Why United Is Keeping AI Agents From Booking Your Flight—for Now

Browsing without buying

Personal AI assistants can show users available United flights, but they cannot finalize a booking on the airline’s behalf. United says it has not seen many people try to use agents for flight purchases, The Wall Street Journal reported.

The company is concerned an agent might reveal customer information or make a purchase the traveler did not mean to authorize. It also says agent-led bookings could sidestep federal requirements about information airlines must provide.

Rules and traveler safeguards

One example involves passengers attesting that their bags do not contain explosives. United’s concerns include whether an AI agent can handle such requirements while ensuring customers understand what they are confirming.

The airline says direct access to a United account or booking could involve sensitive actions. It wants protections in place for travelers before allowing outside agents to interact with those services.

A wider industry question

Businesses in several sectors are deciding whether AI agents should be allowed to make transactions on their websites. United is among companies restricting agents that lack authorization. eBay appeared to prevent agents from browsing its site, while several major banks have also limited agent access. Such restrictions could reduce the usefulness of personal assistants such as Meta’s Muse and OpenAI’s Dots.

United leaves room to reconsider

United CEO Scott Kirby said at an event Tuesday that he did not want to add another intermediary, according to The Wall Street Journal. His remarks reflect the airline’s current reluctance to put agents between it and customers.

The airline says it sees potential in third-party agents as they develop, but has not committed to allowing them to book. It may revisit the decision as technology advances and safeguards are established.