The CEO stared.
Side letter?
He stood.
Walked toward the rear cabin where he could speak quietly.
Called.
The general counsel answered immediately.
“What side letter?”
A pause.
Then:
“We found an old agreement attached to the husband’s investment vehicle.”
“What agreement?”
“Preferred access.”
“To aircraft?”
“More than that.”
“Explain.”
The counsel hesitated.
“It appears his family office received contractual service privileges beyond ordinary minority investors.”
“Define privileges.”
“Priority booking.”
“Waived repositioning fees.”
“Guest access.”
“And?”
Another pause.
“Input into executive relations for disputes involving the family.”
The CEO stopped walking.
“What does that mean?”
“We're still reviewing.”
“No.”
“What does the document say?”
The counsel read.
Certain complaints involving designated principals were to be handled through a liaison agreed upon by both parties.
The designated liaison for years had been the outgoing board chairman’s chief of staff.
The husband’s complaints did not merely receive favorable treatment culturally.
They had a contractual pipeline.
“Is the agreement still valid?”
“Possibly not after change of control.”
“Possibly?”
“Language is ambiguous.”
“Who approved it?”
The counsel named two former executives.
One remained with the company.
The chief operating officer.
The same man who laughed when asked about the red list.
The CEO looked toward the cabin.
Coffee stain.
Nervous attendants.
Afraid employees.
It connected.
“Freeze any special treatment codes associated with that family.”
“We need to be cautious.”
“Freeze.”
“Temporarily.”
“Document the reason.”
“Preserve every complaint.”
The counsel paused.
“Understood.”
“And schedule the operating committee for when we land.”
“You have the board welcome dinner tonight.”
“Cancel it.”
“That will create questions.”
“Good.”
The CEO ended the call.
When he returned to his seat, the younger attendant placed fresh water beside him.
“Anything else, sir?”
“Yes.”
She stiffened.
He smiled slightly.
“Your honest opinion.”
She looked confused.
“About?”
“If we rewrite the complaint policy, who should be in the room?”
The attendant stared.
Then slowly answered:
“People who actually fly.”
“Good.”
“Who else?”
“Schedulers.”
“Dispatch.”
“Maybe cleaning crews.”
“Why cleaning crews?”
“They hear what passengers say after everybody important walks away.”
The CEO wrote it down.
“Anyone else?”
The attendant thought.
“People who've quit.”
That answer impressed him most.
“Why?”
“Because they'll tell you what current employees are still scared to.”
He nodded.
“Would you help identify them?”
Her eyes widened.
“You want me involved?”
“I asked.”
Not ordered.
Asked.
She looked toward the senior attendant.
Then back.