A passenger flying from Bristol Airport last month was left 'feeling sick' after being served non-vegan food, including an egg, and butter made from cow's milk. The vegan passenger, who wishes to remain anonymous, was flying from Bristol Airport on July 3 and he had stopped for a bite to eat at the Brunel Bar and Kitchen beforehand.
He told Bristol Live he ordered a vegan sausage bap, with a cup of tea and toast but, when it arrived, he was left feeling 'sick' upon seeing that the eatery had given him a fried egg with his vegan sausage and butter made from cow's milk on his toast.
He said: "Calling the staff over they did not understand the problem at first. Wow. Then the manager said 'sorry' and refunded me. However, upon my return I find only a partial refund on the bap, not the entire order.
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"I did not take a bite or sip. I was feeling sick from the sight of the food. Clearly the vegan food is not being prepared separately.
"Bristol - the vegan capital of the UK and this is how we get treated at our local airport. Terrible."
The customer, who is a single dad with a full time job and trying to 'juggle' the summer holidays, went on to describe how a month later he had still not been given a full refund for his order. He first submitted a complaint to Bristol Airport, who acknowledged receipt before going on to tell him he needed to send a separate complaint to the sub contractor in charge of the Brunel Bar which, he said, was only going to cost him 'further time and effort'.
He added: "I feel very strongly about the way I was let down and the hygiene and food handling. I have asked the sub contractor for a copy of their complaints procedure but heard nothing back.
"It was a month ago now. They promised to sort it within 15 days not give me another place to complain to well after 15 days. Could they not handle it as the Contractor?"
Bristol Live approached both Bristol Airport and the Brunel Bar's sub contractor (SSP) for comment. A spokesperson for Bristol Airport said: "The customer has followed the correct procedure and the Customer Relations Team will investigate and follow the normal complaint process for the customer and will respond directly to the customer."
A spokesperson for SSP told Bristol Live today (August 4): "We were very sorry to hear about this customer's experience, which was clearly not up to standard. We are contacting him to ensure he receives a full refund as soon as possible.”
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