Upgrades paid for: 847. Customer complaints filed: zero. Customer complaints received: 47. Complaints received. Blake looked confused.
Complaints from other passengers who felt I didn't belong in first class. Usually filed anonymously after the flight. They rarely result in action, but they're documented. Victoria looked around the cabin. The system learned that passengers who look like Mr. Morrison generate fewer complaints when they're upgraded.
Passengers who look like me generate more complaints when we're in premium cabins. So, the algorithm adjusts accordingly. Isabella Fairmont finally spoke up. That's standard customer satisfaction optimization. It's not discrimination.
Victoria turned to face her. Ms. Fairmont, isn't it? United Airlines board of directors. Isabella's face went white. How do you know who I am?
The same way I know you voted against the Skylink Dynamics contract in 2022. The same way I know you've been pushing to replace our navigation software with a system that has 47% more errors but costs United 20% less. Victoria's smile was sharp as a blade. The same way I know you're currently texting your legal team about damage control. Isabella looked down at her phone, which she'd been typing on surreptitiously under her magazine. The screen was dark.
My phone isn't working. No electronic devices on this aircraft are working except mine. Phoenix Protocol includes communication isolation. No calls in or out until we resolve this situation. Captain Mendoza stepped forward.
Ms. Hayes, you're putting hundreds of lives at risk. Am I captain or am I exposing a risk that was already there? Victoria touched her tablet. The cockpit door, which had been locked according to post-9/11 protocol, clicked open. Your aircraft systems are functioning perfectly.
Better than perfectly, actually. Phoenix Protocol has optimized your fuel consumption by 12% and your navigation efficiency by 8%. You've never flown a more stable flight path," she gestured toward the cockpit. "But none of your controls work anymore. You can't change course, adjust altitude, or communicate with ground control without my permission." The captain's hand moved instinctively toward his radio.
"I wouldn't, Captain. Emergency protocols are suspended. Phoenix doesn't recognize your authority in this situation. This is mutiny. This is accountability.
There's a difference. Victoria addressed the entire cabin again. Phase three, revolution. She touched her tablet screen. Every passenger's entertainment system activated simultaneously, displaying the same message.