An Undercover CEO goes incognito to see how people truly treat others when they think no one important is watching. What she discovers is shocking — employees and customers treat her differently based solely on their first impressions, making assumptions about her appearance, status, and importance.
What they don’t realize is that the person they are judging is actually the CEO herself, quietly observing every interaction and taking note of their behavior.
As the truth comes to light, the powerful lesson about respect, humility, and the dangers of judging people too quickly becomes undeniable, leaving everyone to reflect on their actions.
👀 Watch until the end for a dramatic and eye-opening reveal.
🚀 Subscribe now and hit the 🔔 bell icon so you never miss an episode!
#UndercoverCEO #RespectMatters #LifeLesson #WorkplaceDrama
What they don’t realize is that the person they are judging is actually the CEO herself, quietly observing every interaction and taking note of their behavior.
As the truth comes to light, the powerful lesson about respect, humility, and the dangers of judging people too quickly becomes undeniable, leaving everyone to reflect on their actions.
👀 Watch until the end for a dramatic and eye-opening reveal.
🚀 Subscribe now and hit the 🔔 bell icon so you never miss an episode!
#UndercoverCEO #RespectMatters #LifeLesson #WorkplaceDrama
Category
🎈
FunTranscript
00:00Oh my god, can you imagine her wearing anything in this store?
00:04I guess not.
00:06Oh man, it's like such a waste of our time.
00:09I'll get her out of here. Watch this.
00:13Hi there.
00:15I just wanted to let you know that we do skew towards a younger customer here.
00:21You might find something more your style somewhere that's a better fit.
00:24I mean, there's a lovely place down the block, very classic, very elegant.
00:30And which place is that?
00:32You know, I don't know the name off the top of my head, but it's more, you know, mature.
00:37Well, I appreciate that, and I'll keep it in mind.
00:41Also, just to mention, the sizing in this section runs quite small.
00:47It's probably not going to be the most, like, flattering.
00:51Well, what size is this one?
00:53That's a 10.
00:54Oh, well, what do you know?
00:56That's exactly what I take.
00:58They do run small, though.
01:01You know, it might be worth...
01:02I'll try it on.
01:04You know, maybe I can help you find something specific,
01:07because we do have a sales section, and the pieces are slightly older stock,
01:12more accessible price points.
01:14It might be...
01:15I'm fine here.
01:18It's just that some of our new season pieces are quite an investment.
01:25I appreciate your concern, okay?
01:28I heard all of the things you said.
01:31Now, just let me browse, please.
01:35That style is really designed for a specific silhouette.
01:40I mean, it's quite unforgiving through the middle.
01:44Really?
01:45Well, does it come in another color, like pink or yellow?
01:51You know, I'm not sure.
01:53It would be helpful if you could go find out.
01:57Maybe you can see if there's more in the stock room or something.
02:02Is there someone that you can send back there to check for me?
02:05You know, we're really kind of short-staffed today.
02:10You're short-staffed.
02:12I see.
02:13So there's no one else here but you?
02:15Yeah.
02:18So...
02:20But...
02:20Oh.
02:21That one's from the new collection, the Spring Campaign.
02:24Right.
02:25Which is aimed at a very specific customer.
02:28I mean, the whole campaign is built around, like, a younger demographic.
02:32Active, aspirational.
02:34It's quite targeted.
02:36I mean, the brand direction is very clear about it.
02:38Mm-hmm.
02:40And what brand direction is that?
02:43Young, contemporary, very of the moment.
02:48And you feel I'm not of the moment?
02:52I just want to make sure you're finding pieces that really work for you.
02:56It's about fit in every sense.
03:00So is this dress for sale to the general public?
03:05Or only to the campaign demographic?
03:07Just so you know, the fitting room wait is really long right now.
03:12I'll take my chances.
03:14I know where it is.
03:19Oh, my God.
03:24The fitting rooms aren't busy.
03:26Yeah, I know that, Sarah.
03:28She knew that, too.
03:30And your point?
03:31No point.
03:32Just saying.
03:33Okay, we're not doing anything wrong.
03:35We're just being honest about who this store is for.
03:39She has a reservation.
03:41She picked things out.
03:42She's trying them on.
03:43Some people just don't know when they're not the target audience.
03:47That's not our problem.
