Morgan paused.
“She was staring at me.”
Thomas looked at the notes on his screen.
“Was there any physical contact from her toward you?”
“No.”
“Did she threaten you?”
“She told me to step back.”
“That is not a threat.”
Morgan’s voice sharpened.
“She was treating me like I was some kind of criminal.”
Thomas remained composed.
“Ms. Whitaker, I’m going to ask that we keep this conversation focused on the reported incident. The airline has a responsibility to maintain a safe environment for passengers and crew.”
Morgan leaned back in her chair.
“I’m a loyal customer. I’ve flown with your company for years. I spend a great deal of money with you.”
“We appreciate your business.”
“Then act like it.”
“I’m sorry, but customer loyalty does not change our response to an assault report.”
Morgan’s face tightened.
“Do you know who I am?”
Thomas paused.
“I understand that you are a frequent customer. That does not alter the review process.”
She ended the call.
For several minutes, she sat in silence, furious that her usual methods had failed.
She was accustomed to invoking her relationships, her spending, and her influence to resolve disputes. In her world, a sufficiently important customer could often obtain a special accommodation or persuade a manager to reconsider a decision.
But this was not a delayed reservation or a disputed charge.
There were witnesses.
There was a recording.
There was an official inspection.
And there was a clear record of what she had done.
When the aircraft began its descent, Elena reviewed her final notes.
She had observed the crew’s handling of the incident, the captain’s decision-making, the response to the affected passenger, and the resumption of normal operations. She had also recorded the crew’s statements about their initial understanding of the confrontation.
The inspection would require follow-up.
She would need to compare the incident response with the airline’s applicable procedures, review the crew’s training and reporting requirements, and determine whether any safety-related findings were supported by the evidence.
She would not issue a conclusion merely because the incident had been upsetting.
That was not how the process worked.
As the aircraft descended, Daniel made his way toward her seat.
“Ms. Brooks, we’ll be landing shortly. Is there anything you need before we arrive?”
“No, thank you.”
“Would you like us to arrange assistance through the airport?”
“I can manage.”
“Understood.”
He hesitated.