AI assistants can increasingly do more than suggest a flight. Tools such as OpenAI's Dots and Meta's Muse can, in principle, search, compare and buy a ticket for you. United Airlines has decided it doesn't want that, at least for now.
On November 11, United updated its contract of carriage, the legal terms every passenger agrees to when buying a ticket. Using AI agents to make, change or manage a ticket, or to buy other services from the airline, is now on its list of prohibited practices.
What actually changed?
The restriction covers United's app and website. It also reaches bookings made through travel agencies and ticket aggregators, so an AI agent can't simply get around the ban by booking via a third-party site.
The new terms also give United the right to cancel reservations that an AI agent made, changed or serviced.
According to The Wall Street Journal, agents can still show United's flights and prices. The block targets purchases and account actions, not the research.
United is the first major US airline to say explicitly that it will restrict third-party AI agents.
Why United says it did it
The airline points to security. It says these tools can expose sensitive information, and that their actions can lead to unintended purchases, account changes or MileagePlus miles being spent. It also referred to federal rules, and noted that companies in banking and retail have taken similar steps.
United says it will update its Digital Trust Center so customers can see what the restrictions mean, how to protect their accounts and where to get help if an agent does something they didn't intend.
Critics see another motive
Not everyone accepts the security argument. Airlines have long pushed customers to book directly, where they control the offer and the relationship. An AI agent that compares every airline and picks the cheapest fare is a new middleman, and some travel commentators argue that this, as much as security, is what United is wary of.
The open questions
Several practical details are missing. United has not said when the restrictions take effect, how it will detect an AI agent or exactly which products are covered. If an agent books through a travel site, the airline may only see an ordinary booking from that site, although United says its systems can identify where bookings come from.
Other airlines are taking a different line for now. Delta and American told Fast Company that some AI tools already have booking access on their systems, and that they are still evaluating the technology.
What it means for travellers
Imagine asking your AI assistant to find a cheap flight home for Christmas and book the best option. If that option is a United flight, the safe approach is to let the agent do the searching, then complete the purchase yourself on United's website or app. Letting the agent finish the job risks a cancelled reservation.
Whichever airline you fly, it is also worth checking what an AI assistant is allowed to do with your loyalty account and payment details before you hand it the keys.
