I wonder whether the bot hallucinated the wrong information or whether the policy changed and the bot simply wasn't updated / retrained. The latter seems more likely but less interesting, akin to information on a boring HTML page getting overlooked during a site update.
Honestly would it make any difference if the information was just on an FAQ page and it contradicted what the actual ticket contract said?
I’m with you. They should be held to the information they give out. Short of an employee purposely maliciously giving out bad information it seems like not making stuff up should be a basic requirement for them to operate.
