Every trans thread on here and other places I've read online say it's rude to ask what's in a transwoman pants, that it's transphobic because someone is female if they say they are female, and what's in between their legs is irrelevant.
If the salon said they don't perform brazillians on trans women they'd be called transphobic and bigoted.
If they asked Karen (and every transwoman) if they had a penis they'd be called transphobic and bigoted.
The salon assumed that as they say on their websites etc that they do not wax males that someone with make gentialia would be trying to book in for a female genitalia treatment, that's not unreasonable.
Karen should have made her pre OP status clear, if talking about her genitals is hard for her to do and triggering then maybe a treatment where Karen needs to show her genitals to a stranger isn't a wise choice as she's going to be hurt by either being asked if she has a penis, or when the therapist is shocked at an unexpected cock.
And now the therapist is transphobic and bigoted because they called a penis male genitalia.
It sounds like Karen set the salon up to fail, they don't seem to find it difficult to mention they have a penis to the press so I'm not sure I buy the idea that she was to embarrassed or didn't have confidence to tell staff she had a penis.
Karens feelings have been given a lot of attention but knows the therapists past, there's loads of valid reasons why seeing an unexpected penis could make her shocked and even scared, she shouldn't be forced to touch a penis if she doesn't want to, it's not a requirement of her job, doesn't make her transphobic.
The salon have done nothing wrong at all.