Unbeknownst to Karen, her path was about to cross with Michael’s once again. As she made her way to the gate, she spotted a large digital screen showcasing NorthStar Airlines’ latest promotional video. The video highlighted their commitment to customer service, innovation, and diversity. Midway through the video, the camera focused on a familiar face—Michael Johnson. The narrator’s voice proudly introduced him as the principal owner and visionary force behind NorthStar Airlines.

Karen’s face paled as she realized the gravity of her earlier mistake. Her mind raced, replaying the incident at the counter and her disrespectful words. Shame and regret washed over her as she understood that she had insulted not just a fellow passenger, but the owner of the very airline she was about to board.