Janet looked toward the gate, where more people were beginning to gather. A passenger in a suit had come down the bridge to find out what was happening. Dr. Voss stood beside the security officers, arms folded. Talia remained near a row of empty chairs, filming the discussion with her camera pointed mostly at the podium. The airline's reputation was beginning to become part of the problem Janet wanted to contain.
"Mr. Chen," Janet said carefully, "your documents appear to be correct. However, given the conflict that has developed, I think the best solution is to seat you in coach for this flight and review a refund afterward."
Marcus blinked once. "Why?"
"Because the crew has concerns about your conduct."
"What conduct?"
"Your refusal to comply with their direction."
"Their direction was based on a record you've now established was wrong. If I had moved before you checked, would that have made the direction right?"
Janet's expression tightened. "Sir, arguing with me won't help."
"I am asking you to identify a rule I violated," Marcus said. "You have my valid ticket in front of you. You have the active reservation on the computer. If you believe my behavior makes me unsafe to carry in seat 1A but acceptable to carry in row twenty-three, I would like to understand the safety principle behind that decision."
Santos lowered his eyes to his notebook. It was a good question, and he knew there was no coherent answer. Janet seemed to realize this as well. She changed her approach.
"The captain has discretion regarding the operation of his aircraft," she said. "I am trying to give you a way to make this flight."
"Does his discretion include changing the cabin on a valid ticket because he doesn't like the passenger who purchased it?"
"The captain hasn't changed your ticket. He's concerned about compliance."
"Compliance with an incorrect accusation," Dr. Voss said.
Janet turned sharply. "Ma'am, please allow us to handle this."
Dr. Voss stepped forward. "My name is Patricia Voss. I'm in seat 3B, and I saw the entire encounter."
"Mr. Chen was polite. He showed the boarding pass before anyone called security."
"He didn't raise his voice. If you're making a conduct decision, I want you to have my statement before you make it."
"We can accept a witness statement later."
"You seem willing to accept the crew's statement now."
A man behind Dr. Voss added, "I was sitting in 4A. I heard the attendant say anyone could buy a platinum card on the internet. She didn't even inspect his number."
His name was Arjun Malhotra, a management consultant traveling to Chicago for a conference. He wore an expensive navy suit and carried a laptop bag covered in airline tags. When Sarah had first approached Marcus, Arjun had been too absorbed in a spreadsheet to intervene. He felt ashamed of that now. He had spent his career telling executives to measure what happened rather than what people said had happened, and he had watched three employees skip the very first measurement available to them.
Janet looked from one witness to the other. "I appreciate your concerns," she said. "But I am responsible for getting more than a hundred people to Chicago. This discussion is delaying them."
"Then the fastest resolution was available two minutes ago," Marcus said. "You confirmed my seat. You could let me use it."