The company says it hasn’t yet seen many people try to use AI agents to book their flights. The Wall Street Journal reports, in line with observations from other companies such as Doordash. But United is concerned that agents could expose customers’ information or make purchases they did not intend, and potentially skirt federal rules on the type of information airlines must share with customers, such as asking them to attest that their suitcases do not contain explosives.
While agents can still show users United flights, they won’t be able to complete the transaction on their behalf. The decision, and others like it, could limit the potential usefulness of new AI personal assistants like Meta’s Muse and OpenAI’s Dots. “To be honest, I don’t want to create another middleman,” United CEO Scott Kirby said at an event Tuesday, according to the diary.
Across industries, companies are debating whether to allow AI agents to transact on their sites, and United isn’t the only one blocking access from unauthorized agents. eBay appeared to block agents from browsing the site, and several major banks also placed restrictions on them. United suggests it could reconsider its decision based on future developments. “As third-party AI agents advance, we see the opportunities they present. However, at the same time, allowing them to interact directly with a United account or reservation could involve sensitive actions, and we want to make sure we have protections in place for travelers first.”
