United Airlines is restricting unauthorised third-party artificial intelligence (AI) agents and personal AI assistants from accessing its digital platforms, citing concerns over customer data security, account protection and aviation safety.
The restrictions will also extend to travel agencies and aggregators, with the airline updating its booking, ticketing and distribution policies to prevent unauthorised automated access.
The airline said sharing account credentials with personal, third-party AI assistants could expose sensitive customer information and potentially lead to unintended purchases, account modifications or unauthorised use of MileagePlus miles.
United Airlines said protecting customer data and accounts remains a priority, highlighting the role of its official mobile application in allowing passengers to manage their travel independently and securely.
The airline said its United app is designed to help customers manage different aspects of their journeys, including booking flights, selecting seats and rescheduling flights during adverse weather conditions.
In contrast, allowing external AI assistants to access customer accounts could create security risks and result in actions that customers have not explicitly authorised.
United Airlines Flags Aviation Safety and Regulatory Concerns
Beyond data security, United Airlines has raised concerns about the potential implications of automated AI actions for Federal Aviation Administration (FAA) and Department of Transportation (DOT) regulations.
The airline pointed out that certain travel procedures require direct human acknowledgement and cannot simply be handled through automated actions initiated by third-party AI tools.
As an example, United highlighted the flight check-in process, which requires passengers to acknowledge that their baggage does not contain prohibited substances or materials, including explosives.
According to the airline, automated actions by personal AI assistants could potentially violate these regulatory requirements if they bypass necessary human acknowledgements.
Restrictions to Cover Travel Agencies and Aggregators
United Airlines is implementing measures to restrict unauthorised third-party AI agents through both direct and indirect access channels.
The restrictions will be enforced within the airline’s own digital platforms and extended to third-party distribution channels, including travel agencies and aggregators.
The airline said the initiative involves changes to its booking, ticketing and distribution policies to prohibit unauthorised personal AI agents and assistants from using its services.
United also noted that companies in other sectors have adopted similar measures.
It pointed to corporate leaders in the banking and retail industries that have taken steps to restrict AI agent access, encouraging other businesses to consider comparable safeguards to protect customer information and strengthen security.
United Airlines to Update Digital Trust Center
Alongside the access restrictions, United Airlines plans to update its Digital Trust Center to provide customers with clearer information about the new measures.
The updated resource will explain what the restrictions mean for passengers, how they can protect their accounts and where they can seek assistance if an AI agent performs an unintended action.
The airline said it would continue assessing how personal AI assistants interact with its services as the technology evolves.
United Airlines added that its approach to emerging AI tools would remain focused on protecting customers, their accounts and their travel experience.
