What happened
01
The customer asked about a bereavement fare after a relative died.
02
The bot said he could claim it within 90 days of the ticket being issued.
03
The airline refused, because its policy did not allow claims after travel.
04
The tribunal rejected the argument that the bot was a separate entity and ordered compensation.
Why this is a design failure
The bot spoke with confidence about a policy that did not exist. People make money decisions on answers like this.
The fair design
Link the answer to the official policy text, and say clearly when it is not sure.
Do
Show confidence and link the official source.
Don’t
Don’t present a guess as fact.
Company response
The airline argued the chatbot was responsible for its own words. The tribunal rejected this.