She picked up the cabin phone. Captain, I need you at the gate. Ethan looked at Sophie. The young agent's discomfort was obvious. The system had answered every legitimate question.
Claire was now escalating because the answer was not the one she wanted. Captain Richard Halston came through the jet bridge already irritated. What's going on? Claire answered before Ethan could. This passenger is refusing to cooperate with verification and getting increasingly confrontational.
Sophie immediately said, "That's not exactly what happened." Halston barely looked at her. "I'll handle it." Then his attention moved to Ethan. "What seat?"
"2A." Claire replied. Halston's eyes flicked over Ethan's clothing before returning to Claire. "2A?" Ethan heard the surprise.
"That's what the reservation says." "Let me see the pass." Claire handed it over. Halston barely examined it. "My lead attendant says you're causing a problem."
Ethan nodded toward the computer. "Your gate system says I'm cleared to board." "That doesn't answer what I said." "Then tell me what problem I caused." Halston's voice hardened.
"You've been confrontational." "Did I threaten anyone?" "Stop trying to turn this into an interrogation. Did I threaten anyone? Sophie started to speak.
Halston raised a hand. I wasn't asking you. Ethan watched the captain silence the only employee who had actually reviewed the record. Did she tell you my reservation is valid? I trust my crew.
More than your own system? Halston stepped closer. My crew doesn't feel comfortable putting you on the aircraft. Ethan let the statement sit between them. What did I do to make them uncomfortable?
Halston had no specific answer. He replaced one with authority. Sometimes a captain has to use judgment. Judgment based on what? Based on experience.
Then use your experience to check the facts. A few passengers nearby had stopped looking at their phones. Halston noticed the audience. His pride hardened. There are procedures for dealing with disruptive passengers.
Ethan pointed toward the gate computer. Then follow them. Write down exactly what I did. Halston stared at him. The captain had authority.
Ethan had evidence. Halston chose authority. Check the manifest, Ethan said. I don't need to. Review the boarding history.
I've already decided. Call flight operations. Halston laughed. I'm not calling corporate every time somebody thinks the rules should bend for them. Ethan's voice stayed level.
I'm asking you to apply the rules already on your screen. Halston leaned closer. You people always think if you push hard enough, someone will make an exception. Sophie's head snapped toward him. The passengers nearest the gate went silent.