How many passengers had been treated differently because staff feared complaints?
How many incidents had never reached legal because everyone involved quietly absorbed them?
By the time Simone landed, Daniel had already called twice.
She called him from the private arrival lounge.
“How bad?”
he asked.
“The dress?”
“The situation.”
Simone sat near the window.
“Worse than one idiot.”
“I figured.”
“You need to look at complaint retaliation.”
Daniel became quiet.
“Already started.”
“Good.”
“Simone.”
“Yes?”
“The businessman’s name is Richard Hale.”
“I heard.”
“You know who he is?”
“A rich customer.”
“He is also CEO of Meridian Capital.”
She waited.
Daniel continued.
“Meridian is one of our ten largest corporate accounts.”
Simone closed her eyes.
Of course.
Daniel said:
“Eighteen million dollars in annual travel spend.”
“And?”
“Nothing.”
Simone smiled.
“Good answer.”
Daniel continued.
“But operations is nervous.”
“Because?”
“Meridian’s procurement team already called.”
Simone’s smile disappeared.
“What did they say?”
“Richard was mistreated.”
She laughed.
Not because it was funny.
Because the speed of institutional self-defense never ceased to impress her.
Daniel said:
“They’re threatening to suspend the account.”
“Let them.”
“That’s not my decision.”
Simone smiled again.
“Better answer.”
Daniel sighed.
“I’m staying out of commercial response.”
“Good.”
“Independent compliance is handling passenger conduct.”
“Good.”
“Federal people took witness statements because their review overlaps with service and safety governance.”
“Good.”
Daniel paused.
“Anything else?”
“Yes.”
“What?”
“Call the attendant.”
He became quiet.
“Why?”
“Because she thinks she failed.”
Daniel understood immediately.
“I’ll make sure someone checks on her.”
“No.”
“You.”
He paused.
“Okay.”
Simone looked through the glass toward baggage staff.
“Tell her following policy won’t cost her job.”
Daniel said:
“I can’t promise that until I see everything.”
Simone smiled.
“That’s why I married you.”
“Romantic.”
“Call her.”
“I will.”
The flight attendant’s name was Elena Morris.
Thirty-two.
Seven years with the airline.
Excellent evaluations.
Three commendations.
One written warning.
Daniel noticed the warning.
He opened it.
Six months earlier.