"You have until tomorrow morning," Sterling said, checking her watch. "Partnership review meeting starts at 9:00 a.m. sharp."
She walked toward the Delta Sky Club to prepare her presentation.
Behind her, Thompson was already making urgent phone calls.
The next morning at 8:45 a.m., Sterling entered the Delta Partnership conference room.
The emergency session had drawn Thompson, VP Williams, two regional managers, and the head of legal affairs.
"Before we begin," Sterling announced, setting her red portfolio on the conference table, "I want everyone to watch something."
She connected her laptop to the room's screen and played Chen's TikTok video.
The room fell silent as they watched Sterling being questioned, documented, and ultimately revealed as a major business partner.
When the video ended, Sterling opened her portfolio.
"Current social media metrics."
She began displaying charts on the screen.
"TikTok: 23,000 views, 3,400 shares, 82% negative sentiment toward Delta. Instagram: 18,000 impressions, trending in Chicago area. Twitter: Delta Partner Boarding has 4,700 mentions in the past 24 hours."
Regional manager Robert Chen raised his hand.
"What's our projected impact?"
Sterling clicked to the next slide.
"Conservative estimate: $2.3 million in lost bookings over the next six months if this narrative spreads, plus potential legal costs if this pattern continues."
She advanced to her recommendations.
"However, if Delta implements comprehensive bias-prevention measures, we project a 15% improvement in customer satisfaction scores and reduced complaint-handling costs."
VP Williams leaned forward.
"What exactly are you proposing?"
Sterling had been preparing for this question for months.
The incident at O'Hare had simply provided the perfect catalyst.
"Three-phase implementation plan," she announced, displaying a detailed timeline.
"Phase one: bias-interruption training for customer-facing employees at 10 major hubs. 8,500 people trained within 120 days."
She clicked to cost projections.
"$650,000 investment, with measurable ROI within nine months through reduced complaint handling and improved customer retention."
"Phase two: pilot program for passenger feedback app at five airports. Real-time bias incident reporting with management response protocols."
Regional manager Sarah Martinez asked about the implementation timeline.
Sterling smiled.
"Six-month development and testing phase, followed by gradual rollout based on pilot results."
She advanced to the final slide.
"Phase three: diversity accountability measures for management hiring at major hubs, with quarterly progress reviews."
The room buzzed with whispered conversations.
Sterling waited for quiet, then delivered her bottom line.
"DS Holdings has partnered with Delta for three years. We've provided consulting services during challenging periods, but yesterday's incident represents a pattern that threatens our partnership."
She stood and walked to the window overlooking the Atlanta skyline.
"Social media doesn't forget. Viral videos create lasting impressions. Yesterday, 23,000 people watched Delta employees discriminate against a passenger who turned out to be a major business partner."
She turned back to face the group.
"Tomorrow, those same 23,000 people will watch Delta either announce meaningful change or offer standard apologies."
VP Williams asked, "And if we implement your proposals?"
"Delta becomes a leader in bias prevention. Other airlines follow our example. We attract diversity-conscious travelers and corporate accounts. Partnership relationships strengthen."
Sterling returned to her seat.
"And if we don't?"
She let the question hang in the air.
"DS Holdings evaluates other partnership opportunities. We redirect our $45 million annual contract to airlines that understand that discrimination is bad business."
Regional manager Thompson ran calculations on his tablet.
"Losing our largest diversity consulting contract would impact multiple departments."