United Airlines to block third-party AI agents from accessing digital platforms

In an industry first, United Airlines announced on November 11, 2026, that it is restricting unauthorized third-party artificial intelligence (AI) agents from accessing its digital booking platform.

The airline said that AI agents pose an unacceptable risk because they could expose sensitive passenger information and take actions which could result in unintended purchases or unwanted changes to customer accounts, including the airline’s MileagePlus loyalty program.

In a statement United Airlines went even further, expressing concern about the potential violation of Federal Aviation Administration (FAA) and Department of Transportation (DOT) security regulations. According to the airline, the use of AI agents to manage passenger bookings may be circumventing rules which require human acknowledgement for some actions, such as stating that bags do not contain any banned or dangerous materials.

The ban on third- party AI agents also extends to their use through indirect channels such as online travel agents (OTAs) and aggregators. United Airlines said it will be updating its conditions of carriage to reflect this decision.

The airline also pointed out that the measure is in line with those taken by companies in other industries, such as banking and retail, which also deal with highly sensitive and confidential customer data.

The use of AI in travel distribution and, by extension, its implications for the industry’s current structure and business model, has been a matter of growing debate within the industry. This has been reflected in the agenda of major industry conferences, such as World Aviation Festival 2026, where conversations around the use of AI in commercial aviation took center stage.

The unprecedented move made by one of the largest airlines in the world could be seen as a watershed moment, and one other carriers may seek to emulate.

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