Why the airline is imposing restrictions
United Airlines is one of several large US companies that do not allow customers to use AI agents and autonomous assistants with their systems. Airlines and banks are finding it difficult to distinguish real customers from programs acting on their behalf. One way this can happen is when a user gives an assistant their account login details.
Source: techcrunch.com
If those details are leaked or become accessible to others, the account’s security is at risk. United Airlines warns of other potential consequences too: a third-party AI assistant could disclose confidential information, make an unplanned purchase, change account settings or spend MileagePlus miles.
There is also a risk of violating federal aviation rules. For example, before checking in for a flight, a person must confirm that their baggage contains no prohibited substances.
How the ban will work
The airline will restrict access to its digital platforms and through intermediaries, including travel agencies and aggregators. The ban will apply to unauthorized third-party AI agents and assistants acting in users’ personal interests. To do this, United Airlines will update its rules for booking, ticketing and ticket distribution.
Banks, including Bank of America, have also warned about the risks of sharing passwords with AI assistants. Last week, the bank urged customers not to give their passwords to them.
Dataist's take: The restrictions show that AI agents’ access to services depends not only on the systems’ capabilities, but also on company rules and aviation regulations. United Airlines has described the ban broadly so far: it covers both direct access and intermediary channels.
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