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Security and privacy

This page explains how the AI assistant connection protects accounts and bookings, and what information is shared with the assistant provider.

Who the assistant acts as

The assistant works as the traveller who connected it, and nobody else:

  • It can only see the trips the traveller can see and can only book for the traveller themselves.
  • It cannot read other travellers' trips, and it cannot cancel or change bookings.
  • A connection made for one agency does not work for another.

Signing in

  • The traveller signs in on the agency's own CityCity sign-in page. The assistant never receives the password.
  • Multi-factor authentication and the company's session settings apply as for a normal sign-in. If a company requires multi-factor authentication to be set up first, the traveller completes that on the regular site before connecting.
  • The assistant receives a connection token that works only for the AI assistant connection. It cannot be used with other CityCity services, and a normal CityCity session cannot be used with the connection.
  • The sign-in page shows which application is asking for access and where the traveller will be sent back to. Check this before signing in.

Company rules are enforced

  • Travel policy: options outside the policy are not offered, and bookings outside it are not made.
  • Approval: a booking that needs approval is not placed through the assistant. The traveller is sent to the regular site, where the approval flow works as usual.
  • Disabled booking: if online booking is disabled for the agency or company, the assistant cannot book.
  • Cost fields: mandatory cost fields must be filled in with valid values.
  • Payment: only items covered by the company's agreement, or by a guarantee the company has already saved, can be booked. Credit card numbers are never entered in the assistant.

Confirmation

The assistant has to show the itinerary and the total price before booking, and books only after the traveller confirms. The selected option, fare, bags and seats are held by CityCity, not by the assistant, so the assistant can only book from the results CityCity returned for that traveller. Each result can be booked once.

Assistants usually also ask for permission before running an action. We recommend that travellers keep this switched on for booking actions.

What is shared with the assistant provider

To answer, the assistant receives the information CityCity returns to it: for example the traveller's trips (itineraries, dates, passenger names, booking references), search results and prices, the traveller's travel policy and cost field values. This information is processed by the assistant provider (for example Anthropic or OpenAI) under the traveller's agreement with that provider, outside of CityCity.

Before enabling the connection, the agency and its customers should decide whether this fits their own data protection and AI usage policies. If a company does not want its travellers to use it, ask the agency not to enable it, or tell the travellers not to connect.

Traceability

Bookings made through an assistant are marked internally as such, so that they can be told apart from bookings made on the regular site. They are otherwise recorded like any other booking made by the traveller.

Turning it off

  • A traveller removes the CityCity connector in the assistant's settings.
  • The agency can have the connection switched off. It then stops working immediately for all of the agency's travellers, including connections that were already set up.