04:05I'll take all of it.
04:08I mean, just so you're aware, our return policy is really strict.
04:13Most of these are going to be final sale.
04:15And a few of these pieces require really specific care.
04:20They're dry clean only.
04:21I feel like you'd probably want to factor that in.
04:23Mm-hmm.
04:25I do my own dry cleaning.
04:27Right.
04:28But some people find it adds up, especially if something's probably not going to end up working.
04:33I'll take the risk.
04:35And this one, honestly, I think you might regret it once you get home.
04:40I mean, the cut is just so unforgiving.
04:42And the color is really specific.
04:45It's just not going to work on everyone.
04:47Hmm.
04:48I'll find out.
04:50It's just, it's quite an investment for something that might not.
04:55Okay, ring it through, please.
04:57Okay, I'm going to be honest with you.
04:59And I say this because I think it's important.
05:03This store has worked really hard to build a particular image.
05:08That image matters to our customer base.
05:11And a woman of your age wearing this brand out in public isn't exactly aligned with what we're going for.
05:18I'm not trying to be unkind.
05:20I just think you should know what you're buying into.
05:23Really?
05:24Did you really just say all that?
05:28Can I tell you something?
05:29I started in retail 19 years ago.
05:32In a stockroom.
05:34Minimum wage.
05:35A store not unlike this one.
05:37Concrete floors.
05:39Fluorescent lights.
05:40A manager who thought the job was to move product.
05:45It took me years to understand that the product was never the point.
05:50The person in front of you is always the point.
05:55I worked the floor for a year, time and time again, before I understood the business.
06:01This side of it, anyway.
06:02I mean, and in all those years, I watched a lot of women come in and walk out.
06:09Older women.
06:10Women who didn't look like the posters on the walls here.
06:16And I watched staff manage them right out of the door.
06:19Politely.
06:21Smilingly.
06:22With the very best intentions.
06:24Every single time, it was the staff who had it wrong.
06:30The customer was just a person who wanted to buy something.
06:35That's a very nice perspective.
06:38But brand positioning is really important.
06:42My name is Lily Marsh.
06:45And I am the founder and CEO of this company.
06:50I've been doing unannounced visits to every store for 20 years.
06:56I find it tells me things that quarterly reports don't.
07:00Tonight has been particularly informative.
07:04Okay, I was just trying to be helpful.
07:07I mean, some of our customers, like, really genuinely appreciate it.
07:10Oh, I know.
07:11That's why I didn't say anything.
07:15Ugh.
07:16Move.
07:21Well, you can keep your job.
07:25But I'll know how this floor runs from here on, okay?
07:28Not as a punishment.
07:30Just as a fact.
07:31And what I expect is simple.
07:33Every person who walks through the door gets treated the way you'd want someone to treat your own mother.
07:40That's the whole standard.
07:42I will, and I should have today.
07:44Oh, I know you are.
07:47I'll take these without a bag.
07:49Okay.
07:58Hey there.
07:59Let me get that for you.
08:00Oh, thank you so much.
08:02It's heavier than it looks.
08:04I thought I was going to be stuck out there.
08:09Welcome to the Grand Luxe Hotel.
08:11What can I help you with today?
08:13I'd like to get a room for the night.
08:15I'll need one that's wheelchair accessible.
08:18I didn't make a reservation, though.
08:20I'm hoping you're not fully booked.
08:22No problem.
08:23Let me just check and see what we have here.
08:28Let me just check and see what we have here.
08:29Let me just check and see what we have here.
08:30So here's the situation.
08:31We do have one room available tonight, but it's not one of our wheelchair accessible rooms.
08:37I'm really sorry about that.
08:39Most of our accessible rooms are booked, but we'll have one open up tomorrow.
08:44If you're okay with that, I can get you into the available room tonight and move you to the other
08:49one first thing in the morning.
08:50I see.
08:52So tonight's room wouldn't be fully equipped?
08:56Unfortunately, no, but I'll make sure you're transferred to the accessible room as soon as it's available tomorrow.
09:03I really wish I had a better option for you right now.
09:05I'm sorry.
09:06Hmm.
09:07Well, that's not ideal, but I understand.
09:10And hey, if you'd rather find something more suitable for tonight, I can help with that, too.
