United will let personal AI assistants show travelers its flights, but not buy tickets for them. The airline says agents could expose customer information, make purchases users did not intend or bypass federal requirements for information airlines must provide.
The company told The Wall Street Journal it has not yet seen many people try to book flights through AI agents, a pattern also reported by other businesses, including DoorDash. United cited concerns such as required passenger attestations that checked bags do not contain explosives.
United CEO Scott Kirby said at an event on Tuesday that he did not want to “create another middleman,” according to the Journal. The airline said it may revisit its position as third-party agents develop, but wants protections in place before they interact directly with a United account or booking.
The restriction is part of a wider debate over whether AI agents should be allowed to transact on company websites. eBay appears to have blocked agents from browsing its site, while several major banks have also restricted them. United’s decision could limit what newer assistants, including Meta’s Muse and OpenAI’s Dots, can do for travelers.
Comments (0)
No comments yet. Be the first!