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

facing the twelve members of Skitec’s board of directors. The chairman, a former airline CEO named Robert Chen, asked the only question that mattered.

“Recommendation?” he said, his voice neutral but his eyes sharp.

I didn’t pretend the incident that morning was isolated or anomalous. I didn’t pretend the airline’s problems were superficial or easily continue reading …