Chicago, United States: United Airlines is taking steps to restrict unauthorised third-party artificial intelligence (AI) agents from accessing its digital platforms and carrying out transactions on behalf of passengers. In an announcement dated 11 November 2026, the airline said the restrictions would apply both directly through its digital platforms and indirectly through travel agencies and aggregators. The move will be supported by changes to its booking, ticketing and distribution policies.
United said sharing account credentials with personal third-party AI assistants could expose sensitive customer information. It also warned that actions performed by these tools could result in unintended purchases, changes to customer accounts or the unauthorised use of MileagePlus frequent flyer miles. The airline said protecting customer data and accounts was a priority behind the decision.
The airline also raised concerns about potential regulatory implications. It pointed to flight check-in procedures, which require passengers to acknowledge that their checked baggage does not contain prohibited substances such as explosives. United said automated actions by AI assistants could potentially conflict with requirements under US Federal Aviation Administration (FAA) and Department of Transportation (DOT) regulations.
As part of the restrictions, United is updating its booking, ticketing and distribution policies to prevent unauthorised third-party personal AI agents or assistants from accessing its services. The airline also said it would update its Digital Trust Center to explain the restrictions to customers, provide guidance on protecting their accounts and outline where they can seek help if an AI agent carries out an unintended action.
United said it would continue evaluating how personal AI assistants interact with its services as the technology evolves, while maintaining its focus on customer data and account security.
