United Airlines blocks third-party AI agents from booking flights

United Airlines has announced it will block unauthorized third-party AI assistants from completing flight bookings on behalf of customers. The restriction targets AI agents that can autonomously handle transactions, including personal assistants from companies like OpenAI and Meta, as reported by The Wall Street Journal.

The airline explained that allowing such tools to access customer accounts poses significant security risks. According to an official statement, AI agents could potentially expose personal information, make unintended purchases, alter bookings, or spend MileagePlus rewards without the customer's knowledge.

Regulatory compliance is another concern. United noted that certain airline procedures require passengers to personally confirm actions, such as declaring that checked bags do not contain prohibited items like explosives. The airline argues that automated AI bookings could conflict with requirements from the Federal Aviation Administration and the Department of Transportation.

United is updating its booking, ticketing, and distribution policies to restrict unauthorized AI agents on its own platforms, as well as those used by travel agencies and flight aggregators. However, AI assistants can still surface flight options and fares, but they will not be permitted to finalize the booking. Speaking at an event in Chicago, CEO Scott Kirby told the WSJ, "I don't want to create another middleman."

United is not alone in this approach. Amazon and several major banks have also introduced restrictions on unauthorized AI agents, citing similar security and privacy concerns. Meanwhile, Southwest has taken a different path by integrating ChatGPT to help travelers search for flights, and Delta reportedly allows properly authenticated AI assistants to make reservations with additional safeguards.