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

fixed. But I also didn’t recommend walking away.

“Proceed with the acquisition,” I said, “with conditions.”

I outlined them systematically: mandatory bias and sensitivity training within thirty days for all customer-facing employees, sixty days for all staff, ninety days for management. Independent audits of passenger complaint procedures. Direct reporting continue reading …