09:15I could call around some nearby hotels, check and see if they have accessible rooms open.
09:19I'd be happy to do that for you.
09:20That's very thoughtful of you.
09:22I appreciate the offer, but I know it's a busy time of year, so it's probably tough to find anything
09:29last minute.
09:30Yeah.
09:31I mean, it's definitely busy, but I'll do my best.
09:33We want to make sure that you're comfortable wherever you end up staying.
09:37You're really going above and beyond, Jack.
09:40Really.
09:41Could I possibly see the room you have today just to see if I could manage?
09:46I would love to save a trip if possible.
09:49Okay.
09:55Jack, what seems to be the problem here?
09:58Oh, hi, Ms. Williams.
10:00This guest is looking for a wheelchair accessible room, but we're fully booked except for the one standard room.
10:05I was just offering to call around some nearby hotels to help her find a room tonight,
10:09or we can move her to an accessible room tomorrow.
10:13We don't have any rooms available, Jack.
10:15We're fully booked.
10:16You should know that by now.
10:18But we do have one room available, and if we could just...
10:21That room isn't suitable for her.
10:23We can't put her in a room that's not fully accessible.
10:26She'll just have to find another place to stay.
10:28I appreciate the concern, but I think I can manage in a standard room just for one night.
10:34No, no.
10:35It's too much hassle.
10:36We're not taking any risks.
10:38It's not our problem if she didn't plan ahead and make a reservation.
10:41I promise I'm more than okay with taking the standard room just for the night if it works, and I'll
10:49just switch to the accessible room tomorrow.
10:50No worries.
10:51Well, ma'am, I run this hotel, and I know exactly what we have, and I'm telling you, we don't
10:57have any suitable rooms for someone like you.
11:00I suggest you try another hotel.
11:02Maybe we could still call another hotel and see if they have something more accessible for tonight.
11:08I'm happy to do that for her.
11:10Jack, enough.
11:11I said no.
11:14We're done here.
11:15This guest is not our responsibility.
11:17Look.
11:18On your website, I can see the one available room and all the pictures of it.
11:23Yes, it doesn't have some accessibility features, but I'm confident I can make it work.
11:28Isn't that enough?
11:31Are you trying to tell me that you know this hotel better than I do?
11:35The manager?
11:36Yeah, I don't think so.
11:38I'm telling you, that room won't work.
11:41Even if it did, we don't want you here.
11:43Honestly, you're ruining the atmosphere in here just from the few minutes you've spent wheeling around in the lobby.
11:50I see how things are.
11:53Okay, well, thank you, Jack.
11:55I appreciate everything you tried to do.
11:57I'm really sorry that it couldn't have worked out better.
12:00Please let me know if there's anything that I can do.
12:04Thanks.
12:10You need to learn how to follow orders, Jack.
12:13It's not your job to bend over backward for every single guest, especially not ones who didn't bother to plan
12:19ahead.
12:20We're not here to accommodate everyone, you understand?
12:23Yes, Miss Williams.
12:24And honestly, how dare you question my authority?
12:28You think other guests are going to want to see some person in a wheelchair wheeling around in here?
12:33You have a standard to uphold and you're on thin ice, Jack.
12:37You get that?
12:38Yes, Miss Williams.
12:39Good.
12:40Now get back to work.
12:57Wait, you were in the wheelchair earlier, right?
13:02How are you?
13:03It's a long story, Jack, but yes, that was me.
13:07Can you call Mrs. Williams for me?
13:09I need to speak with her.
13:10Yeah, sure.
13:10Just give me a second.
13:12Miss Williams, could you please come to the lobby?
13:14There's a guest here who needs to speak with you.
13:18Okay.
13:27You again?
13:31Wait, weren't you just-
13:33In a wheelchair?
13:34Yes.
13:35But that was just part of the test.
13:38Test?
13:38What are you talking about?
13:40Let me introduce myself properly.
13:42My name is Claire Wright.
13:43I am the CEO of this hotel chain.
13:45I came here today undercover to observe how my staff handles guests,
13:50particularly guests with special needs.
13:52You know, it's easy to put on a show when everything's going smoothly,
13:56but the real test?
13:58The real test comes in when something unexpected happens.
14:02I-
14:03I didn't realize.
