Several days ago, I wrote about how popular aviation YouTuber Nonstop Dan had a horrible flight in Kuwait Airways first class, where he was threatened for filming. This first involved the purser, then the captain, then the ground staff, and then the police. The level of escalation here was just ridiculous.
How is the airline responding to all of this? I’ve gotta be honest, I was expecting the company to just double down and make the situation worse, as that’s all too common among some airlines (especially ones owned by governments, where no one wants to take accountability for failures). So there’s a fascinating update, as the response isn’t at all what I was expecting…
In this post:
Kuwait Airways issues genuine apology for incident
To start, for those who didn’t watch part one and two of this saga, see below (part one is the flight review, and part two is about the inflight incident).
This has now turned into a trilogy, with Dan providing an update regarding the communication he has received from the airline following his videos being published.
Anyway, shortly after uploading the video sharing his version of events, Dan received an email from the Kuwait Airways Chairman and President (this is clearly written by him and not a PR firm, based on the language, grammar, etc.):
I am deeply sorry for what happened to you on board one of our flights from Bangkok.
First, I would like to apologize for the unacceptable behavior of the flight crew chief on the flight, and for the misconduct of the airport staff.
I assure you that we at Kuwait Airways will not allow such an incident to pass without taking deterrent action against any of our employees who harm the company’s reputation.
Kuwait Airways has been serving our passengers for over 70 years, and we have never witnessed such misconduct toward our guests before.
Next, Dan received an email from a member of the royal family of Kuwait. While he can’t share it in full, he describes it as an “exceptional response,” where the person states he’s “extremely sorry about the unacceptable and unfortunate incident.”
Lastly, Dan received an official statement attributed to the Kuwait Airways Chairman and President (this is obviously a more “polished” message than the original one he received):
At Kuwait Airways, we hold passenger privacy and comfort as fundamental principles in our operations. Simultaneously, we genuinely appreciate the importance of transparent and open reviews from our passengers, as these reviews help us constantly improve our services.
We sincerely regret any distress or discomfort you experienced during your recent flight with us. While we neither confirm nor deny the specifics of the allegations, we fully acknowledge your concerns and have initiated a thorough investigation into the incident.
As Chairman, ensuring that every passenger feels respected and comfortable onboard is personally important to me. We recognize that clear communication around our policies regarding filming and passenger privacy is essential, and we will ensure these guidelines are clearly stated going forward. We also intend to communicate directly with you regarding the outcome of our investigation and the specific measures we’ll take to prevent such situations in the future.
Kudos to Kuwait Airway for how it’s handling this
Kuwait Airways deserves a lot of credit for how it’s handling this, and this incident actually makes me think more highly of the airline than I did before this entire incident.
It’s just far too common for airlines to become dismissive in these kinds of situations, and cite “security” to justify something, even if no actual policies were broken. But wow, what a response this is. First he received an unconditional apology from the head of the company.
Then there was a more “cleaned up” message, and perhaps the most surprising part is that the company promises to share updates about the outcome of its investigation, and what it will change in the future. And that says nothing of the message from a member of the royal family.
And by the way, big credit to Dan for his classiness here as well. He has refused a ticket refund and other compensation, and in his response to the Chairman, he added the following:
If I may make one request — it’s that some sympathy is extended to the purser involved. I would hate for his life or career to be negatively impacted due to a lack of training or preparedness in how to handle a situation like this. I hope he’ll be given a chance to learn and grow from this.
There are so many airlines that could learn a thing or two from Kuwait Airways here. For example, another popular YouTuber, Josh Cahill, is banned from Qatar Airways, after they didn’t like his reviews. Is it fair for the airline to think he’s annoying? Well, no comment.
But my gosh, don’t give the guy the privilege of being banned, because he loves it. He opens every one of his videos talking about how he’s proudly banned from Qatar Airways. I think that’s the prime example of corporate stubbornness, and of the Streisand effect. I know this happened under a previous CEO, but it really feels like that should be undone, because why give him the privilege of making such claims?
Bottom line
Kuwait Airways has responded to a negative viral YouTube video in the best way possible. The airline has acknowledged that what was witnessed was unacceptable, has promised to perform a full investigation, and has even committed to sharing an update on what the investigation determines, and what steps will be taken to prevent this in the future.
