United Airlines bars AI assistants from booking flights or using MileagePlus accounts, and tells flyers to change passwords they shared

United Airlines is blocking AI assistants from booking flights, buying upgrades or using MileagePlus frequent-flyer accounts on travelers’ behalf, the airline said in a notice on its website.  Trips that AI tools booked before Nov. 11 won’t be canceled, but United recommends checking that they were booked and ticketed correctly.

What travelers should do

• Don’t give an AI tool your MileagePlus number, password, confirmation numbers or personal details such as your birthdate, United says.
• If you already shared your MileagePlus login with one, change your password now.
• You can still use AI to research trips, such as asking where to go in January, as long as the tool doesn’t go onto united.com or the United app for you.
• Assistive technology for customers with disabilities isn’t affected.

The rule also covers travel agencies and booking sites, which can’t use outside AI agents to search, book or manage United trips without the airline’s permission.  United, which calls San Francisco International Airport its “premier gateway to the Pacific,” says it doesn’t yet work with any outside AI agents.

Why United says it’s doing this

AI agents are programs that do tasks for a person, such as filling out forms and making purchases, rather than just answering questions.  To act for you, many need your login.  United says that can expose personal information and lead to bookings, account changes or use of miles you didn’t approve.

It also cites federal rules.  Checking in for a flight requires a person to confirm that bags hold no banned items, such as explosives, so a bot checking in for you could break Federal Aviation Administration and Department of Transportation rules and cause you to miss safety information, United says.

Companies are split on AI agents.  Amazon has blocked Meta’s AI agent, while Walmart has partnered with it, and travel sites Expedia and Booking work with ChatGPT maker OpenAI, Reuters reported via CNBC.  Last week Bank of America urged customers not to share passwords with AI assistants, TechCrunch reported.

Source:  United Airlines, “Unauthorized third-party AI agents or assistants”; United SFO fact sheet; CNBC/Reuters; TechCrunch.