On Wednesday, November 11, 2026, United Airlines announced a new policy prohibiting third-party artificial intelligence agents from booking flights, checking in passengers, or managing reservations on its digital platforms. The move directly impacts Meta Platforms, whose 'Muse' AI agent was recently marketed for its capability to execute travel arrangements. Following the announcement, Meta shares fell approximately 2%, closing at roughly $628.
United Airlines, as reported by the New York Post, cited significant security and regulatory risks associated with automated assistants. CEO Scott Kirby expressed a desire to avoid creating new intermediaries, stating, "I don’t want to create another middleman." The airline’s formal position highlights that sharing customer account credentials with third-party AI tools exposes sensitive personal and financial data. Furthermore, the carrier warned that AI-managed check-ins may breach federal regulations, specifically regarding the in-person verification of luggage contents for prohibited items.
The airline is currently updating its ticketing policies to restrict access for unauthorized AI assistants, both directly on its platforms and through indirect travel aggregators. This decision follows prior security concerns regarding Meta’s Muse agent, which reportedly suffered from a glitch in September that exposed sensitive user documents, including bank transaction details and corporate reports.
Industry experts suggest United’s move is also a strategic effort to control costs and distribution. Henry Harteveldt of Atmosphere Research Group noted that airlines are wary of the computational and financial costs associated with high-frequency AI bot searches, as well as the desire to maintain direct relationships with their customers rather than ceding control to another layer of software intermediaries.
United encouraged other sectors, such as banking and retail, to adopt similar measures to protect consumer data security. The policy change marks a growing tension between large-scale AI developers and service providers seeking to maintain control over their transaction ecosystems. For further reading, see the source report from the New York Post.
