United Airlines bars AI agents from booking its flights and accessing customer accounts

The restriction

United Airlines is blocking unauthorized AI agents from its website, app and other platforms, and from logging into customer accounts to book or manage reservations. The airline announced the change on Wednesday, 11 November 2026, and said it will also limit agents that reach its fares indirectly through travel agencies and flight aggregators. United plans to update its policies on reservations, ticket issuance and distribution. The move comes as Meta, Google, OpenAI and Anthropic push AI agents that complete tasks for users, such as booking restaurant reservations and shopping.

Why United acted

The airline argues that handing login details to third-party assistants can expose sensitive information and lead to unintended purchases, account changes or use of MileagePlus miles. It also says some tasks must stay with a person, such as the check-in confirmation that checked bags contain no prohibited items. United warned that automated AI actions could violate FAA and DOT regulations. The airline put its position on customer data this way in a news release:

“Protecting our customers' data and accounts is a priority for United.”

Kirby and the cautious stance

United chief executive Scott Kirby praised AI's potential to solve complex problems at an event in Chicago on Tuesday, 10 November 2026, and said the airline would take a cautious approach to AI-powered bookings. At that event he explained his reluctance in one sentence:

“To be honest, I don't want to create another middleman.”

United said it is not seeing many reservations made through AI agents, but its system can tell whether a booking comes from a traveler, a traditional travel agency or an AI assistant. Airlines have spent years in disputes with third-party booking sites and online travel agencies over how fares are displayed and sold, and AI agents could add another layer to that process. The airline reported $2.1 billion in distribution expenses in 2025.

Other companies and agent use

Other businesses have taken different routes. JPMorgan Chase and Amazon also restrict AI agents, while Southwest has created a ChatGPT plugin that lets users book flights. Amazon has blocked Meta's Muse agent, Walmart has partnered with it, and Expedia and Booking work with OpenAI. On its third-quarter earnings call, Uber said AI agents handled 500 Uber Eats orders and four rides in the week of Halloween, out of 320 million trips and deliveries.

Uber Eats orders500

Uber rides4

Uber Eats orders

500

Uber rides

4

Data from the article text