Citi Says AI Companies Should Pay When Their Agents Book the Wrong Travel

Photo Credit: Abhinav Anand, Head of Value Cards, Lending and Commerce, Citi, at the Skift Commerce Summit in NYC November 11, 2026. Skift When an AI agent books the wrong trip, someone has to pay for the mistake. Citi thinks it should be the company behind the agent, not the hotel, airline or card issuer. “Who takes the agent liability” is the biggest question banks, payment networks, merchants and AI companies are trying to answer, said Abhinav Anand, Citi’s head of value cards, lending and commerce for U.S. consumer cards, at the Skift Commerce Summit in New York on Wednesday. In Citi’s view, Anand said, liability should fall “to the agent themselves, the company that is actually coming with the agent.” One way that could work: agents that want to transact on Visa or Mastercard might have to accept some liability w