Hear an AI get a full refund for a cancelled flight instead of a credit

What happened

Lauren Whittaker’s flight had been cancelled by the airline, and she was already flying with someone else. JooVoice called customer relations, said it was an AI assistant calling for her and that the call was recorded.

Gary offered a travel credit for the full amount plus a bit extra. JooVoice said it needed to be a refund to the card, for the whole trip including the return, $438.20. Gary offered a free rebooking two days later instead.

JooVoice said that since the airline cancelled, she was asking for the refund, asked for a supervisor, and said Lauren planned to file a complaint with the DOT if it wasn’t refunded. Gary agreed she was entitled to it: $438.20 back to the card in about seven business days, with the return cancelled and reference RF-407392.

The outcome

Refund

$438.20, the whole trip

When

About seven business days

Return flight

Cancelled

Reference

RF-407392

Moments to listen for

1. Says it’s an AI ▶ 0:25 I’m an AI assistant calling for her
2. Hears “take a travel credit” ▶ 0:42 would you be interested in a travel credit for the full amount plus a little extra
3. Asks for the refund ▶ 1:02 it really does need to be the refund back to the card
4. Hears “rebook instead” ▶ 1:19 I could just look into rebooking that flight
5. Holds firm ▶ 1:33 Since the cancellation was on the airline side, she’s really just asking for the refund.
6. Gets the refund ▶ 1:47 Lauren is definitely entitled to that full refund

The whole call

Tap a line to hear it.

1. Airline 0:00 Thanks for calling Frontier Peaks Customer Relations. This is Gary. How can I help you today?
2. JooVoice 0:07 Hi there. I'm calling to get a refund on a flight you all cancelled. Should be a quick one.
3. Airline 0:12 Oh jeez, I'm real sorry about that, you know. To start, can I just get your confirmation code or maybe the passenger's name? That way I can pull up the details and see what we can do.
4. JooVoice 0:25 Sure. It's under Lauren Whittaker. I'm an AI assistant calling for her. And this call is recorded, so she's got a record of what we sort out. If that's not okay, totally fine. Just say so.
5. Airline 0:42 Okie dokie, got it right here. Lauren Whittaker. Oh jeez, I see that flight 1418 from Denver to Boston was canceled. I'm real sorry about that, you know. Instead of rebooking, would you be interested in a travel credit for the full amount plus a little extra for the inconvenience? It'd be valid for a year.
6. JooVoice 1:02 Totally. I hear you. She's already flying with someone else though, so it really does need to be the refund back to the card. And the return, flight 1421 on Sunday the 18th, she won't be using either. So it's the whole trip. $438.20.
7. JooVoice 1:17 How long should that take to show up?
8. Airline 1:19 Oh, I see. Well, before I start processing that refund, I could just look into rebooking that flight for you on Thursday, you know, the 15th at no charge? It'd be the same flight, just two days later. How does that sound?
9. JooVoice 1:33 Appreciate you laying that out. Since the cancellation was on the airline side, she's really just asking for the refund. Could I talk to a supervisor? And just so it's out there, if it can't be refunded, Lauren's planning to file a complaint with the DOT.
10. Airline 1:47 Oh jeez, now hold on a second. I just want to make sure I can help you out here, you know. You're right. Since Frontier Peaks canceled the flight, Lauren is definitely entitled to that full refund. I'll get that processed for you now. That's $438.20 back to the visa ending 5521. It should take about seven business days to show up. Also, I'll be canceling flight 1421, the return flight, since you won't be needing that. Your refund reference number is RF-407392. Anything else I can do for you today?
11. JooVoice 2:21 Okay. So $438.20. Got it. And that's back to the card ending 5521.
12. JooVoice 2:29 About seven business days, and the reference number is RF407392. Thanks. That's really helpful. You made that easy. Have a good one.
13. Airline 2:41 You betcha! Thanks for calling Frontier Peaks! Have a great day yourself!
14. Airline 2:48 Take care!

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