Poor gf food on cruise - update and resolution

[Sapphire10]

Update -

Finally after 8 months and having to involve Abta, I have received an apology, a small recompense, but most importantly assurance that the cruise company (Azamara) will in future make sure their gluten free options amount to more than just a piece of dry gf bread (no crackers on board) and that their adapted meals will be prepared with care and be more imaginative for those that have issues other than Coeliac Disease or gf intolerances.

I have never had to complain about gf food/being veggie too, on any other cruise ship and I've since cruised on MSC and P&O, both of whom had a good variety of options available.

I'm glad to report a positive outcome and thanks to everyone that understood and supported my frustrations and annoyance in my original post below.

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I booked an upmarket cruise with my daughter for a special occasion and her 1st cruise. I've cruised with other cruise lines, and always check ahead that my gf, vegetarian, and Bell pepper allergy can be catered for. Never had any issues, generally good, sometimes exceptional. This time was awful. Not even gf crackers on board for cheese and biscuits and just pretty awful gf bread. I had the same dessert 4 times running in the restaurant as desserts couldn't adapted to gf, even though I'd been assure my choice could be, and only fruit was the other option. I went the 3 days with no options on the room service menu (can't comment re previous cruises as not had that option before but thought it would be nice to sit on balcony with lunch, since special cruise). Once I raised this, a paper list was eventually provided with food that could be made gf. We both tried again and again to discuss with the head waiter re meals (I always had to choose my food the night before which I've done on other cruises and isn't normally a problem) and each time he was convincing that it was all resolved, but due to the limitation of gf ingredients on board I think it was beyond his control. I'm just glad this wasn't my first cruise as I don't think I'd cruise again. I complained on board as wasn't really resolved, and they couldn't understand what had gone wrong as normally they process dietary needs on to the system as they receive them, so they are prepared. I emailed my dietary needs following their instructions, and got an acknowledgement so maybe mine got lost. I'm thinking of complaining to the company. Never had to complain before about this so I have no idea if it will be worth it. But I'm more aggrieved because I paid more for this cruise to get an exceptional and special experience and got worse food than on the usual cruise lines. I saved hard for this. Has anyone had a similar experience? Thanks.

[Hidden]

Sounds like you were given quite the runaround. Not got any comparable experiences as I resolved to not go on hotel-based holidays or stay in hotels ever again due to ongoing and repeat poor experiences. I would raise a mega complaint to that company given the money you spent and the experience you had.

[Sapphire10 in reply to Hidden]

Thanks Benjamin. I think I will complain. Easy not to but I just feel we are treated unfairly a lot of the time and we can't help having a health condition.

[BabsyWabsy in reply to Sapphire10]

I agree with Benjamin. If you give them some constructive feedback, you give them an opportunity to improve and perhaps make the experience better for others with similar issues.

[Sapphire10 in reply to BabsyWabsy]

Thank you. I hope it is better for others after raising it.

[Hidden in reply to Sapphire10]

Personally I think things are getting worse not better for GF and allergen matters generally. The pandemic lockdowns seem to have encouraged an attitude of 'couldn't care less' to any special dietary matters - because companies have lost money, they are focussed on simply making their money up again with the least amount of additional customer service/consideration.

[BabsyWabsy in reply to Hidden]

I think you are right. Recently, I went to a well known coffee chain with my son and his family, where previously I have enjoyed a GF toasted sandwich. Absolutely nothing they could offer me. Family all had sandwiches and cake. I had a cup of tea. Completely excluded. In a sense, I think Natasha's Law has had the unintended consequence of stopping food businesses providing food for people with allergies or intolerances of any kind because they see it as too much of a risk.

[Hidden in reply to BabsyWabsy]

They go with the latest fad, and for many well known coffee chains, gluten free was a fad that has now being replaced by plant-based/vegan. Many also have changed their milk, and if the well know chain is Costa - post on here that they changed their alternative milks to ones that are not safe for coeliac and lots made ill. Having a food-based medical illness means nothing to the profiteering cafes. Yes, Natasha's Law has shone a light on the issue and many have pulled up the drawbridge rather than address their poor standards.

