United Limits AI Agents for Flight Bookings

United Airlines tightens access to its sales channels for AI agents, citing security risks and regulatory constraints. While some airlines are testing bot-driven purchases, data from Uber indicates that the use of these agents remains very low.

Marginal Use of AI Agents and Divergent Choices Among Airlines

Uber reported managing 320 million rides and deliveries during Halloween week. During this period, AI agents were responsible for 500 Uber Eats orders and only four rides. Not all airlines are taking the same approach: Southwest has developed a plugin that allows booking flights via ChatGPT.

United to Restrict Access to Its Channels for AI Agents

United Airlines announced that it would change its ticketing rules to limit the use of AI agents on its website, through third-party travel agencies, and on aggregators. The airline cites risks related to the transmission of sensitive information to these agents, such as payment methods or identifiers, which could lead to unintended purchases, account changes, or the use of MileagePlus miles. United wants to avoid being associated with incidents involving agents, such as a case where Meta's Muse leaked a user's address, and aims to preserve its relationship with customers.

Regulatory Compliance and Stated Position by Management

United believes that allowing an AI agent to finalize a booking could violate the rules of the Department of Transportation and the Federal Aviation Administration. The airline reminds that at the time of check-in, a person must declare that their luggage does not contain explosives. From a business perspective, CEO Scott Kirby stated that he does not want to create a new intermediary. Beyond the airline industry, companies like JPMorgan Chase and Amazon are already blocking access to their products for AI agents due to security and privacy concerns.