The move makes United the first major US airline to impose a strict ban on "agentic AI" transactions.
The policy shift, announced this week, targets autonomous tools such as Meta’s Muse and OpenAI’s Dots that are designed to handle online purchases and scheduling on a user's behalf.
While travellers can still use AI chatbots to research itineraries and compare fares, the airline now requires human intervention to complete the actual checkout and check-in processes.
In a press release accompanying the changes, United stated that allowing outside AI tools access to passenger accounts creates severe security and operational risks.
The airline warned that sharing account credentials with third-party AI assistants can expose sensitive data and lead to unintended purchases, unauthorized modifications, or the misuse of MileagePlus miles.
United has updated its Contract of Carriage to classify AI-managed reservations as prohibited practices, reserving the right to cancel them without notice while honoring bookings made before November 11.
The ban affects direct digital channels, third-party agencies, and flight aggregators.
Furthermore, United cited Federal Aviation Administration (FAA) and Department of Transportation (DOT) regulations, noting that automated bots cannot legally verify critical safety disclosures, such as confirming a passenger's luggage is free of hazardous materials.
United CEO Scott Kirby told the Wall Street Journal that the company wants to avoid giving control to another middleman, protecting direct-to-consumer revenue, upsell opportunities and loyalty programme interactions.3
This hardline approach contrasts with competitors like Delta and American Airlines, which allow AI bookings while shifting liability to the user.
Southwest and easyJet have integrated directly with platforms like ChatGPT.
United plans to update its Digital Trust Center to guide customers on account security and the new restrictions.
