Probably not "whatever", but anything that passes a "reasonableness" standard. It's totally reasonable to expect that if an airline offers bereavement fares that you could file the paperwork a month later because, like, there's a lot going on if you need a bereavement fare and getting the paperwork together can take time.
There are lots of things that an employee might say that would not be reasonable, even if they had no malicious intent.
Yeah, reasonableness is the usual requirement in law unless otherwise specified. The ruling we're talking about here uses reasonableness several times:
"Generally, the applicable standard of care requires a company to take reasonable care to ensure their representations are accurate and not misleading."
"I find Air Canada did not take reasonable care to ensure its chatbot was accurate."
"Mr. Moffatt says, and I accept, that they relied upon the chatbot to provide accurate information. I find that was reasonable in the circumstances."
There are lots of things that an employee might say that would not be reasonable, even if they had no malicious intent.