The flight attendant helped immediately.
However, another employee had initially ignored the passenger because he was busy preparing the premium cabin.
Marcus later discovered that the crew had been operating under unrealistic service targets.
They were expected to complete several tasks within a limited time, and some employees had become so focused on those targets that they overlooked simple acts of kindness.
Marcus worked with the operations department to change the training program.
He also introduced a policy that emphasized passenger safety and assistance over unnecessary speed.
"That experience taught me something," he said.
"What?" Aurelia asked.
"An airline is not simply aircraft, schedules, and financial statements. It is a collection of human interactions."
He smiled.
"People remember how you make them feel long after they forget the details of a flight."
Aurelia absorbed his words.
She had never considered airline operations from that perspective.
To her, flying had always been a service she purchased.
She rarely thought about the people responsible for making it possible.
She began to think about her own employees.
How many times had she dismissed someone's concerns?
How many times had she interrupted an assistant?
How many times had she complained about a minor inconvenience without considering the people trying to solve it?
The answers were uncomfortable.
CHAPTER VI: THE WOMAN BEHIND THE DESIGNER SUIT
As the flight continued, the cabin became quieter.
Sarah moved between the suites, checking whether passengers needed anything.
When she reached Aurelia's seat, she noticed that the woman had not touched her meal.
"Is everything all right, Mrs. Vance?"
Aurelia looked up.
"Yes. Thank you."
"Would you like me to bring something else?"
"No, the meal is fine."
Sarah smiled.
"Please let me know if you need anything."
As Sarah prepared to leave, Aurelia spoke again.
"Sarah?"
"Yes, ma'am?"
"May I ask how long you've worked for the airline?"
"Almost four years."
"Do you enjoy it?"
Sarah smiled genuinely.
"I do. Some days are difficult, but I enjoy meeting people and helping them travel safely."
"Even when passengers are difficult?"
Sarah gave a small laugh.
"Especially then, sometimes. It teaches you patience."
Aurelia looked down.
"I suppose I made your morning difficult."
Sarah paused.
"Well, it was certainly an unusual boarding experience."
Aurelia almost smiled.
"I'm sorry."
"Thank you, ma'am. I appreciate that."
Sarah continued toward the galley.
Aurelia watched her leave.
She began wondering about the people who worked in her own company.
Her organization employed hundreds of people.
Administrative assistants, drivers, receptionists, cleaners, accountants, junior analysts, and department managers.
She knew the names of some senior executives.
She knew the financial performance of her investments.
She knew which properties were generating the highest returns.
But how much did she know about the people who made those businesses function?
She could not remember the last time she had asked an employee how they were doing and genuinely waited for the answer.
She remembered a young assistant named Emily.
Emily had joined Vance International Holdings less than a year earlier.
She was intelligent, hardworking, and consistently punctual.
But Aurelia had repeatedly criticized her for small mistakes.
Once, Emily had spent an entire weekend correcting a presentation after Aurelia changed the requirements at the last minute.
Instead of thanking her, Aurelia had complained about the font size.
Another time, Emily had requested a day off because her mother was ill.
Aurelia had responded by asking whether the company could afford to lose another employee for personal reasons.
At the time, she had considered herself demanding but fair.