United Blocks AI Agents From Buying Tickets, Not Comparing Fares

United announced Wednesday that it would not let AI agents book flights, according to The Wall Street Journal. CEO Scott Kirby described the decision as a privacy and security measure, as well as a way to preserve the airline’s relationship with customers. He views AI agents as intermediaries that prevent United from dealing directly with travelers.

The airline has also raised questions about whether agents can meet Federal Aviation Administration requirements, including confirming that passengers’ bags do not contain explosives. United says AI agents have generated few bookings so far, making the policy more about the direction of air travel than a response to significant current demand.

The restriction puts United at odds with Delta and American, which have signaled that AI agents may book flights in certain circumstances. Agents such as Muse and Dots can still browse United’s site, compare fares and show users available options; the final purchase must be made without them.