I'm not sure how to word this, but one area I've noticed a WDW change has to do with allergy dining. To be fair, it is a mixed bag. WDW (and Universal)staff are usually pretty careful, but we noticed a some change in the last year or so where the regular menus now have more allergen-containing foods than they once did. Wheat, eggs and milk have always been common at WDW, but other allergens like coconut, sesame, and tree nuts used to be fairly rare. They now show up in dishes that diners might not expect to find them, which puts both patrons and staff in a position where they have to be more careful. We've also had multiple mishaps like the ones I will describe here:
On a recent visit, we opted to eat at a TS location. When making ADR, we checked the appropriate boxes for allergens. At the podium, we were advised to remind our server of the allergens, we did. From there, our server repeatedly forgot.
The person w allergy had to ask for the allergen-free menu.
The rest us ordered off regular menu. Some food arrived quickly, other food was slow and arrived cold. The fried chicken coating was soggy mush. Our food was delivered by kitchen staff; they dropped off plates then quickly left. We had no opportunity to ask them anything before they ran off. Our server did not check on us. We ate the chicken w/out complaining, but it was very meh.
We had long finished eating everything else, and STILL the allergen dish had not arrived. When we finally flagged her down to ask about the missing meal (50min), she asked if we wanted the check. When we said we were still waiting for food to arrive, she did not explain or apologize, she just ran off, I think to place the order.
It gets worse. The plate that finally arrived (60+ after being seated) was NOT what was ordered, it clearly contained the ALLERGEN! Beyond that, our table was still littered with all of our dirty dishes, including appetizers. Our water glasses were long empty. Person w/allergy had to wait another solid 10min with a plate of food they could not eat.
When we finally flagged her down, she was annoyed. In a very annoyed tone, with only a cursory apology, she asked if the person with the allergy was STILL hungry. It was a bizarre response. By this point, we had been seated for about 70minutes.
She left to place order a 2nd time and didn't come back. We still had no water and a table full of dirty dishes, after what could have been a life-threatening allergen exposure. That's when we flagged down another server to ask for the manager.
Another 10 min passed before the manager arrived. Just before he did, our server plus another staff member finally cleared our caked-dirty dishes, the other waitperson refilled our water, and she suddenly sounded apologetic. So when the manager finally arrived, our table was in much better shape. The allergy mishap was only part of really bad service. Still, he was nice. For our part, we calmly explained what had happened. He apologized and offered to cover our meal. Really though, they were lucky we caught the server's mistake. After he spoke to us, the allergen meal finally arrived (at least 85min)
After that, our server became more apologetic, but it was only after we asked for the manager. Mind, I used wait tables; I'm usually very sympathetic to the challenges of the job. IMO though, given the life-threatening nature of the situation, the manager was also a bit slow to arrive.
Ten+ minutes could = the difference between life and death.
Alas, this was not the only mishap this visit. We had 2 mishaps over at Universal, except the staff there was more immediately apologetic, but they also appeared to lack proper allergen training.
At one quick-serve, we asked if the granola had tree-nuts. Staff said the granola was nut-free, though she did offer to verify w/chef. Sure enough, the granola had cashews. In this case, we were not asking for an allergen-free food. We kindly let the cashier know that the granola has cashews. She said, "Oh, I knew that. I didn't know cashews are tree-nuts."
The next day at Helios, we also encountered a waitstaff member who was friendly, and trying to be helpful, but nobody there seemed to have allergen training when we asked. They suggested we order a menu item that 100% contained the allergen we were asking to avoid. Like picture offering normal pastry to someone with a wheat allergy. We then asked, "Are you sure this pastry is wheat-free?" They then confessed they weren't sure, apologized, and followed up to make sure we were given an allergen-free food. We had a short conversation w the manager there as well, so hopefully their staff will get more allergen training.
Still, the 3 incidents in one visit were a bit unsettling. WDW and Universal staff are usually informed and careful about food allergens- or at least they used to be. As I said in my opening, this is just what occurred on my most recent visit. I hope both properties get back to the kind of service they have previously provided.