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

this airline has problems—it’s whether those problems are terminal or treatable.”

The board voted unanimously to proceed with conditions.

That evening, the airline released a statement that didn’t hide behind vague language about diversity and inclusion. It acknowledged what had happened, named the policy failures that had enabled it, and committed to continue reading …