As much as the initial incident left me with a very negative impression of the airline, the response makes me think more highly of the airline than I did before all this started. Then again, that’s still not a very favorable impression, based on my own Kuwait Airways first class flight. 😉
What do you make of Kuwait Airways’ response to this incident?
Kuwait Airways need to train their crew about how to handle this social media issue . Not only they don’t allow passengers to film any video but also their crews are not allow to post their photos while in uniform on any social media platform . Not surprised while the purser or the Chief cabin handle the situation in that way . Moreover most of their crew are foreigners so this mean you could be...
Kuwait Airways need to train their crew about how to handle this social media issue . Not only they don’t allow passengers to film any video but also their crews are not allow to post their photos while in uniform on any social media platform . Not surprised while the purser or the Chief cabin handle the situation in that way . Moreover most of their crew are foreigners so this mean you could be kicked out of the airline at any circumstances depending on your luck . So please do understand the situation of the chief of that flight . During the Covid , KU laid of many good and professional foreigner crew who had worked hard for the airline without concern about the tickets or cargo to send them back home . After COVID , The airline called only the young crew back ; not the senior. Not only they need to train their crew about how to handle the social media . But have to fix the moral of management as well because it affects the decision of the crew and later the reputation of the airline.
To quote from a post below by the Guest Christian …. “Hats off to (those who lack) erudition and congratulations on the apparent fact that your feces are not odoriferous”. However, even Eskimo would know how to spell faeces old bean.
One gets the impression that Christian is trying to say that far too many contributors posts have a marked lack of quality about them, in other words are simple excrement.
I couldn’t...
To quote from a post below by the Guest Christian …. “Hats off to (those who lack) erudition and congratulations on the apparent fact that your feces are not odoriferous”. However, even Eskimo would know how to spell faeces old bean.
One gets the impression that Christian is trying to say that far too many contributors posts have a marked lack of quality about them, in other words are simple excrement.
I couldn’t possibly comment!
As for the smell …. the jury is still out on that point Christian.
Great post! Kuwait Airways handled the issue with great skill. Never do airlines show this degree of awareness. A similar pleasant surprise came up today when I asked for a Spirit Airlines seat upgrade — smooth and respectful.
Looking at all the horror stories on Trip Advisor about Kuwait Airways, I’d take the CEO’s abject apology with a grain of salt. The company obviously has a horrible culture and while the “official” apology looks good I cannot see it actually making improvements.
I would not fly with Kuwait, ever!
It’s 2025 and it’s a shame that any airline behaves so defensive of its service. Aviation YouTubers, at least a few of them, render an amazing service to many of us. Airlines should understand these tubers can become free marketing. Emirates and Etihad have never complained for any negative reviews. In my view that defines the class of an airline. They enjoy the good reviews and take the negative ones as an opportunity to improve.
I would prefer getting an honest review from Dan over Josh. Josh is just too dramatic (manufactured drama) and gives me click-bait vibes. Cringe!!!! Simply Aviation is also a very good one and perhaps my favourite among the three.
I recommend Sanspotter if he uploads; Flight Formula is kind of like a diet version of Brutally Honest, but he is very good. The Flip Flop Traveller is also a very good flight YouTuber.
One has just wasted goodness knows how many minutes wading through the comments section below …. my conclusion is that so many of people who post herein are such moronic individuals.
Thankfully, I do not need to be associated with them on a personal basis. I will never need to observe their antics while transiting an international airport. I will never need to experience their foul mouth use of the English language. Nor will...
One has just wasted goodness knows how many minutes wading through the comments section below …. my conclusion is that so many of people who post herein are such moronic individuals.
Thankfully, I do not need to be associated with them on a personal basis. I will never need to observe their antics while transiting an international airport. I will never need to experience their foul mouth use of the English language. Nor will I have to endure their uncouth ignorance towards airline staff.
I do not travel in ‘cattle class’, nor do I wish to experience their like in F or J. By allowing them free rein to lower the standard of this blog Ben is not doing himself any favours. Moderation is required and soon please.
Self centered hypocrite?
Just like Tim. The problem is not Ben or other people, it's you.
Really Bro, the pot calling the kettle BLACK!
Learn the true meaning of the English words you use sunshine.
Really Bro, the pot calling the kettle BLACK!
Learn the true meaning of the English words you use sunshine.
