10 United Airlines customer service leaders
Kristie Sells, Managing Director, Global Service Delivery, heads this list of United Airlines customer service leaders, who also run contact centers, customer care and refunds, and airport customer service at Chicago O'Hare and Denver International Airport. A reader can learn how customer service leaders work at United Airlines from people who have held the role.
Professionals to explore
Andy Jamison
LinkedInExperience: Managing Director Customer Service · United Airlines
Andy Jamison has been Managing Director Customer Service at United Airlines since November 2023, based in Houston, and the profile headline reads Managing Director- Customer Service IAH. At United Airlines, Andy Jamison was also Director- Hub Business Management from 2022 to 2023 and Sr. Manager Airport Operations from 1999 to 2022.
B.J. McDonald
LinkedInExperience: Director, Contact Centers, Houston, Mexico City, Rapid City · United Airlines
B.J. McDonald has been Director, Contact Centers, Houston, Mexico City, Rapid City at United Airlines since January 2011, based in Houston. B.J. McDonald was Managing Director, Global Reservations and Customer Care at Continental Airlines in 2010 and Senior Director, Reservations and Customer Care there from 1998 to 2010.
Clarissa Ingram
LinkedInExperience: Director - Airport Operations, Customer Service · United Airlines
Clarissa Ingram has been Director - Airport Operations, Customer Service at United Airlines since August 2026, based in San Francisco, and also lists a current Sr. Manager - Customer Service row there from April 2022. Clarissa Ingram was General Manager - Airport Operations - PDX at United Airlines from 2020 to 2022.
Kathy Midyett
LinkedInExperience: Managing Director, Contact Center Service Delivery · United Airlines
Kathy Midyett has been Managing Director, Contact Center Service Delivery at United Airlines since March 2019, based in the Chicago area, and was Managing Director, Center Operations at United Airlines until 2019. Kathy Midyett also lists Sr. Director, Reservation Operations at Continental Airlines, a role that ended in 2010.
Kristie Sells
LinkedInExperience: Managing Director, Global Service Delivery · United Airlines
Kristie Sells has been Managing Director, Global Service Delivery at United Airlines since May 2025, based in Chicago, and describes leading global reservation support and a multi-year service delivery strategy. Kristie Sells was Head of Enterprise Customer Service at Guardian from 2022 to 2024 and Head Of Customer Service, Private Client Group at AIG from 2021 to 2022.
Laura Mandile
LinkedInExperience: Managing Director- Customer Service, Chicago O'Hare · United Airlines
Laura Mandile has been Managing Director- Customer Service, Chicago O'Hare at United Airlines since December 2021, based in Algonquin, Illinois, and also lists a Managing Director row there from 2018. At United Airlines, Laura Mandile was also Director Customer Care from 2015 to 2018 and Sr. Manager Contact Centers from 2010 to 2015.
Louis Ross
LinkedInExperience: Director, Customer Care, Refunds, Flight Recovery · United Airlines
Louis Ross has been Director, Customer Care, Refunds, Flight Recovery at United Airlines since May 2024, based in Spring, Texas, and was Director, Customer Care and Baggage Recovery there from 2022 to 2024. Louis Ross was Head Of Customer Experience at 247 FCR from 2021 to 2022 and VP of Customer Care at Plexus Worldwide from 2017 to 2021.
Michael Erbeck
LinkedInExperience: Managing Director, Customer Service · United Airlines
Michael Erbeck has been Managing Director, Customer Service at United Airlines since January 2011, based in Humble, Texas. Michael Erbeck was Director Customer Service at Continental Airlines from 2006 to 2010 and Manager of Sales, Service and Training there from 2005 to 2006, and lists specialties including customer loyalty and performance management.
Stephen Stoute
LinkedInExperience: Managing Director Customer Service - Denver International Airport · United Airlines
Stephen Stoute has been Managing Director Customer Service - Denver International Airport at United Airlines since December 2022, based in the Chicago area. Stephen Stoute was also Director Inflight Base Operations, Chicago O’Hare & London Heathrow at United Airlines from 2004 to 2023, and the profile lists operations management and airports among the skills.
Vincent Passafiume, CPA
LinkedInExperience: Director of Customer Service · United Airlines
Vincent Passafiume has been Director of Customer Service at United Airlines since May 2023, based in Denver, and lists another Director of Customer Service row there from 2020 to 2023. The profile headline reads Director - Airport Operations Customer Service, and Vincent Passafiume was Senior Manager - Customer Service at United Airlines from 2019 to 2020.
Choose the right perspective
Match the person's area, such as contact centers, customer care and refunds, or customer service at one airport, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your customer service role at United Airlines?
- 02How do you staff and prepare contact centers and airport teams for weather and schedule disruptions?
- 03What has your own work taught you about resolving refunds and recovery cases quickly and fairly?
Reaching United Airlines customer service leaders
How can I contact one of these United Airlines customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 1 company: United Airlines, based on profile data retrieved on October 25, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach United Airlines customer service leaders?
You choose the offer, starting at $5 per person. The offer is what the person receives, and Instant Expert's fee is added on top, so a $100 offer costs you $125. The fee is 20% of what you pay. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
Can an AI agent ask one of these United Airlines customer service leaders a question?
Yes. An agent with a USDC wallet on Base can ask one question without an Instant Expert account. It names the person, for example by the LinkedIn URL on this page, and pays per ask over x402 (HTTP 402). The person answers in writing or by voice note, and if nobody answers within 7 days, the payment goes back to the wallet automatically. Claude and ChatGPT can do the same through the Instant Expert connector: setup is at /docs/mcp for Claude and /docs/chatgpt for ChatGPT. x402 docs
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.