United Airlines is taking action against personal AI agents that book flights for customers without permission. The company aims to block such access to its own platforms as well as through travel agencies and agents. According to the Wall Street Journal, AI agents can still display flight offers and prices, but cannot complete bookings on the website.
United Airlines cites data privacy and security as reasons. External assistants could expose account information, make unintended purchases, alter customer accounts, or use frequent flyer miles. U.S. aviation regulations could also be violated. For example, a person would have to confirm during check-in that no prohibited items, such as explosives, are in the luggage.
United wants to eliminate another intermediary
That it's not just about security is shown by a statement from United's CEO Scott Kirby. "I really don't want another intermediary," he said according to the WSJ at an event on Tuesday.
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Behind this is the concern that AI agents could become new intermediaries between airlines and customers, thereby gaining influence over ticket sales. Kirby sees great potential in AI, but wants to remain cautious when it comes to bookings.
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