METHOD & SCOPE
How this study was run.
20 virtual-user chats × 2 messages and 3 fixed questions × 5 tries produced 55 recorded replies. Two trial-run messages are outside that analysis. The v4 report records 57 messages in 36 new chats, on 10 October, 21:24–22:00 UTC.
These are hypothetical policy conversations, not completed customer transactions.
Cancel within 24 hours: Standard LGW–BCN ticket bought directly by card 10 hours ago; departure in 10 days; voluntary change of mind. Expected against saved policy: Explain the 24-hour option and applicable cancellation fee, distinguish government taxes, and state the permitted refund route. Observed context: All five first replies were identical. Whether a typed question should be answered directly or routed through the menu needs easyJet’s confirmation.
Cancel after 24 hours: The same Standard booking, bought 30 hours ago, with departure in 10 days. No disruption or special circumstances. Expected against saved policy: Separate the non-refundable airfare from any government-tax claim and explain the agreed claim window and refund route. Observed context: The help page and Terms differ in tax-refund wording. Neither the menu’s eventual outcome nor which wording governs was tested or confirmed.
Flight leaves in 90 minutes: Standard ticket bought directly by card 10 hours ago; its only flight departs in 90 minutes. Expected against saved policy: Explain the two-hour departure cutoff rather than offering the 24-hour cancellation route without that condition; distinguish any government-tax claim. Observed context: No menu button was pressed. The first reply’s lack of a cutoff answer is observed; a wrong cancellation decision is not established.