United Airlines Shuts the Door on Outside AI Agents

Last week we wrote that AI agents booked only four Uber rides in a busy week. This week a large airline decided it does not want them booking at all.

What United did. On 11 November, United Airlines changed its rules. AI agents that United has not approved may no longer book, change or buy travel on its website, its app, or through travel agencies and booking sites. An AI agent is software that does a job for you by itself, such as logging in and booking a ticket. United's new contract text is wide. It counts software that acts by itself even when a person supervises or approves each step. Bookings made or changed by an agent can be cancelled without notice. United can also cancel tickets, remove air miles and close the customer's account. Bookings made before 11 November are safe.

United's reasons. Giving your login to an AI assistant can expose private data. The agent may buy the wrong thing, change your account or spend your air miles. And some steps must be done by a person. At check-in a traveller must confirm that the bags hold nothing dangerous, and an agent clicking "yes" for you is not the same thing.

What is still allowed. Using AI to plan and compare, then booking yourself. Tools for people with disabilities. United says it works with no outside agent today, and wants secure, agreed connections first.

The other view. Critics say United mainly wants to keep customers on its own website and keep out a new middleman. CBS News notes that Southwest Airlines went the other way and now shows its flights inside ChatGPT. Both readings can be true.

Why this matters in shipping. Our industry runs on portals: carrier booking sites, terminal and port systems, vetting and inspection databases, class and flag portals. Most have terms of use nobody reads. If your office lets an AI agent log in with a staff password, you may be breaking those terms, and the account may be closed. Some confirmations in shipping also belong to a person, like a declaration of dangerous goods.

What to do. Never give an AI agent a staff password for an outside portal. Make a short list of the portals your office depends on, and check what their terms say about automated tools. Ask your main suppliers one question: do you allow AI agents, and how should they connect? [Skift · CBS News · AiatSea, 8 November]

This story is part of the Maritime AI Digest of 15 November 2026.