A number of days in the past, I wrote about how well-liked aviation YouTuber Nonstop Dan had a horrible flight in Kuwait Airways firstclass, the place he was threatened for filming. This primary concerned the purser, then the captain, then the bottom employees, after which the police. The extent of escalation right here was simply ridiculous.
How is the airline responding to all of this? I’ve gotta be sincere, I used to be anticipating the corporate to only double down and make the state of affairs worse, as that’s all too frequent amongst some airways (particularly ones owned by governments, the place nobody needs to take accountability for failures). So there’s an interesting replace, because the response isn’t in any respect what I used to be anticipating…
Kuwait Airways points real apology for incident
To start out, for individuals who didn’t watch half one and two of this saga, see under (half one is the flight overview, and half two is in regards to the inflight incident).
This has now became a trilogy, with Dan offering an replace concerning the communication he has obtained from the airline following his movies being printed.
Anyway, shortly after importing the video sharing his model of occasions, Dan obtained an e mail from the Kuwait Airways Chairman and President (that is clearly written by him and never a PR agency, based mostly on the language, grammar, and so on.):
I’m deeply sorry for what occurred to you on board certainly one of our flights from Bangkok.
First, I wish to apologize for the unacceptable conduct of the flight crew chief on the flight, and for the misconduct of the airport employees.
I guarantee you that we at Kuwait Airways is not going to enable such an incident to move with out taking deterrent motion towards any of our workers who hurt the corporate’s repute.
Kuwait Airways has been serving our passengers for over 70 years, and we’ve by no means witnessed such misconduct towards our visitors earlier than.
Subsequent, Dan obtained an e mail from a member of the royal household of Kuwait. Whereas he can’t share it in full, he describes it as an “distinctive response,” the place the individual states he’s “extraordinarily sorry in regards to the unacceptable and unlucky incident.”
Lastly, Dan obtained an official assertion attributed to the Kuwait Airways Chairman and President (that is clearly a extra “polished” message than the unique one he obtained):
At Kuwait Airways, we maintain passenger privateness and luxury as basic rules in our operations. Concurrently, we genuinely recognize the significance of clear and open evaluations from our passengers, as these evaluations assist us continuously enhance our providers.
We sincerely remorse any misery or discomfort you skilled throughout your current flight with us. Whereas we neither verify nor deny the specifics of the allegations, we absolutely acknowledge your issues and have initiated a radical investigation into the incident.
As Chairman, guaranteeing that each passenger feels revered and cozy onboard is personally vital to me. We acknowledge that clear communication round our insurance policies concerning filming and passenger privateness is important, and we are going to guarantee these tips are clearly said going ahead. We additionally intend to speak instantly with you concerning the end result of our investigation and the particular measures we’ll take to stop such conditions sooner or later.
Kudos to Kuwait Airway for the way it’s dealing with this
Kuwait Airways deserves a whole lot of credit score for the way it’s dealing with this, and this incident truly makes me suppose extra extremely of the airline than I did earlier than this complete incident.
It’s simply far too frequent for airways to turn out to be dismissive in these sorts of conditions, and cite “safety” to justify one thing, even when no precise insurance policies have been damaged. However wow, what a response that is. First he obtained an unconditional apology from the top of the corporate.
Then there was a extra “cleaned up” message, and maybe essentially the most shocking half is that the corporate guarantees to share updates in regards to the consequence of its investigation, and what it’s going to change sooner or later. And that claims nothing of the message from a member of the royal household.
And by the way in which, large credit score to Dan for his classiness right here as effectively. He has refused a ticket refund and different compensation, and in his response to the Chairman, he added the next:
If I’ll make one request — it’s that some sympathy is prolonged to the purser concerned. I might hate for his life or profession to be negatively impacted attributable to an absence of coaching or preparedness in the best way to deal with a state of affairs like this. I hope he’ll be given an opportunity to be taught and develop from this.
There are such a lot of airways that would be taught a factor or two from Kuwait Airways right here. For instance, one other well-liked YouTuber, Josh Cahill, is banned from Qatar Airways, after they didn’t like his evaluations. Is it truthful for the airline to suppose he’s annoying? Nicely, no remark.
However my gosh, don’t give the man the privilege of being banned, as a result of he loves it. He opens each certainly one of his movies speaking about how he’s proudly banned from Qatar Airways. I believe that’s the prime instance of company stubbornness, and of the Streisand impact. I do know this occurred underneath a earlier CEO, however it actually appears like that must be undone, as a result of why give him the privilege of constructing such claims?
Backside line
Kuwait Airways has responded to a adverse viral YouTube video in one of the best ways doable. The airline has acknowledged that what was witnessed was unacceptable, has promised to carry out a full investigation, and has even dedicated to sharing an replace on what the investigation determines, and what steps will probably be taken to stop this sooner or later.
As a lot because the preliminary incident left me with a really adverse impression of the airline, the response makes me suppose extra extremely of the airline than I did earlier than all this began. Then once more, that’s nonetheless not a really favorable impression, based mostly alone Kuwait Airways firstclass flight. 😉
What do you make of Kuwait Airways’ response to this incident?
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