14:04Ms. Wright, I mean, if I had known-
14:07That's the point.
14:08You weren't supposed to know.
14:09And I've seen exactly what I needed to see.
14:12Ms. Wright, I can explain everything.
14:13I was just trying to maintain order.
14:16We're a very busy hotel, and we have certain standards to uphold-
14:20Order?
14:21Is that what you call what I saw earlier today?
14:25Refusing to help a guest, ignoring Jack's efforts to assist me,
14:28dismissing the available room, even though I could have stayed in it for one night.
14:34That's not order.
14:35That's poor management, Mrs. Williams.
14:37I-
14:38Oh, I didn't mean it like that.
14:41I was just thinking about what was best for the hotel, for our reputation.
14:45We can't always accommodate every single guest who comes through here, especially without a reservation.
14:51This isn't about reservations.
14:54This is about how we treat people.
14:56I didn't expect perfection.
14:58I know things don't always go according to plan, but your response wasn't about logistics or availability.
15:04It was about dismissing me because you didn't want to deal with the hassle.
15:10I just didn't want to cause a situation where we couldn't properly take care of your needs.
15:16I thought it was best to avoid any complications.
15:18That's your reasoning?
15:20You would have left me without a place to stay because you didn't want the inconvenience?
15:25That's not how we treat people at this company.
15:27And Jack here, he was the only one who actually tried to help me.
15:32He was professional, empathetic, and did everything he could to find a solution, even when you told him not to.
15:38Thank you, Ms. Wright.
15:39I was just trying to help, and I didn't want to leave you without options.
15:43And that's exactly what you should have done.
15:45I'm incredibly impressed with how you handled everything today.
15:49You didn't hesitate to step up, even when it wasn't easy.
15:54You went out of your way to make sure I felt welcome, even when Mrs. Williams was making it very
15:59difficult.
16:00Ms. Wright, please.
16:02I've been with this hotel for years.
16:04I've always been committed to running this hotel efficiently.
16:07Today was just an oversight.
16:10Mrs. Williams, what I saw today wasn't an isolated incident.
16:14It's a reflection of how you've been managing this hotel, and it's clear to me that your priorities are in
16:20the wrong place.
16:21You put convenience above people.
16:24That's not what we are about.
16:25I can change.
16:26I just...
16:27I didn't realize.
16:29It's too late for that.
16:30Your behavior today showed me exactly why things need to be changed here.
16:34You're terminated from your position as manager. Effective immediately.
16:38Oh, please, Ms. Wright. I can fix this. I didn't mean to.
16:42I've made my decision.
16:43Pack your things and leave.
16:46Fine!
16:47You know what?
16:48This is insane, testing your employees like this.
16:50I wouldn't want to work for a CEO like this anyway.
16:54You can stop making excuses for your terrible behavior.
16:57Now get out of my lobby before I call security.
17:05I don't know what to say.
17:07Thank you, Ms. Wright.
17:08I did not expect any of this.
17:10You don't have to say anything, Jack.
17:12I should be the one thanking you.
17:14You handled yourself incredibly well today, and it didn't go unnoticed.
17:19We need more people like you in this company.
17:21I was just doing what I thought was right.
17:23I couldn't let you leave without at least trying to help.
17:27And that's what makes the difference.
17:28You didn't just follow the rules blindly.
17:31You went out of your way to help someone who needed it.
17:35That's the kind of attitude we need more around here.
17:38I want to make sure that you know how much you are appreciated.
17:42There are big changes coming to this hotel, and you're going to be part of them.
17:47Sorry, I'm just still in shock.
17:50I wasn't sure what was going to happen when you walked in without the wheelchair.
17:54You've got nothing to worry about.
17:55You've got a bright future ahead of you, Jack.
17:58And I'm going to make sure you're rewarded for your dedication.
18:02Let's grab a seat and talk about it.
18:06Okay.
18:13So I'm still trying to wrap my head around all this.
18:16You're really the CEO, like the actual CEO of the whole chain?
18:20Yes, Jack.
18:21The actual CEO.
18:22I know it's a lot to take in, but I do this sort of thing from time to time.
18:27Go undercover, see how things are really working at the ground level.
18:31It's the best way to see the true sense of how our guests are treated.
18:36That's incredible.
