Gatwick Airport - South Terminal - Anonymous Review

I often struggle at airports when it comes to eating out because of my allergies so I like to plan ahead carefully.

Before flying from Gatwick, I noticed there was a Nando’s in the South Terminal. I checked the allergen menu in advance and was pleased to see a gluten-free plant-based chicken option, so I decided what I would order before arriving.

When I got there, the host explained I would need to be seated by a manager and place my order through them due to my allergies, a pretty standard procedure in restaurants. A female manager then came over and confirmed that the plant-based chicken was gluten-free based on their information at the time.

I went up to the till to order, where a different manager, Gregg, took my order. He processed everything and then proactively showed me the allergen information on the screen so we could double-check together. To both of our surprise, it showed that the plant-based chicken actually contained gluten. He immediately double-checked with the kitchen and explained that there had been a recent ingredient update. He apologised profusely and could see I was disappointed.

To make up for the inconvenience, he kindly offered a discount along with a free side and drink with my adjusted main meal. He didn’t need to do that but it was a thoughtful gesture. He also informed the other manager who had previously given me the incorrect information.

I really appreciated that he took the time to verify everything so carefully I avoided being “glutened” again, which unfortunately happens more often than it should when travelling through Gatwick. Every member of staff I dealt with was friendly but Gregg was great. This is a particular shout out to Gregg. I wish there were more managers in chains than took allergies are seriously as he did. Absolute diamond. He contributed massively to a really positive start to my journey and my holiday. It was reassuring to see how seriously they took allergy safety. Thank you Gregg!