A tired employee deciding not to help.
A supervisor deciding not to investigate.
A manager deciding a complaint wasn't worth escalating.
A system administrator deciding a warning could wait until tomorrow.
One small decision.
Then another.
Then another.
Eventually, the small decisions became a culture.
And that was precisely what had brought Daniel to Counter 17.
For the past two months, his office had received an unusual number of passenger complaints from this terminal.
Not complaints about delays.
Those were normal.
Not complaints about baggage.
Those were normal too.
These were different.
Passengers claimed employees had treated them differently based on the way they looked, the clothes they wore, the class of ticket they had purchased, or how much money they appeared to have.
An elderly passenger had reportedly been laughed at after asking for help with her luggage.
A young father traveling with two children claimed an agent had told him that if he couldn't afford the baggage fee, he shouldn't be traveling.
A woman with a hearing disability said an employee had waved her away instead of providing assistance.
And one passenger had written something that caught Daniel's attention.
"The employee didn't know who I was, so she treated me like I didn't matter."
Daniel had read that sentence three times.
Then he had decided to come personally.
He could have ordered an investigation.