18:37I mean, I've heard of stories of the CEO doing that,
18:40but I've never thought that I'd be a part of one.
18:42And the wheelchair, the whole thing, it's honestly brilliant.
18:46I didn't have a clue.
18:47That was the point.
18:48If people knew who I was, they'd treat me differently.
18:52I wouldn't get an honest look at how things are really run.
18:55But you, Jack, you treated me exactly the way you should treat any guest,
18:59no matter who they are.
19:01And that's exactly what I wanted to see.
19:04I appreciate that so much.
19:06Honestly, I've been working here for a few years,
19:08and it seems like people don't notice when you try to go that extra mile, you know?
19:12Like, we're just here to keep things running, and that's it.
19:16Oh, I notice.
19:17And that's exactly why I wanted to talk to you about your future here, Jack.
19:22My future?
19:23What do you mean?
19:24I want to offer you a promotion.
19:26You've demonstrated today that you're not just doing the bare minimum,
19:29you care about the guest, you care about how our hotel operates,
19:33and you care about doing what's right.
19:35That's exactly what we need in a leadership position.
19:38Wait, you want me to be in management?
19:41Yes, Jack.
19:42You've shown me that you have what it takes to lead by example.
19:45You're patient, you think on your feet,
19:47and you prioritize the guest experience above all else.
19:50Those are qualities we need in a manager.
19:53Wow.
19:54I don't even know what to say.
19:56You deserve it, Jack.
19:58You've earned this opportunity.
19:59And I want to make sure that people like you,
20:02who genuinely care about the work they do,
20:04are given the chance to grow in this company.
20:07You're exactly the kind of person we need in leadership.
20:10This is unbelievable.
20:11Thank you so much.
20:13I know it's a lot to process,
20:15but I'll be working closely with you to make sure you're supported in your new role.
20:19I'm so grateful.
20:21And this is just the beginning.
20:23There's a lot more to come,
20:24and I'm looking forward to seeing what you'll accomplish.
20:27I won't let you down.
20:28I am ready for whatever comes next.
20:30I know you are.
20:31Let's make this hotel the best it can be.
20:34Together.
20:50Hi.
20:54Hi.
20:56Hi.
20:57Hi.
20:57Is there anything right here?
20:59Will, you're not going to help this lady?
21:01She's pregnant.
21:02Oh, sorry.
21:03I didn't notice her.
21:04How come you didn't notice her?
21:05She's right there and asked for help.
21:07Yeah, yeah, I'm sorry.
21:08Help right now.
21:09Okay, then.
21:11Thank you so much.
21:13You know, you shouldn't be carrying heavy things,
21:16especially at this stage.
21:17I know.
21:18I'm 34 weeks pregnant today.
21:20Just walking here is a workout.
21:22You're good now.
21:23My name's Tommy.
21:24I'm the hotel manager,
21:25and I'll let Will here take care of you.
21:27Thank you, Tommy.
21:28I'm Deborah.
21:29I really appreciate your help.
21:30No problem.
21:34Hi.
21:35Hi.
21:37Do you have a room?
21:38No, not yet.
21:39I was hoping to get one.
21:41Well, we're pretty full right now, but I'll check what I can do.
21:45I'm just hoping you're going to find something,
21:47because it's been such a long day.
21:50Just my husband.
21:51Look, I don't care about your self story.
21:53Okay, I'm not even sure that you're actually pregnant,
21:55so I'll just cut the crap out of me.
21:57Why would I lie about being pregnant?
21:59Well, maybe because we get a lot of people just like you coming here,
22:01pretending to be pregnant so they can get cheaper prices
22:04and having their stuff carried out.
22:05I'm really pregnant.
22:06I'm not lying.
22:08That just doesn't make sense.
22:09Okay, fine, fine.
22:10I'll get her alone.
22:11Just find me a room.
22:13I'll see what I can do.
22:14Well, it's a lucky day.
22:15We've got one of the most expensive rooms for two people,
22:18just like you asked.
22:20107.
22:21Have a nice trip.
22:22Are you charging me for two people?
22:25Well, you said you're pregnant, right?
22:27So there's two of you.
22:28I'm pregnant.
22:28I'm not two people.
22:30Well, that's not how it works here.
22:31Okay.
22:33I'll just speak this to me.
