United Airlines Blocks AI Agents From Booking Flights as Analyst Says Carrier Wants to Avoid Another Google-Like Intermediary

United Airlines Holdings Inc. (NASDAQ:UAL) is barring unauthorized AI agents from booking flights, citing risks involving customer data, loyalty accounts, and compliance with federal aviation requirements.

United announced on Wednesday that third-party AI assistants will not be permitted to reserve flights for customers. The restriction covers United’s digital platforms and extends through travel agencies and aggregators as the carrier revises its booking and ticketing policies.

The airline said AI tools may need access to payment information, account credentials and other personal data, potentially enabling unauthorized purchases, account modifications or misuse of MileagePlus miles.

The airline also raised concerns about AI-assisted check-ins. Federal rules require travelers to personally confirm that their luggage does not contain prohibited substances, United said.

Additionally, the carrier warned customers that sharing credentials with personal or third-party AI assistants could expose sensitive information and create additional account-security risks.

United Seeks Control Over AI Bookings

Consumers are increasingly using AI agents, including Meta Platforms Inc.’s (NASDAQ:META) Muse and OpenAI’s Dots, to research products, find deals and make purchases on their behalf.

Aviation analyst Henry Harteveldt told CBS News that United’s policy aims to retain control over bookings and avoid costs from a surge in AI-driven flight searches. He said the airline wants to avoid another powerful intermediary alongside Alphabet Inc.‘s (NASDAQ:GOOG) (NASDAQ:GOOGL) Google, metasearch platforms and online travel agencies. However, fares will remain available through Kayak, Hopper and Google Flights, meaning customers should still be able to find competitive fares, though AI bots will have less access.

United Expands Tech Upgrades With Starlink

United’s decision comes as the airline continues expanding digital and onboard technology. In October, the carrier extended meal-preorder service to 420 additional flights while highlighting upgrades including Starlink Wi-Fi, Bluetooth seatback screens and larger overhead bins.

Last month, CEO Scott Kirby said the airline is already attracting customers from rivals through its Starlink partnership with Elon Musk-led Space Exploration Technologies Corp. (NASDAQ: SPCX). Kirby had said at the time that more than 50% of United flights would offer Starlink by October’s end, with the entire fleet expected to be equipped by the end of next year. Kirby said the service differentiates United but acknowledged it may not be enough to deliver double-digit profit margins.

Disclaimer: This content was partially produced with the help of AI tools and was reviewed and published by Benzinga editors.

Image via Shutterstock