@Aero
Judging by your tenuous grasp of grammatical correctness in your two sentence response to Eskimo, I question your status as an exemplar of the English language.
BTW: like you, I fly premium. But unlike you, I'm better educated. Did you attend a common government school?
Home-schooled most likely.
Do read my response to John, Uncle …. you too have a lot to learn about the lifelong struggles of some individuals.
John, well spotted old bean.
People nowadays broadcast their dyslexia and wear the disability as a badge of honour. In my day we were considered to be ‘backward’ or ‘thick’. However, with the appropriate schooling and assistance, one was able to obtain two engineering degrees. Pilot both rotary and fixed wing aircraft in the service of my country and become highly decorated for my efforts to boot.
Notwithstanding, I still cannot spell for...
John, well spotted old bean.
People nowadays broadcast their dyslexia and wear the disability as a badge of honour. In my day we were considered to be ‘backward’ or ‘thick’. However, with the appropriate schooling and assistance, one was able to obtain two engineering degrees. Pilot both rotary and fixed wing aircraft in the service of my country and become highly decorated for my efforts to boot.
Notwithstanding, I still cannot spell for toffee and as for grammar, one is best advised to rely upon Mr Apple and Mr Google. In response to your “Common government school” jibe, had I not been rescued early enough in my childhood, then intellectually, I might have turned out to be as poorly educated as most who post herein.
One is ever hopeful that today I have been of assistance to you in your endeavours to educate yourself too John.
@Aero - being dyslexic is indeed a horrible disorder & I wish you all the best with it, but being a condescending arse all day long is something else entirely & that can be fixed with a bit of hard work on your part. Good luck with both.
Uncle, thank you for the acknowledgment of my life challenges, such a pity that you found it necessary to be patronising about it. Like you and thousands before you, one soon learns how to ignore such gross ignorance …. :-)
No wonder the Empire fell apart.
They need a dyslexia to study 2 degrees and fly both rotary and fixed wing aircraft.
They really don't have enough people after all the territory they invaded. Something people in the Eastern Mediterranean doesn't seem to understand.
The people of Falkland thanks you for your service and all the tax payers money given to them rather barely making a living with Argentine pesos.
Still lucky you didn't...
No wonder the Empire fell apart.
They need a dyslexia to study 2 degrees and fly both rotary and fixed wing aircraft.
They really don't have enough people after all the territory they invaded. Something people in the Eastern Mediterranean doesn't seem to understand.
The people of Falkland thanks you for your service and all the tax payers money given to them rather barely making a living with Argentine pesos.
Still lucky you didn't have a 3 degree and they didn't promote you more, Empire would have retained India and bankrupt the Empire sending tax payers money to feed tech support scammers.
Hats off to your erudition and congratulations on the apparent fact that your feces are not odoriferous.
One of the primary reasons that he received such attention is because he is a YouTuber. The airline and country would get a lot of good attention for it. I suspect if he was an "ordinary" person that he would not have received such a reply. I do agree his reply about the flight attendant was justified and classy but I am not sure how denying the refund is classy. I have had my fair...
One of the primary reasons that he received such attention is because he is a YouTuber. The airline and country would get a lot of good attention for it. I suspect if he was an "ordinary" person that he would not have received such a reply. I do agree his reply about the flight attendant was justified and classy but I am not sure how denying the refund is classy. I have had my fair share of legitimate complaints toward airlines and hotels over the years and whether I have member status or not they tend to treat me ordinarily like everyone else.
Surprised people dislike Dan so much. I don't enjoy his content much but mainly because he doesn't ever drink and is vegan. The range of his onboard experience is just going to be too different to mine.
While he sometimes maintain a thin veneer of politeness, it all comes down to his increasingly insufferable attitude in recent years, as opposed to his onboard drinking or eating habits. And an unfortunate tendency to dramatize utterly banal things. Case in point: the time he got 'locked in' at an airport and made an entire vid on it. Thing is....he wasn't ever 'locked in'. That goes right to the heart of his honesty, or lack thereof.
I am always amazed at how some people seemingly need to drink to get thru their day.
I mean I totally agree. I pretty rarely drink on flights these days. But I do think the onboard wine list (and 'normal' menu) when traveling in a premium cabin is a key part of the offering for most people
That's odd, my comment disappeared.