22:35Well, Tommy's a little busy right now.
22:38You're going to call him now.
22:40Have a seat.
22:41I'll grab Tommy for you.
22:51Hello, Debra.
22:52What seems to be the problem?
22:53Well, Will here has been just unreasonable.
22:56He wants to charge me for two people.
22:57Explain to him and just me two.
22:59I think what she's trying to say is that I wanted to give her more space in the room
23:02so I could accommodate the baby.
23:04She's pregnant, you know, so she might get into labor anytime since.
23:07I thought, like, you know, more space, so...
23:09That's not what you said at all.
23:10You don't care.
23:11You just wanted to charge me.
23:13Tommy, just...
23:15I think he's just putting an act for you to impress you or something.
23:18I apologize, Debra.
23:20That was completely unacceptable.
23:23We'll get you a new room.
23:24By the way.
23:26Sure.
23:29Well, listen.
23:32You're going to do whatever Debra needs.
23:35You understand?
23:36Grab her back.
23:37Take her to a nice room.
23:38Right?
23:39Go.
23:43Go, Debra.
23:45Well, he can be typical sometimes.
23:48But he means well.
23:50Who's following?
23:52Okay.
23:58There you go.
24:01Thanks for that.
24:04Enjoy your little room.
24:05You know, Will?
24:05I think you should be more understanding of people's situation.
24:08Understanding?
24:08Yes, understanding.
24:09Or maybe you shouldn't get pregnant if you can't handle it.
24:11Maybe you shouldn't be like walking like this.
24:13I'm not paid to take care of your pregnancy.
24:16I knew something wasn't right.
24:18I've been listening.
24:20In fact, you're not a good person, Will.
24:23I just need to hear it for myself.
24:26No one should be treated like that.
24:31Will, you're fired.
24:32All right.
24:37Stupid charm and stupid river anyway.
24:41I apologize, Debra.
24:43We don't operate a hotel like this.
24:45I've arranged for a luxury room for you.
24:47Free of charge.
24:48And you will provide everything you need.
24:53We really need a lot.
24:54No problem.
24:55Take care of yourself and rest up.
24:57And good luck with your interview.
24:59Thanks.
25:17Hi.
25:19Hi.
25:20I'm here to check in.
25:21My name is...
25:22Yeah.
25:22Listen.
25:23Are you sure you should be flying in your condition?
25:27I mean, you know for your safety and all that.
25:30Oh, I appreciate your concern, but I'm perfectly fine.
25:34I wouldn't be here if I wasn't sure about it.
25:36Right.
25:36Well, look, if you don't mind me asking, how pregnant are you exactly?
25:41Excuse me?
25:42It's just, you know, pregnancy is a very delicate thing, right?
25:45Lots of potential problems.
25:48Look, I just want to know if we need to be prepared for the little one to pop out at
25:51any second, you know?
25:53My pregnancy is a private matter, but I assure you, I'm fit to fly.
25:58There won't be any trouble.
26:00Yeah.
26:01Okay.
26:01But you see, it's not just about you, right?
26:03It's about the whole plane, the other passengers.
26:06What if something happens?
26:07Like, we can't have any liabilities.
26:09I completely understand, but I assure you, I'm well within my rights and health to travel.
26:14I feel good, honestly.
26:17Look, I'm sure your husband worked very hard to buy you a plane ticket and you don't want to waste
26:21it or whatever, but wouldn't you feel more comfortable knowing you're not taking any chances putting your baby's life in
26:27danger?
26:28I bought the ticket myself, actually, and look, I've done the research and it's perfectly safe for me to fly
26:34right now.
26:35Seriously?
26:37Some people just don't know when to stay home.
26:42It's not fair to the rest of us, is it?
26:45Taking risks like that?
26:47I mean, what if she needs something mid-flight?
26:50It's so inconsiderate.
26:52See?
26:53This lady gets it.
26:55It's not just about you, ma'am.
26:56I mean, sure, you might feel fine now, but things can change up real quick in the air.
27:00I've seen it happen.
27:01So unless you've got a doctor's note or something, I really think you should reconsider.
27:05I do understand your perspective, but I'm perfectly healthy and have clearance to travel.
27:14It's a short flight and I'm more than prepared.
