The line between innovation and disruption often comes down to one thing: communication. Rich Davis, who spent 40 years at United Airlines, learned this early in his career, especially during the most challenging times in aviation security.

Starting as a reservation agent, Davis identified an inefficiency: temporary reservations that should have automatically canceled remained in the system, blocking inventory and requiring manual work to clear. His automated solution could save millions, but when he presented it, management rejected it for fear of budget and staff cuts. Later, when he resubmitted the proposal as part of a corporate initiative, it was approved, resulting in the elimination of 150-175 jobs.

This experience shaped Davis’s leadership style, especially after 9/11, when security became a top priority. His collaboration with security leaders from competing airlines was key to rebuilding public trust. "We were not competitors in security," he recalls, highlighting how they worked together toward a common goal: “100% landing.”

Throughout his career, Davis saw security decisions often clash with revenue priorities. When safety required airport closures or evacuations, it impacted profits. He learned to show that security was not just a cost, but a revenue driver that built customer confidence.

Davis’s advice for those facing resistance: persistence. Leaders change, opportunities open, and sometimes it takes approaching problems from different angles and gaining support from others to succeed. As he says, “You’ll be proud of the difference you make.”