United Airlines plans ticketing policy changes that limit AI agents across its website, travel agencies and flight aggregators.
United Airlines will restrict AI flight bookings through its website, third-party travel agencies and flight aggregators. The airline says automated agents pose security risks and could breach aviation rules.
The planned ticketing changes target AI tools that complete purchases on a traveller’s behalf. United also warns that sharing payment information or account credentials with these tools could expose sensitive personal data.
Why United is restricting AI flight bookings
United says AI agents could make unwanted purchases, alter accounts or spend customers’ MileagePlus miles. Those risks arise when travellers give automated tools access to information needed to manage bookings and payments.
Beyond account security, the airline points to requirements from the US Department of Transportation and Federal Aviation Administration. It says allowing an agent to complete a booking could conflict with existing airline regulations.
For example, United says a human must confirm during check-in that their baggage contains no explosives. That requirement adds a regulatory concern to the airline’s objections about payment and account access.
United also wants to preserve its direct relationship with customers rather than introduce another intermediary. Chief executive Scott Kirby expressed that reluctance at an event on Tuesday, saying he did not want another middleman.
Airlines take different approaches to AI agents
However, Southwest has taken a different approach by creating a plugin that lets users book flights through ChatGPT. Its move contrasts with United’s decision to limit automated agents across several booking channels.
Meanwhile, JPMorgan Chase and Amazon also block agents from using their products because of security and privacy concerns. United therefore joins businesses placing limits on tools that act for customers.
Uber’s recent third-quarter earnings call also offered a snapshot of how customers use agents for purchases. The company said it handled 320 million trips and deliveries during the week of Halloween.
Of that total, AI agents accounted for 500 Uber Eats orders and just four rides. Those figures show a small role for automated purchasing within Uber’s activity during that week.
