United Airlines said on Nov. 11 that it is taking steps to restrict outside AI agents it hasn't approved from acting for travelers on its website and app. An AI agent is AI that can carry out tasks on its own, such as using apps and websites, instead of only answering questions. United's website terms, updated on Nov. 11, say no such agent may search, book, buy or manage anything on united.com or the United app without the airline's written permission. The rule covers AI assistants, bots and scrapers, browser extensions, and features built into browsers and apps, even when a person watches or approves what they do.
The terms do not restrict tools run by or for United, a browser a person uses themselves, or voice and typing tools that only turn a person's own words into a search they run and review themselves. Separately, the terms bar robots and other automatic tools from copying the site without permission, and bar anyone from using fares, schedules or other data from United's site or app to train, test or otherwise build an AI system.
United says letting an agent into a traveler's account to book trips or buy upgrades could expose personal information or lead to bookings, account changes or use of MileagePlus miles, United's frequent flyer points, without the traveler's approval. It also says an agent that checks a traveler in for a flight could mean the traveler misses safety information, and could break Federal Aviation Administration and Department of Transportation rules. United says check-in requires a person to confirm that their bags hold no banned items such as explosives. United says leaders in banking and retail have taken similar steps on AI agents.
The rule reaches beyond United's own site. Travel agencies and booking platforms may not use outside AI agents to search for, book or manage United travel for their customers, and agencies may use their own AI tools only with United's permission. United says the work includes updates to its booking, ticketing and distribution policies.
United says travelers can still use AI to research and plan trips, as long as the tool does not reach united.com or the United app, and assistive technology for people with disabilities is not affected. United says bookings an AI agent made before Nov. 11 will not be canceled, but it advises travelers who used an agent to check that recent trips were booked and ticketed correctly. It also advises anyone who shared their MileagePlus login with an outside AI agent to change their password right away.
United says it wants secure connections with privacy, security, authorization and accountability protections in place before it lets agents in, and that it will keep evaluating how these tools work with its services. It says it does not yet work with any outside AI agent and will update its page if that changes, but it has not said which agents or companies it might approve, or when.