United bars AI assistants from booking flights over privacy and compliance concerns

United Airlines says personal AI assistants may display its flights but cannot book tickets on customers’ behalf, citing privacy and regulatory concerns. The decision reflects a wider debate over whether businesses should let AI agents make purchases and take other actions online, and could limit what newer assistants can do.

United says it has seen few attempts to book flights through AI agents so far. It worries that agents could expose customers’ information, make unintended purchases or bypass required airline disclosures, such as confirming that baggage contains no explosives. CEO Scott Kirby said he did not want to create another middleman; the airline says it may reconsider as agents advance and protections improve.