Chatbot Guidance Costs Travelers 26,652 Krone After Aegean Airlines Flight Departs Early
A pair of travelers seeking a week-long package holiday to Crete lost 26,652 krone after Avinor’s chatbot advised them to delay their arrival at Tromsø Airport, Nettavisen reported. The Aegean Airlines flight to Chania was originally scheduled for 21:25 and listed as delayed until 22:40 by Avinor. Seeking clarity on check-in timing, one traveler asked the automated assistant whether to arrive two hours before the original or the delayed departure time. The chatbot instructed them to meet according to the new time provided by the airline.
The guidance resulted in the travelers missing their journey when the flight departed at 21:50—just 25 minutes behind schedule. Although the aircraft remained on the physical stand, terminal personnel closed check-in procedures and denied boarding attempts. Following the missed departure, the passenger repeated the exact query to the chatbot and received identical instructions, which this time were captured via screenshot. The total package holiday booked through TUI included a balcony apartment with pool views, none of which the travelers received.
Pakkereisenemnda Rejects Refund Claim Against TUI
The affected traveler sought a full refund of 26,652 krone from TUI, arguing that the tour operator carried responsibility for the incorrect information provided by Avinor’s digital system. TUI rejected the claim, maintaining that tickets clearly stated passengers must arrive two to three hours prior to departure, with check-in closing roughly one hour before takeoff. The company offered only a refund of taxes and fees for the unused coupons, amounting to 42.36 euro per person.
On October 28, Pakkereisenemnda sided with TUI in its official ruling. The board concluded that TUI held no legal liability under the package travel act for guidance issued by Avinor’s chatbot. The panel established that travelers retain the sole obligation to arrive at the airport on time regardless of automated messaging. Consequently, the travelers absorbed the full financial loss of the canceled trip without receiving compensation for the misdirection.
Frequently Asked Questions About the Avinor Chatbot Ruling
What exact compensation did TUI offer the travelers?
TUI offered to refund only the local taxes and fees tied to the unused flight segments, totaling 42.36 euro per person. The company declined to reimburse the remaining cost of the 26,652 krone package.
When did Pakkereisenemnda issue its decision?
Pakkereisenemnda delivered its formal ruling in favor of TUI on October 28, closing the complaint regarding the missed Aegean Airlines departure.
Why did the flight leave earlier than Avinor’s initial delay notice?
Avinor initially posted a delay moving the Tromsø to Chania departure from 21:25 to 22:40, but the actual operational delay shortened, causing the aircraft to lift off at 21:50.
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