United Airlines is taking steps to prohibit unauthorized, third-party personal AI agents or assistants from accessing its digital platforms the carrier announced Wednesday. The move also would block indirect access via travel agencies and aggregators.
Further, any AI agents or assistants that are wholly owned, managed and controlled by an accredited agency will require specific permission from United to use United content. Until such permission is issued, United content must not be provided to these agents, according to the company.
Violations can result in actions up to and including termination of United ticketing authority, according to the airline.
The work includes updates to United's booking, ticketing and distribution policies, according to the carrier.
United noted that sharing account credentials with personal, third-party AI assistants can expose sensitive information, and actions taken by those tools may result in unintended purchases, account changes or use of MileagePlus miles. In addition, automated AI actions "have the potential to violate [Federal Aviation Administration] and [Department of Transportation] regulations." As an example, the carrier noted that "flight check-in requires human acknowledgment that bags do not contain banned substances like explosives."
In an email to United for Business customers, the carrier noted that no accredited agency is authorized to supply United content to any personal AI agents, including the use of United content for discovery, search, booking, ticketing, servicing or any similar functionality.
United also plans to update its Digital Trust Center "so customers can understand what these new restrictions mean for them, how to protect their accounts and where to get help if an agent takes an unintended action."
American Airlines in a statement said that some AI tools can facilitate ticket purchases, including through authorized New Distribution Capability distribution partners. "We actively monitor traffic across our website and app and can investigate, manage or block automated traffic when necessary to protect our customers and their experience," according to the carrier.
Delta Air Lines said it supports "responsible innovation that makes travel easier for our customers," including interactions with AI agents "when they can be appropriately authenticated," while maintaining safeguards for sensitive transactions. "Customers are responsible for overseeing actions and authorizing any transactions taken by AI assistants on their behalf," according to Delta.