Qatar Airways is under fire after allegedly firing crew members involved in a video shot by popular YouTube aviation vlogger and airline critic Josh Cahill.
Cahill, a Czech-Australian based in Colombo, Sri Lanka, filmed the video at the center of the controversy in August 2023. Cahill was traveling between Colombo’s Bandaranaike International Airport (CMB) and Hamad International Airport (DOH) in Doha, Qatar. DOH is the primary hub for Qatar’s flag carrier, Qatar Airways.
The video, which Cahill titled “The Shocking Decline of Qatar Airways,” was published on YouTube on 26 August 2023 and has since been viewed over 620,000 times on YouTube. You can watch both the original video and Cahill’s subsequent response on the fallout below.
The Flight from Cahill’s Perspective
Cahill began his critique by expressing dissatisfaction with Qatar’s fleet management, highlighting the use of 15 outdated Airbus A330s – including the one on which he was flying. Reflecting on a prior meeting with former Qatar CEO Akbar Al Baker, who emphasized an expectation of a “world-class performance” from the crew, Cahill experienced a stark contrast upon boarding. He encountered a lackluster reception from the crew, including flight attendants with their backs to passengers during boarding, a departure from Qatar’s typically warm and friendly service.
Cahill’s critique worsened as he discovered that the in-flight entertainment (IFE) box encroached on the legroom at his window seat (and every window seat). He also noted outdated and underwhelming IFE screens. Additionally, the in-flight lunch service was marred by running out of specific menu options, raising questions about Qatar’s catering standards or potential cost-cutting measures.
It was now time for Cahill’s infamous “loo review,” a standard part of each one of his videos. This particular loo review exposed shocking hygiene issues, with urine covering the lavatory floor. Requests for cleanliness were allegedly ignored by the crew, leaving passengers dismayed.
While the second segment of his journey – Doha to London Heathrow (LHR) – fared better than the CMB-DOH leg, the 5.8-year-old Boeing 777 still had issues, particularly with lavatory cleanliness.
Summing up the two flights, Cahill said he was disappointed.
“The first flight was definitely below average and nowhere near international standards,” Cahill said in the video. “In fact, everything was a letdown. It was quite shocking to see such a poor performance from the airline. So was the second flight. While it wasn’t as bad as the first one, you can see a clear pattern of quality decline. Whether it comes through crew, hygiene, or food choices, something isn’t quite right. And it’s definitely not the Qatar Airways that I used to know.”
He questioned whether internal strife at Qatar could be affecting the airline’s overall performance. Despite Qatar’s self-promotion as an industry leader, Cahill asserted that the airline would not even make a top ten global airline in its current state.
Corporate Response and Fallout
In a follow-up video, Cahill revealed widespread agreement from other frequent flyers and even Qatar Airways crew members. This uprising prompted a call from Qatar’s PR/marketing department, leading to a revealing communication with the corporate communication team.
Rather than expressing remorse and apologizing for Cahill’s experience, the Qatar team allegedly requested an off-the-record discussion. Cahill, uneasy about the request, recorded the conversation. The team expressed displeasure with the video, citing a disinterest in negative publicity. They offered Cahill a free flight in exchange for removing the critical content, which he deemed a bribe.
When Cahill refused, the team brought up negative comments from cabin crew under his video on YouTube, highlighting issues such as bad working conditions, curfews, minimum rest, and delays in pay. Qatar allegedly asked him to remove those comments. Again, Cahill stood his ground and refused. He offered Qatar officials a chance to explain their side of the story with a new video, but they did not accept the offer.
That would be the last Cahill heard from Qatar for one week. That’s when the fallout intensified even further.
Banning, Suppression, and Qatar’s Shocking Response
The following week, Cahill was preparing to check in for another Qatar review flight – this time, to review their new Boeing 737 MAX service from Abu Dhabi International Airport (AUH) to Doha. However, on the day of his scheduled departure, he received an email from Qatar Airways saying the airline had canceled his reservation. The email went on to say that Cahill would also no longer be able to fly with Qatar, citing that he hadn’t obtained permission from the flight crew to record, a claim Cahill refuted.
In desperate attempts to remove the video, Qatar had the crew from the flight email Cahill, denying consent to appear on film. They also filed a complaint with YouTube, requesting the video’s removal. YouTube denied Qatar’s request but did ask that Cahill blur the images of the flight crew, to which he agreed.
Despite these efforts, the video remains online, banned only in Qatar.
The story culminates with a final – and very controversial – act of retaliation by Qatar Airways. Unable to scrub negative press about their company off the internet, the company has allegedly fired the flight crew who worked the flight involved in Cahill’s video.
Qatar Airways Needs to Do the Right Thing
As is the case for any business, this incident serves as a cautionary tale for airlines navigating the delicate balance between reputation management and customer satisfaction. This is especially true in regions of the world where perfect public image is even more important than truth.
We can argue all day about whether Josh Cahill posts fair and balanced airline reviews for the world to see. Admittedly, I am an avid viewer of Cahill’s videos. In my opinion, his reviews are candid, but fair, albeit a bit dramatic at times. However, I absolutely believe he is doing a good thing for the flying public. Any business – regardless of where in the world they operate – should be fair game for critique. And companies ought to welcome it. After all, how else can they address issues, improve, and grow?
Further, Cahill’s experience with Qatar Airways sheds light on potential issues within the airline. It also raises broader questions about airlines’ transparency, accountability, and responsiveness to honest customer feedback in the digital age.
The aftermath of this incident suggests that the company’s response has almost certainly exacerbated any damage to Qatar Airways’ reputation. Let’s hope that the leadership, including the new CEO Badr Mohammed Al Meer, will take the appropriate steps, such as #UnbanJoshCahill, and – more importantly – extend reconciliation to the dismissed crewmembers by reinstating their positions. This approach would demonstrate a commitment to accountability and contribute to rebuilding Qatar Airways’ trust and credibility in the eyes of the flying public.
Have you seen the videos? If not, watch the original video and Cahill’s update video below. What do you think? Do you think Qatar Airways reacted inappropriately? Or do you think Cahill should have taken the video down? Let us know in the comments.
