PHOTO: © JOHN RYAN, J&J STUDIOS, LLC
THE BASICS
Name: Laurinda Rainey
Title: Managing Director and General Manager, United Airlines Co. brand Cards
Company, city: Chase; Wilmington, Delaware
First job: My parents didn’t want me to work in high school, so I intentionally enrolled in an Art of Work class that required a job. With afternoons free, I worked half days in the electronics department at Walmart.
Where to next: I’m taking my 8-month-old daughter to Arkansas to meet family she hasn’t yet met.
A LITTLE BIT MORE
What actor or actress would play you in a movie of your life?
I don’t have a direct lookalike in mind, but I admire Viola Davis for the depth she brings to roles.
What would you be doing professionally if you weren’t in your current industry?
I’d likely be a psychologist or life coach. I come from a very large family — I’m the youngest of 16 and my grandmother’s 92nd grandchild — and I enjoy connecting with people. That empathy draws me toward professions focused on listening and helping others grow, though I might find it emotionally intense at times.
What is your favorite book, movie or television show?
Game of Thrones, though I would skip Season Eight. I appreciate strong character development and thoughtful pacing.
What historical figure, dead or alive, would you love to have dinner with?
Martin Luther King Jr. was my childhood hero. After a racially charged incident at age five, my parents introduced me to his life and message. I’d welcome his perspective today on how best to move forward.
THE BUSINESS
What is your most recent project, and what was the inspiration behind it?
We launched the Chase United Quest Card, which performed beyond expectations. Its release aligned with vaccine rollout and the resurgence of travel. Our marketing aimed to capture travelers’ renewed wanderlust while remaining mindful of the industry’s recovery.
What is your favorite aspect of the job?
Leading teams is the part I enjoy most — bringing people together to enable others to explore new places and create memorable experiences.
What’s the biggest business risk you’ve ever taken?
I’m generally risk-averse, but I take calculated risks. Early in this role, United Airlines asked me to help with its Aviate flight school. It wasn’t in my job description and required significant time and outreach, but partnering to create a scholarship program, matched by United, to train and diversify future pilots was worth the effort.
Who is someone you admire professionally in the travel industry?
I admire Brian Kelly, founder of The Points Guy, for reshaping how travelers interact with loyalty programs.
AS A TRAVELER
Tell us about a travel nightmare:
Not exactly a nightmare, but after a family caravan from Arkansas to Washington, D.C., in two 15-passenger vans — with passengers ranging from toddlers to people in their 50s — I decided road trips weren’t for me. There were many funny moments, but I prefer to reach destinations more quickly.
Share a comical travel experience:
Most of my trips have been positive and full of memorable moments.
What is your preferred method of travel — planes, trains, automobiles, cruise ships — and why?
Definitely planes, and I favor United flights. I also enjoy traveling by electric car; both modes suit different kinds of trips.
What has been the best example of customer service you’ve experienced during your travels?
On a business trip with multiple delays, I arrived at my hotel to find a thoughtful spread of chocolates, fresh fruit and other comforts prepared for me. That attention to guest needs after a long travel day stood out as excellent service.