On November 11, 2026, United Airlines announced steps to restrict unauthorized, third-party personal artificial intelligence (AI) agents and assistants from accessing its digital platforms, booking channels, and ticketing systems, as reported by Computerworld. The airline, valued at $59 billion, joined major enterprises such as Walmart, Target, and Amazon in limiting external bot access due to concerns over data security, unintended purchases, and regulatory compliance.
United stated that the restriction applies directly to its digital platforms and indirectly through travel agencies and aggregators. In its statement, the company noted that when customers share account credentials with personal AI assistants, sensitive information can be exposed. Furthermore, autonomous actions taken by bots could trigger accidental flight purchases, unwanted account modifications, or unauthorized use of MileagePlus miles.
Regulatory compliance also played a central role in the decision. United highlighted that automated actions by AI agents risk violating regulations set by the U.S. Federal Aviation Administration (FAA) and the U.S. Department of Transportation (DOT). For instance, federal rules require human travelers to personally acknowledge that their baggage does not contain prohibited hazardous items, such as explosives, during the flight check-in process.
Industry analysts noted that enterprises are increasingly cautious about the lack of standardized protocols for AI bots, which creates operational burdens and potential liability risks. Because AI agents typically log in using a customer's standard credentials, companies struggle to differentiate human activity from automated bot traffic. In response, other major retailers have taken varying approaches. In October 2026, Walmart announced plans for dedicated "Agent Profiles" launching in November 2026 to separate customer purchases from bot-executed actions, whereas Target restricted access strictly to a small list of pre-approved agents such as OpenAI, Google, and Microsoft.
United left open the possibility of permitting AI agents in the future if industry standards and security controls evolve. The airline stated it will continue evaluating how personal AI tools interact with its services to maintain customer protection while keeping pace with technological advancements.
