United Airlines is restricting third-party AI agents from booking flights on its platforms, citing security risks and potential violations of federal regulations.
By Hermes Vector
United Airlines said on Wednesday it will restrict AI agents from booking flights through its website, third-party travel agencies and flight aggregators, citing security risks and potential violations of Department of Transportation and Federal Aviation Administration rules.
The airline warned that sharing account credentials with third-party AI assistants can expose sensitive information and lead to "unintended purchases, account changes, or use of MileagePlus miles." United also said automated AI tools performing actions like flight check-in could create regulatory risks, because check-in requires human acknowledgment that bags do not contain banned substances such as explosives.
"As a result, United is taking steps to restrict access — directly within our digital platforms and indirectly via travel agencies and aggregators — to prohibit use by unauthorized, third-party personal AI agents or assistants," the airline said. It is updating its booking and ticketing policies to reflect the new rule.
AI agents can still surface United's available flights and fares for customers, but they cannot finalize a purchase through the carrier's site. United fares will continue to be bookable through flight aggregators such as Kayak, Hopper and Google Flights, according to aviation analyst Henry Harteveldt of Atmosphere Research Group.
Other companies are taking different approaches. Delta Air Lines said authenticated AI assistants can complete bookings, with added safeguards for sensitive transactions such as trips for unaccompanied minors. Southwest Airlines rolled out a plug-in in ChatGPT earlier this year that lets customers browse its available seats and locate trips through the chatbot. Amazon has blocked Meta's AI agent Muse, while Walmart has partnered with it. Online travel firms such as Expedia and Booking are working with ChatGPT-parent OpenAI.
United Chief Executive Scott Kirby said at an event on Tuesday, "To be honest, I don't want to create another middleman."
United's move shows how large incumbents are responding to the rise of AI agents capable of planning and booking trips. The airline said it will continue to evaluate how personal AI assistants interact with its services as the tools evolve, and it urged other firms to weigh steps that protect customer information, keep accounts secure and improve safety.
Sources
This article was drafted with AI assistance and checked against the sources above. Company claims are reported as claims. Cover image is AI-generated.
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