Food Allergies and Lesson Learned

[Dis703]

I had posted before our trip last week trying to see if anyone knew where I might find safe French fries. Well, I went with little hope of finding them, but we were walking through HS one day and I decided to just stop and ask if they could make allergy free fries.

The CM at the register assured me they could make them and asked me what his allergies were. I went through the list and explained dairy, soy, all grains, egg, etc. and she said they could do them and that they prepare them fresh in the back and will cook them separately but they take longer. I even asked so you're sure they are just potato and seasoning nothing else and she said yes.

Fast forward 40 minutes and there are still no fries. So I called over a CM and asked if she could check on things and she came back and told me a manager was getting them for me. She got me my drink and I waited some more. 1 hour and 5 minutes after my initial order I asked to speak to a manager and was told they didn't have my order at all. Not only that but they cannot make soy free fries because they are all pre-cooked in soy oil and she pulls out the ingredient list and they are coated with various other ingredients my son can't have.

This was the very first time we didn't have a manager called out when we told them about our allergies but since I had read numerous reports about how they were trying to get away from that and use the allergy menus and such I went with it. Now I know better. Especially for kids as complicated as mine, but maybe even for anyone with life threatening allergies, I will be sure to ask for a manager/chef or at the very least go through the ingredient list from now on.

Thankfully, my DS wasn't upset for long as he was distracted by the snack stand with the soda bottle that sprays water. He got some grapes instead and we moved along. I did mention it to guest relations though as I found it very concerning this CM seemed so confident about the information she was giving me that was so very wrong. Hopefully, this was a total fluke and not something that is going on regularly since the transition to the new way of handling food allergies.

Just thought I'd give a heads up in case anyone else runs into this sort of thing. Double check before you order by reading ingredients or talking to a manager. I suppose if it's on an allergy menu that might be okay too but I wasn't even offered one here so I'm not sure if they have them.

 

[DisneyOma]

I had posted before our trip last week trying to see if anyone knew where I might find safe French fries. Well, I went with little hope of finding them, but we were walking through HS one day and I decided to just stop and ask if they could make allergy free fries.

The CM at the register assured me they could make them and asked me what his allergies were. I went through the list and explained dairy, soy, all grains, egg, etc. and she said they could do them and that they prepare them fresh in the back and will cook them separately but they take longer. I even asked so you're sure they are just potato and seasoning nothing else and she said yes.

Fast forward 40 minutes and there are still no fries. So I called over a CM and asked if she could check on things and she came back and told me a manager was getting them for me. She got me my drink and I waited some more. 1 hour and 5 minutes after my initial order I asked to speak to a manager and was told they didn't have my order at all. Not only that but they cannot make soy free fries because they are all pre-cooked in soy oil and she pulls out the ingredient list and they are coated with various other ingredients my son can't have.

This was the very first time we didn't have a manager called out when we told them about our allergies but since I had read numerous reports about how they were trying to get away from that and use the allergy menus and such I went with it. Now I know better. Especially for kids as complicated as mine, but maybe even for anyone with life threatening allergies, I will be sure to ask for a manager/chef or at the very least go through the ingredient list from now on.

Thankfully, my DS wasn't upset for long as he was distracted by the snack stand with the soda bottle that sprays water. He got some grapes instead and we moved along. I did mention it to guest relations though as I found it very concerning this CM seemed so confident about the information she was giving me that was so very wrong. Hopefully, this was a total fluke and not something that is going on regularly since the transition to the new way of handling food allergies.

Just thought I'd give a heads up in case anyone else runs into this sort of thing. Double check before you order by reading ingredients or talking to a manager. I suppose if it's on an allergy menu that might be okay too but I wasn't even offered one here so I'm not sure if they have them.

I'm confused - what exactly was the issue? I get it that one of the issues was that you were told they could make the specially prepared fries and they never appeared (that's a huge issue!) but I'm not sure what the issue is with the manager/ingredient list. Did you ask for a manager or the ingredient list and they wouldn't show it to you at first, or did you not ask?

Also, which restaurant did you go to?