@christian:
That has happened to me a few times as well. Usually after the amusing message "posts from new users are being moderated"
I'm not sure if there's a correlation but after my mention of the vanishing comment it returned. I've been commenting on Lucky's blog for 15 years so the "new" part is worth a snort of amusement.
Non-stop Dan is one of the most annoying, rude and entitled YouTubers out there. I’ve tried to block his content because he is simply so out of touch with how rudely he comes across to everyone he interacts with. Yet his content still seems to leak through. And whenever I see it I am appalled at what a nasty person he is. I wouldn’t believe a word he says and I think he needs a new career
That's for sure!!! It's too bad they didn't toss his ass in jail and throw away the key! Cant stand the little twink.
Wow. A person voices their opinion and you want them thrown in jail. You are nothing less than feeble-minded and a human void of sense.
He has a million subscribers. Believe me, he doesn't need a new career. He doesn't even know you exist.
Look at all your answers over here, why are you such a simp?
@Eskimo very correctly points out 'Non-Stop-Drama' Dan and Josh Cahill are both contemptible gits. Josh much more so than Dan. Mind you, they weren't always like this. It's been a painful evolution to watch two earnest travel vloggers morph into swellheads as their profiles and viewerships increased. Leaving aside Josh, Dan was however owed an apology of sorts because that purser was simply out of line.
I dunno, even when posting here, Dan came off as entitled and somewhat annoying…unlike some of Lucky’s other previous people posting on here, I wasn’t sorry when he left.
I've always had difficulty telling Josh Cahill and Nonstop Dan apart. All cunts tend to look the same to me.
You’re a miserable a-hole jerk
@Leigh
He ain't lying tho...
Au contraire, I'm actually a very joy-filled a-hole jerk.
I always start my contacts with anyone in Kuwait with , “ well, that’s not what the Emir told me just this morning!”
I hope these rogue employees enjoy their time being flogged and … beheaded?
Are you freaking kidding me.
I live in Kuwait and I can most definitely tell you that is not what happens. I hope the comment is made in jest. They will probably be re-trained and then we will see what happens.
Ben, I’m curious who your favorite aviation YouTubers are. Seems to be a heated debate on Dan and also Josh Cahill. Personally for me, I am a big fan of Simply Aviation, especially since they focus most on Economy class.
I think the flipflop traveller is pretty great. Videos are not too click-baity, and has a good eye for detail. He also doesn't show this face on camera, so can't get preferential treatment.
I agree flipflop is really good. He goes to quite some lengths to provide descriptions of what the food looks like, doesn't draw attention to himself by disturbing everyone in the of the cabin with announcements such as 'we're flying over Kuala Lumpur and I have just ordered an espresso, so let's see what they bring me' and also has an artistic side to him with the music and landing footage etc.
@John Doe, I agree and I'd also add "The layover aviation" I like the fact that he always add technical tidbits in his videos. Special mention to Patrick Shea as well
Noel Philips! He's extremely low drama. Only issue is he says "quite nice actually" way too much, almost as often as Sam Chui's head bobbing, but I just turn those occurrences into a drinking game.
I understand the Josh Cahill hate. He is manufactured drama all the time. But Dan, while sounding a little spoiled at times is generally really fair. My main "beef" with Dan is he is vegan and used to not drink at all. (I think he might drink occasionally now) I like to get an idea of what my food and drink options would be on board. I do not though think he is "Non-stop Drama"...
I understand the Josh Cahill hate. He is manufactured drama all the time. But Dan, while sounding a little spoiled at times is generally really fair. My main "beef" with Dan is he is vegan and used to not drink at all. (I think he might drink occasionally now) I like to get an idea of what my food and drink options would be on board. I do not though think he is "Non-stop Drama" but to each their own I guess. But for those who mentioned Flip Flop Traveler, he is absolutely the best. If I just want to know if a hotel or airline is good I know I will get that 100% from Kevin. (The FlipFlop traveler)
Dan may be generally fair-minded in the substance of his reviews, but that doesn't make him any less insufferable as a person. The old distinction between being decent at one's job while being problematic as an individual can apply to situations where the 'personal brand' is part of the job- and indeed it's less easy to tackle there than within a corporate context with defined 'values and behaviours'.
