United to block customers from using AI agents, citing cyber threats

United Airlines will block AI agents from managing customers' reservations and flight purchases, warning of cybersecurity and privacy risks, potential legal violations, and unintended purchases or account changes. The airline said automated AI actions could also break FAA and DOT rules, since flight check-in requires human acknowledgment that bags contain no banned substances. United is applying the restrictions within its own digital platforms and through aggregators and agencies, updating its booking, ticketing and distribution policies.