United won’t let your AI chatbot book flights for you

An artificial intelligence assistant can help plan your next vacation, but United Airlines wants you to book the flights yourself.The airline is blocking unauthorized AI agents from using its website, app and other platforms to book or manage flights, it announced Wednesday.The move aims to protect customers as the airline fears AI assistants could expose personal information, make purchases without customers' knowledge or run into problems with federal aviation rules.“Protecting our customers’ data and accounts is a priority for United,” the airline said in a news release.United's app lets travelers handle just about every part of a trip, from booking flights and picking seats to changing reservations when bad weather throws off their plans. But letting an outside AI assistant take over those tasks could create problems, particularly when it has access to a customer's account.United announced Wednesday that the airline is blocking unauthorized AI agents from booking or managing flights to prevent privacy breaches, unintended purchases and potential aviation rule violations (Getty)“On the other hand, 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.There are also some things United says AI assistants shouldn't handle. For example, passengers must personally confirm during check-in that their checked bags don't contain prohibited items.“Plus, these automated AI actions have the potential to violate FAA and DOT regulations,” the airline said.United CEO Scott Kirby has praised AI's potential to solve complex problems during an event in Chicago Tuesday and said the airline will take a cautious approach to AI-powered bookings.“To be honest, I don’t want to create another middleman,” Kirby said, the Wall Street Journal reports. Airlines have spent years battling third-party booking sites and online travel agencies over how their fares are shown and sold, according to the outlet. AI agents could add another layer to that process, potentially changing how customers find and purchase tickets.United said it isn't seeing many reservations made through AI agents. Still, its system can also tell where a booking comes from, whether it's made by a traveler, a traditional travel agency or an AI assistant.The airline reported $2.1 billion in distribution expenses in 2025, making control over how tickets are sold an important part of its business. Booking directly through United's website or app also gives the airline more control over the customer experience.United isn't the only company taking a closer look at AI agents. Banks, like JPMorgan Chase, and retailers, including Amazon, are also trying to protect customer accounts and information, CNBC reports. “Corporate leaders in the banking and retail industries have taken similar actions regarding AI agents, and we encourage others to consider measures that preserve the data and security of their customers and strengthen safety,” United said.The airline plans to update its Digital Trust Center with information about the restrictions, tips for protecting accounts and guidance for customers whose AI assistants take unintended actions.“As personal AI assistants evolve, United will continue to evaluate how these tools interact with our services, with a focus on protecting our customers,” the airline said.