United restricts unauthorized AI agents from its booking services

United says its restrictions apply to unauthorized third-party personal AI agents, with policy updates covering booking, ticketing and distribution.[1] The rules apply on United’s digital platforms and through travel agencies and aggregators.[1] The airline defines unauthorized agents as tools that search, book, buy, manage or collect information on United.com or in its app without permission.[2] United says it does not yet work with any third-party AI agents, and that a customer’s permission does not necessarily allow an assistant to transact with the airline.[2]

United says sharing account credentials with third-party AI assistants can expose sensitive information.[1] It warns that agents could make unintended purchases or account changes, or use MileagePlus miles.[1] The airline also says automated AI actions could violate FAA and DOT regulations, and points to check-in as a process requiring a human acknowledgment that bags do not contain banned substances such as explosives.[1] The airline’s stated concerns therefore include account security, unintended transactions and processes that it says require human confirmation.

United says customers may use AI for trip research and planning if the tool does not access United.com or the United app.[2] It recommends providing general travel-planning information rather than sensitive details.[2] United says assistive technology used by customers with disabilities is not affected.[2] Travel agencies and booking platforms may use their own third-party AI tools with United’s permission.[2] Agent bookings made before November 11, 2026, will not be canceled; United recommends checking recent plans for booking and ticketing accuracy and changing a password immediately.[2]

United says it will keep evaluating how personal AI assistants interact with its services, with customer protection as its focus, and plans to update its Digital Trust Center with information about the restrictions and account protection.[1] It says banking and retail companies have taken similar actions regarding AI agents.[1] CNBC reported that Amazon blocked Meta’s Muse AI agent while Walmart partnered with it, and that Expedia and Booking were working with OpenAI.[3] PhocusWire reported that Instinct and Muse could carry conversations through to checkout, including with airlines, and that agents independently reached the payment step in all 176 scripted booking requests it described.[4]