United Airlines said Wednesday that it will restrict access for third-party personal AI agents, warning that sharing account credentials with those assistants can expose sensitive information.
Such actions may lead to unintended purchases, account changes or use of MileagePlus miles, the airline said in a statement dated Nov. 11. Restrictions will be implemented both directly within United’s digital platforms and indirectly via travel agencies and aggregators.
“Protecting our customers’ data and accounts is a priority for United.”
The measures include updates to United’s booking, ticketing and distribution policies. Its aim, the airline said, is to prohibit use by unauthorized third-party personal AI agents or assistants.
The airline pointed to its own app as the place where customers should manage their travel. The app was described as designed to securely let customers book a trip, choose seats, reschedule a flight when weather turns bad and handle more of the trip themselves.
Check-in and safety regulations
United also raised a regulatory issue. Automated AI actions, it said, have the potential to violate FAA and DOT regulations.
United cited flight check-in as its example, because check-in requires a human acknowledgment that bags do not contain banned substances such as explosives.
Similar moves on AI agents have already been made by corporate leaders in the banking and retail industries, according to United. United encouraged others to consider measures that preserve customer data and security and strengthen safety.
Updates to Digital Trust Center
United Airlines will also update its Digital Trust Center, which will provide information to customers on what the new restrictions mean for them, how to protect their accounts and where to get help if an agent takes an unintended action.
United Airlines noted that as personal AI assistants are developing, it will continue evaluating how the tools interact with its services, with a focus on protecting customers.