United Airlines Chatbot Told a Customer Her $200 Credit Was Good for Five Years. It Expired in One.

United Airlines customer Alison Gil asked the airline's chatbot how long her $200 TravelBank credit would last. The bot told her it stays active for five years from the deposit date. Weeks later, United emailed that her credit would expire in a matter of months, then refused to honor the bot's answer, saying the real policy was one year and they could not change it. NBC's investigation also cited studies finding roughly half of customer-service chatbot responses contained errors, misleading information, or missing context.