United Airlines Holdings, Inc. (NASDAQ: UAL) shares declined 1.62% to $118.61, a decrease of $1.95, after the carrier announced restrictions on third-party artificial intelligence agents completing flight purchases. United said the policy is intended to protect customer information, prevent unwanted transactions, and address potential conflicts with federal aviation requirements. The announcement was made on November 11. Original report

United Restricts Third-Party AI Flight Bookings

The new restrictions cover personal AI assistants that perform travel bookings and other account activities on behalf of customers. They apply to United’s digital platforms as well as travel agencies and online booking aggregators.

Customers may still use AI services to compare United flight options and review ticket prices. However, unauthorized AI agents will not be permitted to complete direct ticket purchases. In practice, that keeps fare research in AI-assisted territory while leaving checkout, payment, and account changes to the customer.

United cited risks associated with third-party applications that access personal accounts through shared customer credentials. Such tools could expose sensitive financial information, change account settings, or complete purchases without the customer’s proper authorization. Automated agents could also redeem MileagePlus rewards during transactions, potentially creating additional problems for frequent travelers.

The airline plans to revise its booking, ticketing, and distribution policies to enforce the restrictions across relevant sales channels. It will also update its Digital Trust Center with information about account protection and unauthorized transactions. United said the measures are designed to maintain control over customer account access while supporting secure travel transactions. The wording of those revised distribution policies — and the accompanying Digital Trust Center updates — will indicate how far the rules reach into agency and aggregator channels.

Potential FAA and DOT Compliance Issues

United also pointed to possible conflicts between automated booking activity and existing requirements from the Federal Aviation Administration and the Department of Transportation. The airline cited airport check-in procedures as an example of an activity that requires direct acknowledgment from the passenger.

Before completing certain procedures, travelers must confirm that their baggage does not contain prohibited materials, including explosives. United said personal AI agents could potentially complete such steps without obtaining the required confirmation directly from the passenger. The airline considers those automated actions a potential source of regulatory issues involving passenger safety and compliance procedures.

United has not identified a specific FAA or DOT enforcement action concerning third-party AI bookings. As written, the compliance concern rests on United’s stated reading of existing passenger-acknowledgment procedures.

The decision comes as companies in several industries impose restrictions on automated assistants that access customer accounts and online services. Banks and retailers have also limited some AI-agent activities because of security concerns and unauthorized transactions. United said it will continue assessing emerging technologies and their potential applications within its existing customer service systems. Whether other carriers follow with comparable written policies is a development to watch as agentic tools gain wider use.

Airport Expansion Continues as AI Adoption Increases

United’s announcement follows the growing use of personal AI assistants for everyday tasks, including purchases and travel planning. Meta’s Muse agent reportedly exceeded 10 million users in October, reflecting demand for automated digital assistance. Airlines have taken different approaches to incorporating these services into booking and customer-management operations.

At the same time, United is expanding its airport infrastructure. The newly opened Concourse E at Washington Dulles International Airport began operations on November 10 with 14 United gates, direct AeroTrain access, and additional passenger amenities. The facility also includes a nearly 40,000-square-foot United Club, supporting the carrier’s broader expansion at its Washington-area hub.

The concourse is part of a wider airport development program intended to improve passenger capacity and connectivity. United expects the additional gates to support more departures and provide greater flexibility for future route expansion. Its AI restrictions establish boundaries for automated transactions while preserving traditional booking and account-management services.