United Airlines bans AI agents from booking flights on behalf of travelers

United Airlines said Wednesday it would restrict AI bots' access to its digital platforms, citing data security concerns and the risk of violating federal aviation rules. The carrier warned that sharing account credentials with third-party AI assistants could expose sensitive information and lead to unintended purchases, account modifications, or unauthorized use of frequent-flyer miles. It also said automated AI tools performing actions like flight check-in — which requires human acknowledgment for prohibited items such as explosives — could create regulatory risks under Federal Aviation Administration and Department of Transportation rules.

The move comes ahead of the holiday travel period as more consumers turn to AI agents such as Meta's Muse and OpenAI's tools to complete tasks ranging from researching products to making purchases independently. Unlike conventional chatbots, these agents operate autonomously and can complete transactions without human intervention. To make an airline booking, an AI agent requires access to a customer's personal information, including payment credentials.

United CEO Scott Kirby told the Wall Street Journal on Tuesday, "To be honest, I don't want to create another middleman." The airline said it would take steps to restrict access both directly through its digital platforms and indirectly through travel agencies and aggregators, including updates to its booking, ticketing, and distribution policies.

Other companies are taking divergent approaches to the rapid rise of AI agents. Amazon blocked Meta's AI agent Muse from shopping on its site in September, while Walmart has partnered with it. Online travel firms such as Expedia and Booking are working with ChatGPT-parent OpenAI. Southwest Airlines launched a ChatGPT plugin in October that allows travelers to search the carrier's flights and fares.

Aviation analyst Henry Harteveldt of Atmosphere Research Group told CBS News that United's policy suggests the company wants to retain control over the customer booking process and avoid the expense associated with a surge of AI bot flight searches. He noted that United fares will continue to be bookable through flight aggregators such as Kayak, Hopper, and Google Flights, and consumers shouldn't find it more difficult to find good fares. "But by blocking the AI bots, United won't make it any easier to find its fares, either," he said.

The restrictions arrive as airlines face scrutiny over AI-powered pricing. In October, the Federal Trade Commission ordered United, Delta, JetBlue, and six other major carriers to turn over information on how AI tools influence individual fare pricing and how customer data is used. A recent "Consumer Patience Index" poll found that 61.2% of respondents said they have yelled at automation to be routed to a human faster, with "talking to a bot that doesn't understand me" ranked as the biggest customer service pain point.