PHOTO: © BARRY BRECHEISEN
THE BASICS
Name: Michael Covey
Title: Managing director, MileagePlus
Company, city: United Airlines; Chicago, Illinois
First job: Re-shelving library books at age 13 for $4.15 an hour
Where to next: Singapore. I’ve never been and I’m grateful Crazy Rich Asians is played on our planes so I can spot the top sites.
A LITTLE BIT MORE
What actor or actress would play you in a movie of your life?
Adam Scott. He strikes me as down-to-earth with a wide acting range. I also appreciate his work on Parks and Recreation and his standout performance in Severance.
What would you be doing professionally if you weren’t in your current industry?
I would be teaching French. I majored in 19th-century French literature in college and still read in French to keep my skills sharp. My daughter studies French in middle school, so that passion continues at home.
What is your favorite book, movie or television show?
I recently reread Of Mice and Men, which remains one of my favorites; a few of us in MileagePlus formed a small book club to explore its themes. My favorite book, though, is The Power of One, a historical novel about a South African boy whose story is intertwined with the nation’s history. Reading it inspired an unforgettable trip to Africa.
What historical figure, dead or alive, would you love to have dinner with?
Charles Darwin. I’d love to hear firsthand what his travels were like and how he experienced the Galápagos islands.
THE BUSINESS
What is your most recent project, and what was the inspiration behind it?
We recently launched and continue to expand Money+Miles, a flexible payment option that lets MileagePlus members combine a chosen amount of miles with cash for flights. The idea was to make mile redemptions more accessible and give members greater flexibility when booking.
What is your favorite aspect of the job?
I lead a remarkably diverse team with varied backgrounds — from tarmac operations and medical software to international research. Some members have been with United a decade, others are just starting. We include people from different countries, first-generation Americans, and families rooted in Chicago. There are globetrotters and homebodies, introverts and extroverts. I enjoy bringing these perspectives together to spark new ideas and build products that serve many kinds of travelers.
What’s the biggest business risk you’ve ever taken?
One major risk was changing how members qualify for Premier status in 2019, shifting toward a revenue-based approach instead of distance-based qualification. I was cautious at first since no other major U.S. carrier had made such a move, but it aligned better with customer behavior: some members spent a lot with United without necessarily flying the long distances that previously determined status.
Who is someone you admire professionally in the travel industry?
I could name many colleagues at United who inspire me, especially those who have broken barriers. Broadly, I admire the many professionals working to make travel more sustainable — their efforts are crucial for the future of the industry.
AS A TRAVELER
Tell us about a travel nightmare: My first trip as a parent taught me a lesson. Traveling with a two-month-old was chaotic because I wasn’t prepared. Now I pack an emergency outfit for every family member. I’ll let you imagine why that’s necessary.
Share a comical travel experience:
Working for an airline, travel often has a comedic edge — you arrive at the airport unsure if you’ll get on your flight. Once my family of four tried to get to Europe; after three missed connections we pinned our hopes on the last flight to London. We were the final four passengers to secure seats, and the gate agents jokingly told us to “run and find any open seat.” My son watched a portable DVD player for the entire eight-hour flight and later declared it the best plane ride ever. This was before screen time became a major debate.
What is your preferred method of travel — planes, trains, automobiles, cruise ships — and why?
Planes. Especially when I can use award flights: a confirmed seat, high speed and safety, and the ability to cross continents quickly. There’s nothing like leaving on a Friday afternoon and arriving somewhere new with a fresh stamp in your passport by Monday morning.
What has been the best example of customer service you’ve experienced during your travels?
On a family trip to South America, a teddy bear was placed on my son’s bed when we arrived. Small, thoughtful gestures like that — using what you know about a customer to create a moment of delight — stand out to me. Recognition and personal touches go a long way in great customer service.