United Airlines blocks artificial intelligence agents from booking flights

United Airlines announced it will prevent artificial intelligence-based agents and assistants from booking flights due to data security concerns and risks of federal regulatory violations.

In a statement issued by the company, it was noted that sharing details with third-party AI assistants could put sensitive information at risk and lead to unauthorized purchases or changes in customer accounts. The airline stated that such agents could also violate federal regulations, including those requiring passengers to confirm during check-in that their baggage does not contain explosives or prohibited items.

Accordingly, United Airlines reported that it is taking steps to ban the use of unauthorized third-party personal AI agents or assistants by restricting access directly through its digital platforms and indirectly through travel agencies and intermediaries, and that it will update its booking, ticketing, and distribution policy.

On the other hand, Southwest Airlines adopted a different approach regarding the use of artificial intelligence, announcing in October that it had introduced a ChatGPT plugin for customers to search for flights and shop on the platform.