United Airlines has moved to block third-party artificial intelligence (AI) agents from accessing its digital platforms for flight bookings and passenger account management. The airline is preventing automated assistants from booking flights and managing passenger accounts. The airline announced the restriction on November 11, citing concerns over personal information, unauthorized transactions and the security of its MileagePlus loyalty program.
The decision sets United apart from several travel companies that are expanding their partnerships with AI platforms. It also raises questions about how airlines will manage automated travel services as AI agents take on more booking responsibilities.
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United said allowing external AI assistants to access customer accounts could expose sensitive passenger information. The airline warned that sharing login details with these services could lead to unintended purchases, account modifications, or unauthorized use of loyalty miles.
In a statement shared with Forbes, United said, ‘Sharing account credentials with personal, third-party, AI assistants can expose sensitive information,’ which ‘may result in unintended purchases, account changes, or use of MileagePlus miles.’
The restrictions will apply to third-party AI agents accessing United's digital platforms, as well as those operating through third-party travel agencies and booking aggregators, according to CNBC.
United also pointed to risks linked to aviation regulations. Automated actions could conflict with Federal Aviation Administration (FAA) and Department of Transportation (DOT) requirements. Flight check-ins, for example, can require passengers to confirm that their luggage contains no dangerous items.
United's move differs from the approach taken by other US airlines. Delta Air Lines allows AI assistants to book flights through customers' SkyMiles accounts. Passengers must approve the bookings and remain involved in the process.
American Airlines said it is still reviewing how it will work with AI companies. The airline acknowledged that some AI tools can already help customers purchase tickets. Southwest Airlines did not respond to Forbes' request for comment.
Several major travel platforms are also exploring AI-based booking services. Expedia, Booking and TripAdvisor have been working with OpenAI since 2025. European airline easyJet has also added flight booking and live flight-status updates through ChatGPT.
United's decision shows a more careful approach to AI in the airline industry. The carrier is prioritizing passenger account security and regulatory compliance as it considers the role of AI assistants in bookings.
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