Citing concerns over data privacy and regulatory compliance, United said Wednesday that it will block artificial intelligence bots from booking tickets on behalf of travelers.
In the first such move by a U.S. airline, United will ban third-party AI from parts of its digital platforms and adjust its policies to prevent access via travel agencies and aggregators.
“Sharing account credentials with personal, third-party AI assistants can expose sensitive information, and actions taken by these tools may result in unintended purchases, account changes, or use of MileagePlus miles,” the airline said in a statement.
The carrier also said AI actions could violate FAA and Department of Transportation regulations. As an example, it cited the requirement that passengers confirm in person that their bags do not contain banned items, such as explosives.
“As a result, United is taking steps to restrict access, directly within our digital platforms and indirectly via travel agencies and aggregators, to prohibit use by unauthorized, third-party personal AI agents or assistants,” the statement continued. “This work includes updates to our booking, ticketing, and distribution policies.”
United said its stance is in line with companies in the banking and retail sectors. It is now “encourag[ing] others” to consider measures “that preserve the data and security of their customers and strengthen safety.”
The airline said it will update its Digital Trust Center to clarify the new restrictions.
