking.
"We are able to offer various meal options for customers with religious or medical requirements such as kosher, diabetic meals and vegan meals. For allergies, we would strongly encourage customers to take all necessary precautions including bringing their own meals on board and preparing for the possibility of inadvertent exposure.
"On this occasion, we were able to seat the family at the back of the economy, away from the meals being served in Upper and Premium which contain eggs as well as ensuring all cabin crew are aware of the allergy whilst also advising the family to bring their own food onboard."
Responding to the news that the sandwiches will still be in upper and premium class, Carly-Jane said: "They said egg sandwiches will still be in the upper classes but we would be moved further down the back at the plane - it not the most ideal solution but it limits her risk.
"It's the only option we really have. I'm hoping that by creating a buffer zone as such around her with her mask and antihistamine it will be enough."
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