“No.”
Melissa looked troubled.
Amara continued:
“She knew Richard’s name.”
“She offered him premium service immediately.”
“She knew his vendor relationship.”
“I want to understand whether crew systems flag vendor executives.”
Melissa said:
“They do.”
“How?”
“Internal customer profile can identify certain corporate partners.”
“Does that include service instructions?”
“Sometimes.”
“VIP handling?”
“Yes.”
Amara leaned back.
“There.”
Thomas frowned.
“What are you thinking?”
“Status contamination.”
David understood first.
“The crew sees partner executive.”
“Assumes credibility.”
Amara nodded.
“Then complaint arrives from unidentified passenger.”
“The crew may interpret the situation through the status hierarchy already provided.”
Melissa looked defensive.
“The system is meant to improve service.”
“I know.”
“That doesn't mean it caused—”
“I said may.”
Amara remained calm.
“We investigate.”
Renee nodded.
“Agreed.”
Thomas looked toward Amara.
“And Halston?”
“Same standard.”
“His company contract is due for renewal.”
“Yes.”
“Can you remain oversight counsel?”
“Process oversight.”
“Not factual determination.”
David nodded.
“Clean.”
Thomas exhaled.
Then:
“Off the record.”
Amara looked at him.
“No.”
He almost smiled.
“Fair.”
He tried again.
“As CEO.”
“Go ahead.”
“I’m furious.”
Amara nodded.
“You should be.”
“I mean at him.”
“You should also be concerned about us.”
Thomas stopped.
Amara continued:
“Richard behaved badly.”
“The airline environment told him it was safe to continue.”
Thomas looked toward the table.
That was harder.
Individual villainy is comfortable for organizations.
Culture is expensive.
The first interview lasted forty minutes.
Chloe cried halfway through.
Renee did not comfort her immediately.
Not cruelly.
Professionally.
“Tell us why you responded the way you did.”
Chloe wiped her face.
“I recognized Mr. Halston’s name.”
“From?”
“Partner-service training.”
“Had you met him?”
“Once.”
“When?”
“Corporate event.”
“Did he recognize you?”
“I don't think so.”
“Did knowing his status affect you?”
Chloe paused.
“Yes.”
“How?”
“I didn't want a complaint.”
“From him?”
“Yes.”
“Why?”
“He has executive contacts.”
“Did Ms. Bennett threaten to complain?”
“No.”
“Did she raise her voice?”
“No.”
“Did you perceive her as angry?”
Chloe hesitated.
“Yes.”
“Why?”
“She was direct.”
“Is direct the same as angry?”
“No.”
“Then why did you characterize her that way?”
Chloe stared at the table.