They Tried to Remove Me From First Class. A Single Business Card Altered the Crew’s Tone—and the Airline’s Future.

Employee retention improved. And profitability returned, not despite the changes but because of them—because it turns out that treating all customers with dignity is actually good business, even if some people need economic incentives to discover basic human decency.

I still fly that route regularly, still sit in seat 2A when I can, still carry the continue reading …