Happy workers make happy customers. This business adage has been driving a multiyear transformation at United Airlines that’s designed to improve the satisfaction of the company’s 67,000 employees and millions of customers. It’s a major culture change initiative that Kate Gebo, executive vice president of human resources and labor relations, has been helping to lead.
That initiative is important today as flight crews enforce mask mandates and face increasingly unruly passengers. And it gained sudden urgency in 2017 when a passenger was violently dragged off a United plane for refusing to give up his seat on an overbooked flight. A video of the incident went viral and caused a backlash.