{"meta":{"exportedAt":"2026-10-06T06:51:51.421Z","formatVersion":2,"selection":{"q":"customer-service-chatbot","system":"","harm":"","context":"","country":"","role":"","relation":"","evidence":"","year":"2025","response":"","severity":"","verification":"","view":"incidents","sort":"added"},"totalIncidents":1,"coverage":{"cases":1,"countries":0,"languages":1,"unknownLocation":1,"locationPending":0,"unknownLanguage":0,"unknownDate":0,"lawsuits":0,"regulatory":0,"minors":0,"coreRelations":1,"contextualRelations":0,"mixedRelations":0,"unknownRelations":0,"relationPending":0,"relationUnknown":0},"countingNote":"Distinct public cases in this selection. People counts apply within individual cases only; cross-case person overlap has not been resolved. No population incidence estimate.","affectedCountNote":"Interpret person counts with affectedCountStatus and the reported effects. Unquantified zeros are placeholders, not a measured zero.","source":"AI incidents","publisher":"NOPE","url":"https://nope.net/incidents","license":"CC BY 4.0"},"incidents":[{"id":"2025-priceline-penny-chatbot-promised-refund-on-non-refundable-hotel-booking","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"It was a non-refundable booking, and I received a confirmation email from Priceline. It cost £386.91.","relation":"supports","source_id":"s1"}],"assertion":"The reader held a non-refundable Priceline hotel booking costing £386.91.","causal_attribution":"Not a causal claim."},{"id":"c2","status":"reported","evidence":[{"locator":"There was no way of contacting Priceline except via its AI chatbot, which it calls Penny.","relation":"supports","source_id":"s1"},{"locator":"I was in fact eligible for a full refund and it would be in my bank account within 10 working days.","relation":"supports","source_id":"s1"},{"locator":"when it asked whether I wanted to go ahead, I said yes, and I received an email from Priceline confirming my cancellation.","relation":"supports","source_id":"s1"},{"locator":"in which Penny said your hotel reservation was eligible for cancellation and that you could receive a refund of £386.91.","relation":"supports","source_id":"s1"}],"assertion":"On 28 October 2025 the only contact route the reader found was Priceline's AI chatbot Penny, which said the booking was eligible for a full refund, asked whether to proceed and, on the reader's agreement, the cancellation was confirmed by email.","causal_attribution":"The reader's account and the columnist's description of the reader's screenshot; the chat itself was not inspected."},{"id":"c3","status":"reported","evidence":[{"locator":"they said not only would I not receive a refund, as it went against their policy, but that they hadn’t even been informed of my cancellation.","relation":"supports","source_id":"s1"},{"locator":"I went around in circles for about a month, with no one knowing who was responsible for looking into it.","relation":"supports","source_id":"s1"}],"assertion":"No refund arrived; the hotel said it would not refund and had not been told of the cancellation, and the reader spent about a month passed between Agoda and Priceline.","causal_attribution":"The reader attributes the cancellation to the chatbot's refund statement."},{"id":"c4","status":"reported","evidence":[{"locator":"I wouldn’t have cancelled the hotel if I hadn’t been led to believe I was eligible for a refund.","relation":"supports","source_id":"s1"}],"assertion":"The reader says they would not have cancelled had the chatbot not said a refund was due.","causal_attribution":"The reader's own causal account."},{"id":"c5","status":"reported","evidence":[{"locator":"This was finally done last month, when you received £363.11, after foreign currency charges. The company also emailed you acknowledging that the chatbot had given you “misinformation”","relation":"supports","source_id":"s1"}],"assertion":"After the columnist pressed the company, Priceline paid £363.11 after foreign-currency charges and emailed the reader acknowledging that the chatbot had given misinformation.","causal_attribution":"The columnist's account of Priceline's email; Priceline's acknowledgement supports the chatbot's error. The email was not inspected."