I discovered Patrick Shea's channel not long ago and I really like his videos. He even flyes coach (gasp!) and has a very balanced approach to the good and bad each airline has to offer. He always tells you something about the history of each airline, which I find very interesting.
And, most importantly, there's zero fake drama (even when he has faced actual problems when traveling, e.g., identity theft) and zero 'look at me/my face/my butt/etc' attitude.
Simply Aviation, The Layover Aviation, and Patrick Shea to name a few. I like channels that make you feel you're actually traveling on the flight (unfiltered audio, less music, footage from the dynamic flight phases, etc). Dan and Josh Cahill much more "produced," and I feel like the magic of flying is really lost in their videos compared to say, Simply Aviation. I also enjoy YouTubers who review coach just as much as business class...
Simply Aviation, The Layover Aviation, and Patrick Shea to name a few. I like channels that make you feel you're actually traveling on the flight (unfiltered audio, less music, footage from the dynamic flight phases, etc). Dan and Josh Cahill much more "produced," and I feel like the magic of flying is really lost in their videos compared to say, Simply Aviation. I also enjoy YouTubers who review coach just as much as business class as I am going to get a lot more utility from those videos.
Simply Aviation isn't as good as what they used to be these days. Their upload schedule is completely destroyed, that I'd be surprised to see them uploading more than 12 videos a year.
I'm doubting their honesty (that they never contact airlines in advance). They never fail to meet a friendly crew on literally all flights they take - even onboard the US3. Seems so lucky that I wish I had that luck.
...Simply Aviation isn't as good as what they used to be these days. Their upload schedule is completely destroyed, that I'd be surprised to see them uploading more than 12 videos a year.
I'm doubting their honesty (that they never contact airlines in advance). They never fail to meet a friendly crew on literally all flights they take - even onboard the US3. Seems so lucky that I wish I had that luck.
Also, I don't get their subscribers' obsession with reviewing economy class - we all know how bad it is, then why bother watching a video about it?
@N17017 I agree that their upload schedule isn't as regular as it used to be, the quality also slipped a bit and they seem to now have more "sponsored" flights than usual (Granted, they are pretty transparent when it happens and, at least according to them, make a point of also flying their economy product)
I'm less in agreement with your views on economy flight reviews. Most of us, at least for me, fly in...
@N17017 I agree that their upload schedule isn't as regular as it used to be, the quality also slipped a bit and they seem to now have more "sponsored" flights than usual (Granted, they are pretty transparent when it happens and, at least according to them, make a point of also flying their economy product)
I'm less in agreement with your views on economy flight reviews. Most of us, at least for me, fly in economy. So I would say that it's actually more useful to see an economy review. And Simply Aviation have one of the most expansive economy reviews catalog out there (even if some reviews need to be updated).
While I loathe influencers to the core of my soul I don't think the guy deserved to be treated that way. Nice recovery by Kuwait. They should probably invite him on a free flight of his choice (he's an influencer, unlike reputable bloggers they get paid to shill for products anyway so no conflict of interest is possible) as an opportunity to illustrate their normal service standards.
We should see the third part of the trilogy end. Ben flies to Cairo airport and everything is smooth.
I guess Dan doesn’t need a refund, given that his Wall Street daddy bankrolls him.
But it just goes to show what an entitled low-class (insert expletive of your choice) he is, saying basically 'I have lots of money and don't need a refund' when he could've gone with something along the lines of 'I don't think I could accept a refund in these circumstances, but I would be grateful if you could make a donation in my name to [CHARITY]'.
You should probably go to anger management. Envy is one of the 7 deadly sins. Or you just a (insert expletive of your choice) jerk.
It appears like you don't have the slightest idea how much money a YouTube channel with a million subscribers generates. He exceeds your income by far. And the refund isn't really necessary because the three videos alone earned him a multiple of the $1400 he spent on this ticket.
It doesn't matter whether he's got family money and/or makes lots of it through his videos (and what does our own income have to do with that?), the point is that he is too arrogant and self-important to even consider that the money could be used for a good cause.
Agreed - the classy response in these kinds of situations is to request the refund be directed to a charity.
Would it be too much to ask what is the Kuwait Air policy on filming while flying, which is what set off this entire brouhaha? Or is it prohibited to address that question?
The whole point of the story is that no "policy" exists. The "purser" seemed to be making it up. Dan repeatedly asked for an explanation of the claimed "policy" and none was provided.
