Passengers would later say they could feel the tension in the air before a word was even spoken. A mother sat quietly in her seat, rocking her infant, trying her best to keep the baby calm. The child’s soft cries drew a few glances, but most people smiled politely and went back to their phones.
Then a flight attendant approached. Her tone was sharp, her words firm — she believed the mother was delaying the flight or violating protocol. But in her rush to control the situation, she forgot the one thing that matters most in customer service: compassion.
The young woman, whose name was Kesha, stayed composed. She had done nothing wrong. She was seated exactly where her ticket said she belonged — seat 2A, first class. She cradled her baby, Zoe, whispering gentle words to keep her calm.
When the attendant’s tone grew harsh, other passengers began to stir. Some nodded in agreement, thinking the crew was simply enforcing rules. Others reached for their phones, quietly recording the exchange.
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