AI is becoming the first thing between your customer and your business: it answers their search, takes their call, and even tries to book for them. Make your business easy for AI to read, and decide where it's allowed to act. United Airlines: unauthorised third-party AI agents can't book, buy or manage; research still fine; bookings before 11 Nov not cancelled. Tip: set your own rules for AI bookings.
What was reported
United help-centre page on third-party AI agents (bookings made by AI agents before 11 November 2026 won't be cancelled). United says it is restricting access, directly and via travel agencies and aggregators, by unauthorised third-party AI agents or assistants that search, book, buy, manage or collect information on united.com or the app.
Customers can still use AI to research and plan, as long as the tool doesn't access United's site or app. United cites privacy, security and regulation, e.g. check-in requires a person to confirm bags hold no banned items. Assistive technology for customers with disabilities isn't affected. United says it doesn't yet work with any third-party AI agents. Also reported by The Washington Post (12 Nov).
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