[Kim1950 in reply to Hidden]

Hi Benjamin123, It's a pity you've given up on catered holidays. So far this year we've been on three coach holidays with Apha Travel and stayed in their own Leisureplex Hotels. I had no problems with my diet, the choices were limited but they were there. The standard was not haut cuisine but fairly standard, a bit like my school dinners of the past. I had plenty to eat and had to go on a diet after each trip. We picked Alpha Travel as they are a mutual company, and the hospital took my licence away and we didn't fancy sitting around doing nothing until I got it back.

[Hidden in reply to Kim1950]

Hi Kim1950, I just don't run the risk anymore. I'm exhausted having to educate waiting staff, serving staff, and still getting ill. Just not worth it in my books. I trust absolutely no one with my food anymore.

[Sapphire10]

Benjamin and BabsyWabsy - you both make really good points. It's a shame as we always end up paying more than customers with no issues, but getting very little choice, and in some cases, no choice at all. You nearly always have to plan ahead to go out anywhere and always carry a gf snack with you when going out in case someone spontaneously suggests you have coffee/cake somewhere.

[BabsyWabsy in reply to Sapphire10]

I sometimes carry a small packet of GF oatcakes for emergencies now.

[Hidden in reply to Sapphire10]

True. Snacks are fine, but if you have to stay over somewhere for any length of time it's impossible. Limits your world massively. I hate that the standards are so impossibly poor for us all, and no one bothered about improving things.

[Kim1950]

Hi Sapphire10, which cruise line was this? I'm booked to go away in September with Fred Olsen. Apparently I will be meeting with the executive chef to discuss my dietry requirements. I have looked at their sample menus and there are GF choices labelled, not a lot, but they're there.

[Sapphire10 in reply to Kim1950]

Hi Kim. The cruiseline was Azamara. I've not cruised with Fred Olsen but I've never had this issue any other cruise. I've either spoken in depth with the head waiter, or with the chef in person. The problem on Azamara was the head waiter never really spoke with me. He gave the impression he understood and it was all under control then we'd find out it wasn't. We went to another restaurant - a more casual one, in the day time the last 2 days and the waiter that served us there had excellent communication skills and we had a really good chat about my dietary requirements, which not only did he grasp straight away, but then gave me loads more info on what they could do for me and how they'd get the food from a different area so it was freshly prepared and no chance of cross contamination. I really wished he'd been our head waiter in th other restaurant. We thanked him so much and it made such a difference for our last 2 days dining experience. From what you've said about Fred Olsen, it sounds like they are already aware and prepared for GF diets. I know mine was compounded by being vegetarian but it still should have been fine. Hope you have a good cruise and great food.

[Goffarcob in reply to Kim1950]

We've recently come back from a Fred Olsen cruise and they were very good and very careful, the only problem was on a day shore trip but the next one there was no problem. If you are on Bolette or Borealis I would recommend trying the alternative dining experiences as wellWe have had problems on another cruise line to the extent that I complained which rarely happens. Saying that the main restaurant was OK but they thought serving pre made processed food as against fresh at tea was OK when fresh was advertised. This was not the first problem with this cruise line as we had travelled with them a number of times before.

As I find food can colour the whole holiday experience my preferred cruise line is definitely Fred Olsen.

[Kim1950 in reply to Goffarcob]

Hi Goffarcob, thanks for that. This is our first big cruise so I have two queries, firstly what are the alternative dining experiences? Secondly, which cruise line was the one you had problems with? It would be nice to know which one to avoid.

We are sailing on the Borealis out of Liverpool, we could actually get to the ferry terminal on the bus!

[Goffarcob in reply to Kim1950]

Hi Kim, we were on the Borealis as well. The Lido is good for breakfast and lunch although we didn't use for evening dining. We ate 3 times in the Vasco restaurant although they have now put a charge on this as it wasn't extra on our cruise. They hold a meeting with an executive chef the morning after boarding which is well worth attending for those with dietary requirements and before boarding you order that days evening meal. You order the next days evening meal at dinner which can be a pain but seems to work well as not just restricted to GF meals as they will adapt to personal taste. The one evening where I hadn't pre ordered I just kept it simple with grilled steak and jacket potato (salmon, steak and chicken available every night regardless of main menu)The cruise line I have problems on is Cunard which is a pain as we have been on them numerous times before food problems arose but along with the processed offerings they tend to remove items that are not GF from the plates even if it leaves you with very little for the main meal, even with pre ordering, and not add anything to replace those items. Also the most recent trip with them (last November/December) the amount of dishes with peanuts and sesame seeds was very concerning.

