Originally reported November 12, 2026.
United Airlines said on November 11 that it was taking steps to prevent unauthorized third-party personal AI agents and assistants from using its services. The restrictions cover both direct access to United’s digital platforms and indirect access through travel agencies and information aggregators. The airline also said it would adjust its booking, ticketing and distribution policies.
United framed the move as a customer-protection measure. It warned that giving an AI assistant account credentials could expose sensitive information and allow the tool to buy products, change account details or use frequent-flyer miles without the customer’s knowledge. United also said automated check-in could fail to meet requirements it attributed to the Federal Aviation Administration and Department of Transportation, including a requirement for a person to confirm that baggage contains no prohibited items.
The decision also raises a commercial question for airlines as AI tools take on more travel searches and bookings. An Atmosphere Research Group analyst, cited in the original report through foreign media, said United may want to avoid another powerful intermediary and the added cost of large volumes of AI-generated flight searches. JetBlue president Marty St. George said he understood airlines’ caution about AI booking intermediaries potentially charging for orders, but argued that airlines would need to adapt if customers embraced the tools.
The report described differing approaches across the industry: Southwest Airlines had made flight information available to ChatGPT users, while Expedia and Booking were working with OpenAI. United’s restrictions concern unauthorized third-party assistants, not a blanket ban on all AI use.