27:16There's no need to worry.
27:18Oh, come on.
27:19You can't possibly be serious.
27:21What if you go into labor or something?
27:23You're not just putting yourself at risk, you're putting everyone else at risk, too.
27:27We all paid for our tickets and we deserve a safe flight.
27:31Without extra drama.
27:33I appreciate your input, but I'm not going to go into labor on a two-hour flight.
27:40I'm well within my second trimester and it's perfectly safe time for me to travel.
27:44I wouldn't risk my own health or anyone else's if I thought there was a problem.
27:49Look, ma'am, I'm just trying to do my job here, okay?
27:52I don't want any trouble, but I've been working here long enough to know that sometimes people don't realize they're
27:57pushing it.
27:58And you just don't seem like someone who should be up in the air right now.
28:02Maybe it's best to play it safe, don't you think?
28:04I get that you're trying to be cautious and I respect that, but I promise you I'm in excellent health
28:10and I've consulted with my doctor.
28:12There's no reason for concern.
28:13I'd really appreciate it if you could process my ticket so I can get on my way.
28:18This is unbelievable.
28:20I can't believe that we're having this discussion.
28:22It's just so irresponsible.
28:24I mean, what if something goes wrong and we have to turn the plane around?
28:28Do you have any idea what that would do to everyone else's plans?
28:33It's just not fair to put us all in that position.
28:36Look, I'm not here to inconvenience anyone and I'm certainly not here to cause any trouble.
28:40I'm simply trying to get to my destination just like everyone else.
28:46Well, it's my responsibility to make sure everyone gets to their destination safely.
28:51And I just can't help but feel like we're flirting with disaster here. I'm sorry.
28:55I hear you, but unexpected things can happen to anyone at any time, not just to someone who's pregnant.
29:00Oh sure, act like everything is going to be perfectly fine. But if something happens, it's on us, isn't it?
29:07I just hope you're ready to deal with the consequences because the rest of us shouldn't have to pay for
29:13your mistakes.
29:14Thank you for your concern, both of you. I'll tell you what. I'm going to make a quick phone call
29:22to clarify the situation. I think it'll put everyone's mind at ease.
29:27Yeah, okay, sure. Go ahead. Make your call. Don't think that's going to change anything. I've got to do what's
29:33best for everyone here.
29:35I understand. I'll be right back.
29:40She's just wasting time, you know? Probably trying to get someone to back her up, but it won't work.
29:47You're the one in charge here, and you're doing the right thing.
29:51Yeah, I know. I've been around long enough to spot when someone's trying to pull a fast one.
29:55She's probably just hoping to get some sympathy points or something, but rules are rules, and I'm not about to
30:00bend them just because someone thinks they're special.
30:03Exactly. I'm so glad you're not one of those people who just caves into whatever sob story someone tells.
30:10We need more people like you who actually enforce the rules.
30:16Thank you for your patience. I've just made a call, and someone will be contacting you shortly to clear everything
30:22up.
30:23Uh-huh. Sure. Well, I'm here. I'm not going to go anywhere.
30:27But like I said before, a phone call isn't going to change the rules. If you're not fit to fly,
30:31you're not flying. Simple as that.
30:34Exactly. I mean, I'm not trying to be rude, but this is just how it is. Safety first, you know?
30:41We're not trying to make things difficult for you, but you've got to understand that there are rules in place
30:47for a reason.
30:49I completely understand your concerns, and I appreciate that you're thinking about safety. That's why I made the call, to
30:57ensure that everything is clear and there are no misunderstandings. I'm sure you'll get the clarification you need soon.
31:03Yeah, well, okay. We'll see about that. Look, I've been doing this job for years, and I've seen all kinds
31:08of situations. You'd be surprised how many people think they can just get around the rules with a phone call,
31:13but that's not how it's going to work here.
31:14It's not like we're trying to be difficult, right? We're just looking out for everyone's safety. If it were me,
31:20I'd be grateful someone was taking the time to make sure everything's okay. I guess some people just don't see
31:27it the way it is.
31:34Hello? Yeah, this is, uh, this is John. Uh-huh. I see. I didn't realize yet. Yes, sir. Yes, I
31:46understand. No, no, of course, sir. I'll take care of her right away. Right away.