I hope you have a wonderful cruise and can relax and enjoy the whole experience.

[Sapphire10 in reply to Goffarcob]

Sorry you had a poor experience on Cunard. I was on QE in February and they did wonderful food for me, as good as what I've had on Celebrity.

[Kim1950 in reply to Goffarcob]

Thanks for that. I always say, if you want to know the answer, ask the question. We're really looking forward to the cruise. If we like it we'll do a few more. At least with Fred Olsen you don't have to fly, which would be a nightmare at the moment.

[Kim1950]

Hi Sapphire10, I see that Azamara is a US company so I'm not to surprise that ignorance about food intollerance was evident. Friends of mine wanted a vegetarian salad in a restaurant, it had chicken in it, when they queried it the response was along the lines that it was a always in a vegetarian salad. I have generally found that the food in the US is of very poor quality. They seem to eat the most appalling things, and I'm not talking about so called weird foods like cuttlefish (delicious), snails (so-so), octopus (more deliciousness) and squid (this is making me hungry). They eat meat kept and slaughtered in the most unhygienic conditions, which is pumped full of growth hormones and antibiotics and don't get me onto the condition of thier chickens, which are so contaminated that they wash them in bleach! With all the growth hormones in their meat it's no wonder the americans are probably the fattest nation on earth. Sorry for the rant.

[Sapphire10 in reply to Kim1950]

Hi Kim. Yes I agree with all of that. I'm not holding out much hope of any response to my complaint either as I've not even had an acknowledgement email. Azamara was part of RCI till last year and I have cruised with Celebrity which are also part of RCI and they provided me with excellent food. I think Azamara are becoming a bit complacent and not bothered. I read a similar complaint about food on one of their cruise ships on Facebook and regular cruisers with Azamara were very cross with the person who posted and disbelieved her. Clearly have a loyal following.

[Tabbyme]

You need to complain to the company and get a some compensation! Like you say, it was a special cruise and they have basically ruined it. You have an email confirmation that they could deal with your dietary requirements?!, they have not fulfilled their promise to you. I am not a moaned or complainer but this is very different, you had no other option at all on a cruise. Get some advice if needed but definitely you deserve compensation. Good luck and take care. I am also glad to know not all cruises are like that!

[Sapphire10 in reply to Tabbyme]

Hi Tabbyme. I did decide I'd complain after a week of mulling it over and I've sent the complaint 3 times now to different email addresses and 2 haven't responded at all the 3rd email address, an online form, sent an automated acknowledgement. My first complaint was sent almost 28 days ago so on day 28 if I still haven't had a response I'm going to contact Abta. The fact that they appear not to care enough to even respond has annoyed me even more and I'm not ready to let it go now. Why should we be treated less favourably than those who can eat most things? We can't help having an auto immune condition and I'm sure if it was one, such as RA which my poor mum suffered from, which caused a visible disability, things would be very different. In answer to your question, did I get it in writing that they could cater for me, they (surprise!!) didn't respond but their website clearly states they can cater for all dietary needs including gluten free, vegan, dairy free etc. Every cruise I've been on has done so and as I mentioned, all have been good. I don't normally complain either, which is why I was so patient and trusting on this cruise when the head waiter kept promising things. I'm so kicking myself now!

[Tabbyme in reply to Sapphire10]

I'm the same but they certainly need to be brought up on this, especially now, as you say, when they have not even replied. definitely get in touch with abta, don't let this drop, I watched a programme last night about customer services, some do seem to stone wall, bash through it and hold them to account. Good luck 😊

[Sapphire10]

Thank you. I'll post if and when I get a response which hopefully I will if I go via Abta 🤞