 

[disfan07]

Getting fresh fries at a QS in the parks is essentially impossible. Most will not have fresh potatoes, or really, the time to do them. At least that's what it was like in September. The resort QS though had a lot more flexibility.

As far as the allergy menus and chefs/managers...I have 30+ food allergies. They always gave me the allergy menu at restaurants BUT the chefs and managers always came out to talk to me and figure out what I wanted. Over the 6 days we were there, I never had a meal without talking to a chef or manager and I always saw the ingredients when I asked. What you experienced was definitely not what I experienced at all.

A bunch of the chefs and managers told me that the allergy menus are meant for only the top 8 allergens and/or only a few allergens. The whole point of those is to free up the chefs and managers so they can deal with more complicated allergies. One of the chefs at Chef Mickeys told me that the big problem was that parents of kids with 1 or 2 allergies were wanting special food for their kids even if those ingredients were either not on the menu at all, or not in the specific food the kid wanted. They still did all the allergy precautions, etc but because it wasn't a "special meal" parents were complaining. It was all just too time consuming for the chefs. And honestly, after what I've read on these boards about vegetarians and vegans claiming "allergies" to get special meals, or people claiming "allergies" because they don't like a particular food, I'm not surprised they are trying to cut down on how many guests the chefs/managers need to see personally. But still, if you ask, even if it's just 1 or 2 allergens, the chef/manager will still come out to discuss things. But I never had to ask...they always just came

 

[Dis703]

I'm confused - what exactly was the issue? I get it that one of the issues was that you were told they could make the specially prepared fries and they never appeared (that's a huge issue!) but I'm not sure what the issue is with the manager/ingredient list. Did you ask for a manager or the ingredient list and they wouldn't show it to you at first, or did you not ask?

Also, which restaurant did you go to?

This was at Studio Catering Co. and was the very first time we weren't immediately offered a chef, but no I didn't ask for one nor did I ask for a menu. We'd never had to ask in the past, but that's basically what I'm saying is now I know better. The CM at the register seemed very confident and answered all of my inquiries about the food herself which she obviously shouldn't have because she was completely wrong. She told me they would be made fresh, told me they were just potatoes in a safe oil with seasoning no coating (after I specifically asked) and assured me they were made in a dedicated fryer. However, she was wrong on all counts. They are precooked frozen fries with coating, they are cooked in the same fryer as a the chicken nuggets, and they don't have any fresh potatoes on hand at all.

The hope would be if the order hadn't been lost someone would have immediately noticed they couldn't make those type of allergy free fries, but that also depends on them putting the order in correctly too. She did have some but not all of the allergies on the receipt with the order.

I do hope it was a complete fluke and that CMs at the register aren't regularly trying to assist customers with food allergies when they don't know about the actual food or cooking process but thought I'd share in case someone else comes upon a seemingly knowledgeable cashier taking their order.

It's the very first time we've ever had an issue like this, but like I said I won't be taking chances in the future and will be sure to always ask for a chef/manager and/or to check the ingredients from now on.

 

[Dis703]

Getting fresh fries at a QS in the parks is essentially impossible. Most will not have fresh potatoes, or really, the time to do them. At least that's what it was like in September. The resort QS though had a lot more flexibility.

When we went for the first time with all of our boys in 2013 we had a much easier time in both parks and at resorts. There were several locations that had fries made in dedicated fryers that were only potato cooked in canola oil and then sprinkled with salt. But we've been a few times since and did not have any luck finding safe fries at all. I was holding out hope that a few places might have gone back to the old version but so far no such luck.

 

[DisneyOma]

This was at Studio Catering Co. and was the very first time we weren't immediately offered a chef, but no I didn't ask for one nor did I ask for a menu. We'd never had to ask in the past, but that's basically what I'm saying is now I know better. The CM at the register seemed very confident and answered all of my inquiries about the food herself which she obviously shouldn't have because she was completely wrong. She told me they would be made fresh, told me they were just potatoes in a safe oil with seasoning no coating (after I specifically asked) and assured me they were made in a dedicated fryer. However, she was wrong on all counts. They are precooked frozen fries with coating, they are cooked in the same fryer as a the chicken nuggets, and they don't have any fresh potatoes on hand at all.