31:50Um, uh, look, sir, it was just a simple mistake. Got it. Okay. Um, ma'am, look, I'm, I'm really
32:05sorry about the, uh, misunderstanding. I didn't, I didn't realize who you were. I just, I was just trying to,
32:12you know, do my job. But I see I might have overstepped. I'm sorry.
32:16It's all right, John. I understand you were trying to do what you thought was best, but it's important to
32:21treat everyone with respect and fairness, don't you think?
32:24Yes, ma'am. Absolutely. You're right. I, look, I really messed up here. And I'm very sorry about that. I
32:30just, I didn't realize that I...
32:32Wait, wait, hold on a second. What did they say? Who is she really?
32:39I'm the CEO of this airline. I came here today undercover to see how our passengers are treated with their
32:46airlines. Unfortunately, I've seen more than I hoped to.
32:49What? You're the CEO? No way. I mean, I didn't know. I just thought, oh my God. I had no
32:58idea.
32:58Look, ma'am, please. I am, I'm so sorry. If I'd known, I would have treated you with the respect
33:06that you deserve.
33:07All right, I wasn't trying to be rude. I, I wasn't, I just didn't realize. I didn't know who you
33:11were.
33:12It's not about who I am, John. It's about how you treat people, all people, regardless of who they are
33:17or what they look like.
33:19Everyone deserves to be treated with dignity and respect. That's something we need to ensure across our entire airline.
33:24Oh my God. I can't believe this. I really didn't mean to. I wasn't trying to be. I just thought,
33:32you know, I was just, I mean, I'm so sorry.
33:38I didn't mean to disrespect you. I just, I just was thinking about safety, you know?
33:46I appreciate that you were concerned about safety, Karen, but it's important to remember that assumptions can lead to unfair
33:52treatment.
33:52We have procedures in place for a reason, and those need to be followed without bias.
33:57Look, ma'am, I'll do whatever it takes to make this right, okay? I've, I'm so embarrassed. I've never, I,
34:03and I've just, I didn't mean to.
34:05I know you didn't mean to, John, but there are consequences for actions, especially when they impact others, as I'm
34:12sure your supervisor just informed you your services won't be required at this airline anymore.
34:16He did inform me that, but I was hoping maybe we could talk it through, you know? Maybe work something
34:21out. I'm, I'm really, really so sorry for judging you, ma'am.
34:25Unfortunately, my decision stands, John. Your demeaning and prideful attitude has no place in my airline. As for you...
34:34Oh my god, this is a nightmare. I didn't mean to. I'm, I'm not like that, I swear. I just,
34:42I was just thinking about what's best for everyone. I didn't mean to cause any trouble, honestly.
34:48Ma'am, it's not just about what you intended. It's about how your actions affected someone else. It's a lesson
34:54for all of us to be more mindful of how we treat others, especially in situations like this.
35:00I swear this won't happen again, ma'am. I'll, I'll do whatever it takes to make sure everyone is treated
35:05fairly. I just didn't realize. I've, I've never been so embarrassed in my life.
35:10It's important to learn from these experiences, John. I, I hope this will be a turning point for you in
35:14how you approach your work.
35:16Treating people with kindness and respect should be your first priority, always.
35:20I just, I don't even know what to say. I'm so embarrassed. I never would have. I mean, I'm not
35:30usually like this. I just, oh god. I've really messed up, haven't I?
35:37We all make mistakes. What's important is that we learn from them.
35:41Please, please, ma'am. I really need this job, okay? Is there anything I can do?
35:47Every passenger deserves to be treated with respect, no matter what. That's the standard we set for ourselves, and that's
35:52what I expect from all our employees.
35:55You're done here. I'll be boarding my plane now. I believe John here has some news for you.
36:12Well, that was awkward.
36:16Yeah.
36:19So, may as well take a vacation now.
36:23You want to check me into this flight as your last task as an employee of this airline?
36:28Look.
36:31You're banned from the airlines.
36:33What?
36:33That's the news that she wanted me to share with you, alright?
36:36My supervisor fired me and told me that you, you're banned from flying with us ever again. You've been blacklisted.
36:42What? What do you mean?
36:45Are you kidding me? This is so unfair! Because of her?
36:50Yeah, you're telling me.
36:52Oh, you have it coming for you.