Overview
- United updated its Contract of Carriage (Rule 6.J.6) and on Wednesday formally prohibited unauthorized third‑party AI assistants from completing ticket purchases or servicing reservations on its website, app, and indirectly through travel agencies.
- The airline allows AI tools to research and display fares but draws a firm line that only humans or formally authenticated partners may complete transactions to prevent unintended purchases and misuse of MileagePlus accounts.
- United cited data‑security risks and possible breaches of FAA and DOT requirements that call for human attestations at check‑in as primary reasons for the ban.
- Executives said a commercial motive was also central, with CEO Scott Kirby saying he does not want AI agents to become a new middleman that could erode United’s direct customer relationship and distribution revenue.
- Industry reaction is mixed and enforcement is uncertain because bookings routed through intermediaries can mask how a purchase was made, other carriers permit some authenticated agent access, and current real‑world agent booking volumes remain very low.