When Tyler received the preliminary investigation findings, he immediately noticed the discrepancy.
"Who changed this?" he asked.
The company's compliance director, Margaret Lewis, studied the document.
"We're checking the access records."
"Can we identify the person?"
"Yes. The system records every change."
Tyler pointed at the report.
"This is exactly what I was worried about. If employees cannot trust the reporting process, passengers will never receive fair treatment."
Margaret nodded.
"I agree."
"Then I want the original record restored."
"Certainly."
"And I want to know whether anyone instructed the supervisor to change it."
Margaret closed the file.
"That may take some time."
"Then take the time necessary. But don't let the evidence disappear.
The investigation eventually led to a senior operations manager named Victor Reynolds.
Victor had worked for Crescent Air for eleven years.
He was intelligent, ambitious, and highly regarded by several members of the executive team.
He had helped expand the airline's premium passenger services and had developed a reputation for delivering impressive financial results.
But behind that reputation was a troubling management style.
Victor believed that customer satisfaction was measured primarily by the spending power of passengers.
In his department, complaints from premium customers received immediate attention, while complaints from economy passengers were frequently delayed.
He also encouraged supervisors to avoid documenting incidents that might damage the company's public image.
His philosophy was simple.
Protect the brand.
Protect the numbers.
Avoid controversy.
When Margaret presented the findings, Tyler sat silently for several moments.
"How many reports were altered?"
"At least fourteen," she answered.
"Fourteen?"
"Fourteen confirmed cases. We're reviewing additional records."
"How many passengers were affected?"
"We don't have an exact number yet."
Tyler leaned back.
He remembered his father standing in the aircraft hangar, speaking to a group of maintenance employees.
Marcus had once told him that a small problem ignored repeatedly eventually became a major failure.
A loose bolt could become a mechanical disaster.
A dishonest report could become a culture of dishonesty.
And an employee who believed that some customers mattered more than others could slowly destroy an entire company's reputation.
"Bring Victor into the meeting," Tyler said.
Margaret looked uncertain.
"Are you sure?"
"Yes."
"His position is senior. We should probably allow the board to handle the matter first."
Tyler looked at her.
"Then invite the board."
Victor Reynolds entered the conference room shortly after lunch.
He wore an expensive navy suit and carried a leather portfolio.
He greeted Harrison, Collins, and the other executives before noticing Tyler at the head of the table.
"Good afternoon, everyone."
"Good afternoon, Victor," Harrison replied.
Victor took his seat.
"I understand there are concerns regarding some passenger complaints."
Tyler opened the investigation report.
"There are more than concerns. There is evidence that official reports were altered."
Victor maintained a neutral expression.
"Altered?"
"Fourteen confirmed cases."
"That sounds serious."
"It is."
Victor folded his hands.
"May I ask who conducted the investigation?"
"Margaret Lewis."
Victor glanced at her.
"With all due respect, Margaret, I think there may be some confusion. We handle thousands of customer complaints. Sometimes reports are reclassified because the original category is inaccurate."
Tyler slid a document across the table.
"Then explain this."
Victor examined it.
"This is a routine administrative adjustment."
"Who authorized it?"
"One of my supervisors."
"Did you instruct that supervisor to change the classification?"
Victor hesitated.
"I don't remember giving such an instruction."
Tyler leaned forward.
"Do you remember telling your team that complaints involving discrimination should be handled quietly because they create unnecessary publicity?"
Victor's expression changed.
"I never said that."
Margaret placed another document on the table.
"This is a recorded internal message from your department."
Victor looked at the document.
The room became silent.
The message contained instructions to avoid escalating certain passenger complaints unless there was a clear financial or legal risk.
Victor cleared his throat.
"That message has been taken out of context."
Tyler studied him.
"Then provide the context."
Victor shifted in his chair.
"Running an airline requires difficult decisions. We cannot treat every complaint as a major incident."
"No one is asking you to."
"Sometimes customers misunderstand situations."
"That doesn't give employees permission to hide what happened."
Victor's voice became sharper.
"With respect, young man, you have very little experience managing an organization of this size."
The executives exchanged uncomfortable glances.
Tyler did not react immediately.
He looked at Victor for several seconds.
Then he opened his father's notebook.
"My father had more than thirty years of experience in aviation," Tyler said. "He built this company from nothing. He worked alongside mechanics, cleaners, pilots, and customer-service employees. He understood that the people who make a company successful are not always the people sitting in expensive offices."
He closed the notebook.