}],"effects":[{"label":"non-refundable hotel booking cancelled on the chatbot's refund statement (reader account)","claim_id":"c2","direction":"negative"},{"label":"months of chasing a refund and a shortfall after currency charges (reader account)","claim_id":"c5","direction":"negative"}],"sources":[{"id":"s1","url":"https://www.telegraph.co.uk/money/consumer-affairs/priceline-chatbot-lied-about-refund-and-now-hotel-wont-pay/","kind":"news_report","access":"read","language":"en","translation_note":"Read in English in full from an Internet Archive capture of the Telegraph page (live page HTTP 402 paywall). Consumer column quoting the reader's letter and the columnist's dealings with Priceline; the screenshot and emails were not inspected.","independence_group":"telegraph-priceline-column"},{"id":"s2","url":"https://uk.news.yahoo.com/penny-chatbot-lied-refund-now-103431033.html","kind":"news_relay","access":"read","language":"en","translation_note":"Read in English in full from uk.news.yahoo.com (HTTP 200); a reprint of the same Telegraph column, so the same independence group.","independence_group":"telegraph-priceline-column"}],"version":1,"ai_roles":["institutional_use"],"contexts":["finance","everyday_life"],"unknowns":["The chatbot's full wording, beyond the quoted fragment and the columnist's description of the screenshot.","Whether the reader lost any other money, such as for the alternative accommodation.","The date of the £363.11 payment beyond 'last month' relative to the May 2026 column."],"geography":{"basis":"The letter is signed from north London. The chat took place online and the booked hotel was in Thailand; no source places the exchange itself, so the event country is left unknown.","court_countries":[],"event_countries":[],"affected_person_countries":["GB"]},"publication":{"basis":"Published as a concrete consumer account in a national newspaper's consumer column: a customer-service chatbot told a customer a non-refundable booking qualified for a refund, the customer cancelled on that basis, and the company later acknowledged the chatbot's misinformation. The reader is identified only by initials.","reviewed_on":"2026-10-06"},"ai_involvement":{"basis":"The reader says Priceline's AI chatbot Penny told them a non-refundable booking was eligible for a full refund, asked whether to proceed and, on their yes, the cancellation was confirmed; the columnist describes a screenshot of Penny promising a £386.91 refund. The reader says they cancelled only because of that statement, and Priceline later emailed acknowledging that the chatbot had given misinformation.","status":"reported"},"person_relations":["communicated_with","acted_on_behalf"]},"name":"Priceline's Penny chatbot told a customer a non-refundable booking qualified for a full refund; Priceline later admitted misinformation, Telegraph says","summary":"A reader of The Telegraph's consumer column, writing from north London, says that on 28 October 2025 Priceline's AI chatbot Penny, the only contact route the reader could find, said a non-refundable three-night hotel booking in Thailand costing £386.91 was eligible for a full refund. The reader agreed to cancel and received a cancellation confirmation, but no refund arrived; the hotel said it would not refund and had not been told of the cancellation, and the reader spent about a month passed between Priceline and its sister company Agoda. After the columnist pressed Priceline, it paid £363.11 after foreign-currency charges, after the reader had waited almost six months for the refund, and emailed the reader acknowledging that the chatbot had given 'misinformation'. The column was published on 18 May 2026.","incidentDate":"2025-10-28","incidentKind":"single_event","incidentDatePrecision":"day","exposurePattern":"single_interaction","reportedDate":"2026-05-18","aiSystem":"Penny, Priceline's AI travel assistant, which the reader says was the only contact route and which processed the cancellation","aiProduct":"Priceline Penny","aiCompany":"Priceline","severity":"low","verificationStatus":"unverified","harmCategories":[],"harmOutcomes":["financial_loss","psychological_distress"],"harmOutcomeSummary":"The customer cancelled a non-refundable £386.91 hotel booking after Priceline's chatbot said it qualified for a full refund, then waited almost six months and needed a newspaper columnist's intervention to recover £363.11 (reader's account in The Telegraph; Priceline acknowledged the chatbot's misinformation).","frameworkFacets":[],"causationStatus":"supported","participantUsersAffectedMin":1,"otherPeopleHarmedMin":0,"affectedCountStatus":"exact","affectedCountEvidence":"One person: the reader who used the chatbot and cancelled the booking. No other person is described as affected.","victimAgeRange":"unknown","platformType":"chatbot","outcomeType":"media_coverage","outcomeStatus":"resolved","primarySourceUrl":"https://www.telegraph.co.uk/money/consumer-affairs/priceline-chatbot-lied-about-refund-and-now-hotel-wont-pay/","primarySourceLabel":"The Telegraph, 18 May 2026: 'Priceline chatbot lied to me about a refund and now the hotel won't pay'","firstPublishedAt":"2026-10-06T03:21:58.538498+00:00","updatedAt":"2026-10-06T03:21:58.538498+00:00","scopeVersion":"facts-v3","tags":["customer-service-chatbot","travel","refund","misinformation"]}]}