Missed Flights and Misleading Bots on a Trip to Crete
Two travelers who paid 26,652 Norwegian krone for a week-long package holiday to Crete missed their flight after following advice from an automated airport chatbot, according to a ruling by Norway’s Package Travel Appeals Board. The journey began in May when the travelers booked an Aegean Airlines flight from Tromsø to Chania through the tour operator TUI, complete with a pool-view apartment. Problems arose before takeoff when Avinor announced that the departure, originally scheduled for 21:25, was delayed until 22:40. Unsure whether to maintain their schedule, one of the travelers asked Avinor’s chatbot whether to arrive two hours before the original time or two hours before the delayed time.
How the Automated Advice Led to Closed Gates
The chatbot replied that the passengers should arrive according to the new departure time provided by the airline. Trusting this guidance, the travelers delayed their trip to the airport.
However, the delay turned out to be much shorter than initially forecast. The flight took off at 21:50—just 25 minutes behind schedule. When the travelers arrived, check-in was already closed and airport staff refused to check them in despite the aircraft still sitting on the tarmac. After missing the flight, the man asked the chatbot the same question again and received the exact same advice, this time capturing a screenshot of the response.
Appeals Board Rules Tour Operator Bears No Liability
The traveler sought a full refund of 26,652 krone from TUI, arguing that the tour operator should bear responsibility for the erroneous information supplied by Avinor’s system. TUI disagreed, pointing out that ticket documentation explicitly states passengers must arrive two to three hours before departure, with check-in closing roughly one hour before takeoff.
TUI maintained that the travelers were responsible for arriving late and offered only a refund for unused airport taxes and fees, amounting to 42.36 euro per person. On October 28, the Package Travel Appeals Board sided with TUI, ruling that information from Avinor’s chatbot falls outside what a tour operator can be held accountable for under the Package Travel Act. The board concluded that passengers retain sole responsibility for arriving on time regardless of chatbot guidance, leaving the travelers without their holiday or a full refund.
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