She held up her tablet. Would you like to see your personal bias score? My what? Phoenix Protocol has been analyzing your decisions as a board member for 18 months. Every vote you cast on passenger service policies, every budget allocation you approved, every customer complaint resolution you influenced.
Data appeared on the main screens. Fairmont, Isabella—bias analysis. Decisions favoring white passengers: 847. Decisions favoring non-white passengers: 23. Budget allocated to diversity training: $67,000.
Budget allocated to executive retreats: $2.3 million. Discrimination complaints dismissed: 234. Isabella stared at the data in horror. That's taken completely out of context. Is it Phoenix Protocol only measures actions and outcomes?
Ms. Fairmont. Context is what people use to justify bias. Victoria's tablet chimed again. Another incoming call. Ms. Hayes, this is CNN breaking news.
Can you comment on the data you've released? CNN, you're on speaker with Flight 847. I can tell you that everything Phoenix Protocol revealed is factual, verified, and legally obtained. Ms. Hayes, what do you hope to accomplish? I hope to accomplish a world where my daughter can fly anywhere without being questioned about whether she belongs there.
Sophia Martinez held up her phone. CNN, this is Sophia Martinez. I'm live streaming everything from inside the plane. This lady isn't a terrorist. She's a hero.
The CNN reporter's voice was excited. Sophia, can you describe what's happening? What's happening is that a brilliant woman is using her own technology to expose discrimination that airlines have been hiding for years. Victoria nodded to Sophia gratefully. CNN, would you like to interview other passengers about their experiences with airline discrimination?
Absolutely. Victoria touched her screen. The PA system activated. Ladies and gentlemen, CNN is on the line. Anyone who wants to share their experiences with airline bias is welcome to speak.
David Thornton stood up first. This is David Thornton. I'm a civil rights attorney and I can tell you that what Ms. Hayes has documented represents the largest evidence collection of institutional bias I've ever seen. A woman from economy class raised her hand. This is Maria Santos.
Last month, American Airlines moved me from an aisle seat to a middle seat because another passenger complained about sitting next to someone who might not speak English. I speak four languages and hold two master's degrees. An elderly black man in the back stood up. This is Robert Johnson. United Airlines lost my reservation three times in 6 months, always for computer errors.