Has anyone dealt with a FlightHub AI/chat support error like this before?
I originally booked a Porter Basic fare where changes/refunds technically were not permitted.
Later, due to another schedule change affecting my trip, I contacted FlightHub to ASK whether changing the itinerary was even possible. Their AI assistant (“Mila”) offered me multiple change options anyway, with penalty fees attached.
It gave me pricing for two different flight dates. After reviewing both options, I specifically selected one of the dates in writing.
The AI acknowledged my selection and confirmed it was processing that exact itinerary.
However, when the updated itinerary email arrived, it had actually processed the OTHER date instead.
When I pointed this out, the AI later admitted in writing:
“Your last request was definitely for [the other date].”
Then the situation completely spiraled:
* the AI contradicted itself repeatedly
* attempted incorrect reversals
* restarted conversations and lost context
* and I had to fight to reach a human
By the time a live agent became involved, I was told the original fare could not fully be restored because the ticket had already been reissued. The agent also indicated they had seen similar situations happen before.
The resolutions offered to me were basically:
Refund the error-related charges but keep the incorrect flight
OR
Cover the cost to move me onto the originally requested date, but no refund
What’s frustrating is that the issue isn’t just the money — it’s that I selected and confirmed one itinerary, the AI confirmed it back to me, and then the system processed a different one anyway.
To now leave on the originally requested travel date, I would effectively need to rebook a new flight due to an error that was not mine. Since I was originally given a one time exception (it seems) to modify the fare, it feels incredibly frustrating that the opportunity was effectively lost because of the system’s own mistake. The entire experience has also caused quite a bit of stress, their AI retaining no memory and talking in circles adding to it.
Has anyone successfully escalated something like this with FlightHub, Affirm, or Porter? I have screenshots/documentation of the full interaction. Please note, the phone call was not recorded, on my end at least.
Edit: I have redacted dates to maintain some privacy. I do feel some anxiety asking about this while a refund is actively pending.