United Airlines Bans AI Agents From Booking Flights for Passengers

United Airlines has announced that it will restrict third-party AI agents from booking flights, checking in passengers, or modifying customer accounts. The airline cited concerns about passenger privacy, unauthorized purchases, and adherence to federal aviation regulations as reasons for the policy. United Airlines restricted AI agents from accessing its website, mobile app, and any services offered through travel agencies or booking platforms.

The airline warned that AI agents could access sensitive personal and financial information, perform unauthorized transactions, or bypass required human acknowledgments for actions such as checking baggage. United also raised concerns about AI agents performing automated check-ins, which could violate aviation regulations requiring passenger acknowledgment of prohibited materials in checked baggage.

Federal aviation regulations enforced by the FAA and Department of Transportation (DOT) were another reason for the restrictions. While customers can still find and book United flights through traditional channels such as Google Flights, Kayak, and Hopper, the restrictions specifically target AI agents acting independently on behalf of customers.

United Airlines will update its Digital Trust Center to explain the new restrictions and provide guidance for customers who may have concerns about account security. The airline also plans to provide assistance for customers if an AI agent performs an unintended action.