Then why doesn't the CEO just say that?
You could have just watched the videos to get the answer to this. There is no such policy in place, as KU admitted themselves.
Why didn't you just watch the videos if you really wanted to know? Or is this prohibited to address that question?
While Dan and Cahill are both entitled a-holes.
Dan does deserve some apology here.
Josh, he got an apology but still being a$$ so he deserves his lifetime ban.
Spirit and Frontier people are welcoming both of these entitled hypocrites with a closed fist.
Entitled? How?
Lucky for you to not know.
Other people have wasted actual time in their life watching these 2 entitled hypocrites and bunch of other cat videos and teens doing stupid stuff on TikTok.
Don't make the same mistake.
Dan, have you not paid attention to 'Non Stop Drama Dan' and Josh 'The Grifter' Cahill?? Be grateful you're in a state of ignorant bliss. Many of us would gladly 'un-know' these two, but it's too late for us. Just. Be. Grateful.
I’m assuming you made up those nicknames and they aren’t real. I have watched their content. I don’t see the issue. Dan seems to give honest objective and critical reviews. There’s a dash of production involved that helps his audience experience what are undeniably special products and occasions, but other than that, if I want to know what Air India or Singapore airlines are like, why wouldn’t I watch him?
It's a good PR because they realized that Dan has almost 1 million subscribers. If for ordinary people like me with no YouTube channel, let alone 1 million subscribers, I highly doubt it that they would have responded at all. Qatar needs to learn from Kuwait Airways.
What if this was a Kuwait psyop?
I would've never cared about them if not for this incident. And now they've earned themselves tons of positive media from the attention.
Ben even claims Kuwait Airways has his respect now, more than before. For a small airline like this, tons of positive virality now.
Nothing about influencer culture would surprise me anymore.
Positive media? Where?? Their product is trash, and you only fly them if you're living/working in Kuwait. Even then, we mostly try to find connections with other carriers - unfortunately, they are sparse, and you have to connect most times.
This is literally an article praising them.
I'm sincerely waiting for a Cahill or Dan x Egyptian government crossover.
I like Dan but he wrote that partially as a CYA insurance because chances are high that this purser will be either fired (at a minimum) or worse. He'll be very lucky if they just let him go but he's probably going to be catfood soon. Kuwait is not exactly a place where human rights are high on the agenda.
@ Stefan -- You might be right, but that's not my assumption. Clearly the purser in question was a "local" guy, and they comes with a lot of extra privileges. I imagine that a local male flight attendant would be reprimanded very differently than a female Filipino flight attendant, for example.
Nah I didn't have this impression at all from watching the three videos. And I've flown Kuwait Airways for years, they never had local pursers. Pilots yes, but not cabin crew. Probably another reason why they never said anything about the Captain in their letter. He's still going to get a good kicking, no matter who he is. I'm 99% sure the purser is a foreigner.
@ Stefan -- We must be flying very different Kuwait Airways flights, because all five flights I've taken on the airline have had multiple Kuwaiti male flight attendants, much like on Saudia.
lol Ben. Those werent kuwaitis. Take it from someone who's lived there. Kuwaitis dont do "menial" jobs, according to them.
Yeah I’d say most likely not Kuwaiti… in most cases, Egyptian, Lebanese or from NA. Either way, I hope Kuwaiti airways gives him another chance!
Isn't this why there are zillions of cat videos on the internet? Anything to avoid watching yt "influencers."
Yes, Kuwaiti's do not work - theres lots of Arab workers from other nations so I am guessing Ben has mistaken them. The only countries of the gulf microstates that local cabin crew are Bahrain and Oman.
Absolutely agreed. Kuwaitis are as elusive as the Big Cats. Unsure why Ben kept insisting he is local. There is a difference between locals and citizens/ nationals. We do not need to understand Arabic accents to determine that all nationals of the six wealthy Gulf States do not work dealing with the public that involves expats. Expats come to their countries to serve the nationals.
Would Kuwait Airways have responded like this had he not had a large social media following? Think you are being overly won over by their PR handling strategy - 99.9% of customers won't get anywhere near that level of response.
@ Ash -- No, they probably wouldn't have responded that well. But my point is that so many companies respond so poorly even when someone does have a large social media following, as we've repeatedly seen other airlines do in similar situations.