United Airlines said on Wednesday that it will prohibit artificial intelligence agents from booking flights for travelers. The airline stated that the move is intended to address security concerns and potential conflicts with federal regulations. United is updating its booking and ticketing policies to reflect this change across its digital platforms and third-party aggregators.
The decision comes as consumers increasingly use AI tools to automate tasks like researching products and completing purchases. United's policy targets personal, third-party assistants that act on behalf of the customer rather than established travel search engines.
United reported that AI agents require access to sensitive personal information, including payment credentials and MileagePlus account details. The carrier stated that sharing these credentials with third-party tools could lead to "unintended purchases, account changes, or use of MileagePlus miles." Additionally, United cited federal rules requiring travelers to verify that their luggage is free of banned substances, an action an AI agent cannot perform during the check-in process.
Henry Harteveldt, an aviation analyst at Atmosphere Research Group, noted that United fares will remain accessible through standard aggregators like Kayak, Hopper, and Google Flights. He suggested that while the move blocks automated bots, it does not change how consumers manually search for fares. Harteveldt also stated that the policy helps the airline avoid the costs associated with high-volume searches performed by automated software.
For the airline, the restriction serves as a barrier against third-party intermediaries. By requiring direct interaction or the use of established partners, United maintains control over the customer interface and avoids the server costs generated by AI bot traffic. This sets a precedent in the aviation industry for how carriers manage the data security risks associated with emerging technologies and automated personal assistants.
Other airlines are responding to AI technology differently. For instance, Southwest Airlines has integrated its flight inventory with ChatGPT, allowing users to access its website through the AI application. United’s policy stands in contrast to this approach, prioritizing direct control over automated integration. The airline did not provide a specific date for when the technical blocks would be fully implemented, but stated the policy updates are underway.