United Airlines bans AI travel agents from booking or managing trips

Detailed summary

And a New Zealand travel agency says even the most advanced AI still cannot provide nuanced advice or adequate help if holidays run into trouble. United Airlines, which flies from…

A major airline’s move to ban AI agents from making travel bookings has generated debate in the industry.

And a New Zealand travel agency says even the most advanced AI still cannot provide nuanced advice or adequate help if holidays run into trouble.

United Airlines, which flies from the US west coast to New Zealand, has banned third-party AI agents from booking or managing travel.

“Across the travel industry globally, businesses are approaching the use of AI agents differently,” said David Coombes, House of Travel chief executive.

“But with technology evolving so rapidly, what works today could look very different in a year.”

He said House of Travel was using AI to improve customer experience and people’s productivity.

“And we are seeing AI-led travel planning bringing customers back in store to book with travel experts they trust,” he added.

Coombes said access to information had never been easier but trust was critical when customers were making travel decisions.

That was especially true, he said, when booking a complex itinerary, where a chain of decisions had to be made.

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