Over security concerns, United Airlines moves to block AI agents from booking on its platform

United sets limits on AI bookings

United announced Wednesday that third-party AI agents and personal assistants will not be allowed to book flights on its digital platforms. The restriction applies to individuals, travel agents and aggregators.

The airline said direct access to customer accounts or reservations could expose travelers to sensitive actions, including unauthorized changes. It said protections should be in place before AI agents interact with those systems.

United cites safety and rules

United also raised concerns about regulatory violations if passengers use AI for online check-in. It pointed to FAA and DOT rules requiring a person to acknowledge that checked bags do not contain prohibited substances, such as explosives.

In a press release, United said AI tools offer opportunities, but interacting with an account or booking could involve sensitive actions. The company did not provide further details about how it would enforce the restriction.

Other airlines take different approaches

Southwest Airlines launched a dedicated ChatGPT plug-in last month to support a phased rollout of AI-powered bookings. The airlines’ differing plans show that the role of AI in travel reservations remains unsettled.