United won’t let your AI chatbot book flights for you

Résumé détaillé

United said AI bookings remain limited, but it can track whether reservations come from travelers, travel agencies or AI assistants

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An artificial intelligence assistant can help plan your next vacation, but United Airlines wants you to book the flights yourself.

The airline is blocking unauthorized AI agents from using its website, app and other platforms to book or manage flights, it announced Wednesday.

The move aims to protect customers as the airline fears AI assistants could expose personal information, make purchases without customers' knowledge or run into problems with federal aviation rules.

“Protecting our customers’ data and accounts is a priority for United,” the airline said in a news release.

United's app lets travelers handle just about every part of a trip, from booking flights and picking seats to changing reservations when bad weather throws off their plans. But letting an outside AI assistant take over those tasks could create problems, particularly when it has access to a customer's account.

“On the other hand, sharing account credentials with personal, third-party, AI assistants can expose sensitive information, and actions taken by these tools may result in unintended purchases, account changes, or use of MileagePlus miles,” the airline said.

There are also some things United says AI assistants shouldn't handle. For example, passengers must personally confirm during check-in that their checked bags don't contain prohibited items.

“Plus, these automated AI actions have the potential to violate FAA and DOT regulations,” the airline said.

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