United Airlines has restructured so a single
leadership team will manage all customer-facing functions. The carrier has
promoted Kate Gebo from vice president running the office of CEO Oscar Munoz to
senior vice president of customer service delivery. She will aim to bring a "more
consistent, positive experience" for United travelers, according to United
president Scott Kirby. Speaking on Wednesday at The BTN Group's The Beat Live
conference, Munoz said the role will "encompass all the facets that impact
the customer … from booking to landing. We're tired of having internal
functionality split so the left hand doesn't know what the right hand is doing,"
he said "We can't do that anymore."