United Airlines plans to tighten how outside AI assistants interact with its booking and travel services, citing risks to customer accounts and federal requirements that can involve a person at check-in.
On Nov. 11, the airline said it would revise rules for booking, ticketing and distribution. The planned limits cover unauthorized AI assistants that access United’s digital services directly, as well as tools used through travel agencies or aggregators.
United warned that sharing login details with an AI assistant could put sensitive information at risk. It said an assistant might make a purchase a customer did not intend, change account details or spend miles in the customer’s MileagePlus account. “Protecting our customers’ data and accounts is a priority for United,” the airline said.
The company also raised a regulatory concern. United said some automated AI actions could violate rules from the Federal Aviation Administration (FAA) and Department of Transportation (DOT). It cited check-in as an example, saying a person must acknowledge that checked bags contain no prohibited substances, including explosives.
United described its app as a way for customers to manage their travel themselves. It also said banking and retail leaders had taken similar steps concerning AI agents.
The airline plans to add information about the restrictions to its Digital Trust Center, with guidance on account protection and how to seek help if an agent acts unexpectedly. United said it will keep reviewing how personal AI assistants use its services. It did not announce when the policy changes will take effect.
