United Airlines says personal AI assistants could expose customer data, make unintended purchases or change reservations, and may conflict with federal aviation rules. The carrier is moving to block unauthorized agents from its digital platforms and from booking through travel agencies and aggregators.
United said sharing account credentials with third-party AI assistants can put sensitive information at risk, particularly if login details are leaked or exposed. The tools could also spend MileagePlus miles or make changes to an account without the customer intending it, the airline warned.
The carrier also cited federal requirements that a human complete flight check-in and acknowledge that checked bags do not contain banned substances. United said its restrictions will cover direct access to its platforms as well as access through travel agencies and aggregators. The policy changes will affect booking, ticketing and distribution.
United is the latest major U.S. company to limit customers’ use of AI agents and autonomous assistants on its systems. Airlines and banks are grappling with how to distinguish customers from AI tools acting on their behalf, including when people share login details with assistants. Bank of America last week urged customers not to share their passwords with AI assistants.
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