The hope would be if the order hadn't been lost someone would have immediately noticed they couldn't make those type of allergy free fries, but that also depends on them putting the order in correctly too. She did have some but not all of the allergies on the receipt with the order.

I do hope it was a complete fluke and that CMs at the register aren't regularly trying to assist customers with food allergies when they don't know about the actual food or cooking process but thought I'd share in case someone else comes upon a seemingly knowledgeable cashier taking their order.

It's the very first time we've ever had an issue like this, but like I said I won't be taking chances in the future and will be sure to always ask for a chef/manager and/or to check the ingredients from now on.

Thank you for clarifying - I see that it would be confusing if you used to not have to ask for menu/manager in the past, that it was automatic, and isn't automatic now. I'd think they'd hand you the food ingredient list as soon as you mentioned allergies though - that's what I would do if I was a cashier!

 

[mistysue]

Sorry you had to wait so long. Our last attempt at QS in hollywood studios was an hour wait too... and about 40 minutes in they brought my son out an order of regular chicken nuggets instead of the allergy tenders! I'm glad you didn't get the wrong fries because those would be harder to tell. The manager brought them right to our table, we looked and asked if those were the right ones and he was like "oh, this is the allergy order?" and took them back.
QS can be so frustrating with allergies. That is crazy how the cashier acted so confident and answered everything wrong.

Overall I'm happy with the idea behind the allergy menus because we experienced first hand having to wait crazy waits at every meal and nothing being interesting because they are overworked. Sort of a strange complaint to parse, but it was frustrating to watch somebody with one allergy get super exciting looking foods and read complaints that it wasn't over the top enough- then my son is waiting a half hour for an unseasoned piece of meat with steamed veggies three times a day. His food at Disney doesn't even get to regular levels of interesting but others take the chef's time to complain that it wasn't interesting enough or the dessert was only 3 or 4 items as he gets a single plain scoop of ice cream if that's even available. We have one place we can eat out when not at Disney, often we don't leave our house anymore because DS has contact reactions all over the place. So to him it's exciting to get so little, but it would be cool if just one out of the 20 ADR's we have just had a single baked good, had anything besides plain rice dream or would just offer a noodle, a rice dish, or anything besides "piece of chicken/steamed white rice/steamed veggie all with salt and pepper." He can't even get a normal variety of food until fewer other people are expecting over the top special food. (his allergies aren't that hard really- basically top 8 + buckwheat, sesame, cottonseed)

Of course ask for a chef or manager when you need clarification or are uncomfortable. I'm just saying the menus aren't just to cut labor to be neglectful, it's more about being able to take care of people who have atypical situations. They have had a legitimate problem with overly demanding customers who have a common allergy they know how to handle without the consultation.

 

[LeeAnn]

This happened many times this past year, once they started using the books instead of the chef. Any many many employees would insist that is was safe but I would look in the book and it was not. They need to train their employees better. One had me go on on the other line because he didn't want to bother with the allergy. It was very frustrating. And it was not like my past years experience. I thought Disney was great with allergies.

I have learned that you have ask for the manager and the book. There too many oops from the employees. That could have been deadly. You have the on top of it.

 

[BethCPTSD]

Dis703, I'm sorry you had such trouble with this situation, but I'm also thankful that your little one didn't end up eating something and having a reaction!! That also would have been very bad! Hopefully it will be easier in the future!

 

[MinnieMSue]

I am sorry you had his issue - it is scary what could have happened had they brought him an order of fries that he is allergic to. I worry about my friends kids who have so many allergies and how one careless person could cause such disaster. Glad you are so well informed

 

[GirlDreamer]

I worked for Disney several years ago, and they took allergies very seriously then. I was a server in Akershus in the Norwegian pavilion we had to get the chef if anyone on the table even mentioned allergies. We weren't allowed to deal with them at all. You do however, get some people that are self declared "specialists" when it comes to allergies. They think they know what they're talking about when they really don't. So my guess is that the CM was meant to have gotten a chef or a manager, but for some reason chose not to.