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

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a moment before continuing.

“The board meeting I’m attending in Chicago this afternoon isn’t ceremonial. It’s the final vote on whether to complete this acquisition or walk away. Your airline is hemorrhaging money, your customer satisfaction scores are in the bottom quartile of the industry, and we’re the only acquisition offer you’ve received. If we continue reading …

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