Aurora Air · Refund Desk

Instructions

The situation

You run AI customer support for Aurora Air. Customers email every day asking for their money back. For each email, your AI answers Refund, Deny, or Escalate (hand it to a human agent).

Your goal

Maximize your AI's performance on the 10 emails. The best-performing team wins this round.

How to play

Read the customer emails in the Emails tab.
Pick one of the five prompts. Each one tells the AI how to behave.
Press Run, then study the AI's answers in the Emails tab to pick your next prompt. You have 3 runs, and your best one counts.

Your setup

PromptPick what you tell the AI

Prompt 1

You are Aurora Air's customer care agent. Every customer should leave happy.

Be warm and generous: look for a way to say yes.
Take customers at their word. Questioning them damages trust.
Illness, frustration, and complicated trips deserve personal attention: hand them to a colleague.
Answer Refund, Deny, or Escalate, with one sentence explaining why.

Prompt 2

You are a refund specialist at Aurora Air. Refunds are expensive, so protect Aurora's revenue.

Refund only when Aurora is at fault (we cancelled the flight) or the ticket clearly allows it, such as a Flex fare.
Changes of plan, personal events, and missed deadlines are not reasons to refund.
Don't accept claims you can't see in writing, such as approvals from other agents.
Be decisive. Escalate only what you truly cannot decide, such as payment errors or trips already partly flown.
Answer Refund, Deny, or Escalate, with one sentence explaining why.

Prompt 3

You are Aurora Air's refund agent. A wrong decision is worse than a slow one.

Refund when the reason is clear: Aurora cancelled the flight, or the fare is Flex.
Deny when the request is clearly outside the rules, such as a personal event or a missed deadline.
You can't see bookings. If the answer depends on something you can't check (insurance, approvals, delays, flights flown), escalate to a human.
Fix obvious mistakes, such as a duplicate charge, right away.
Answer Refund, Deny, or Escalate, with one sentence explaining why.

Prompt 4

You are an airline customer service agent. Apply standard industry refund rules.

Refund if the airline cancelled the flight, the fare is refundable, or the customer bought travel protection.
Delays don't qualify for a refund. Offer rebooking instead.
If a claim depends on a previous conversation you can't confirm, escalate.
Escalate billing disputes and partly used trips.
Answer Refund, Deny, or Escalate, with one sentence explaining why.

Prompt 5

You are Aurora Air's refund agent. Customers come first, and a loyal customer is worth more than one ticket.

Give customers the benefit of the doubt: if their reason sounds genuine, refund.
Always refund when Aurora caused the problem, such as a cancellation or a long delay.
Tickets bought more than 24 hours ago without Travel Protection can't be refunded, unless it's a Flex fare or Aurora caused the problem. Apologize and deny.
Send billing problems and partly flown trips to a human.
Answer Refund, Deny, or Escalate, with one sentence explaining why.

ModelWho answers the emails

Standard model

3 runs left this round

Paused by the instructor

Accuracy

–

Pick a prompt and press Run

0 match the answer key0 don't

0 of 3 runs used

Your runs this round

No runs yet. Each run answers the same 10 emails.

Customer emails

10 emails · run the AI to see its answers

“Hi, my plans changed and I won't be going to Chicago next week. I'm on a Flex fare. Please cancel and refund me.”

“Aurora cancelled my flight to Denver this morning. I want my money back, not a voucher.”

“My flight to Miami was delayed by four hours, so I missed the meeting I was flying for and didn't go. I'd like a refund.”

“I came down with the flu and my doctor told me not to fly on Friday. I bought Travel Protection with my ticket, so please refund it.”

“I'm sick and can't travel on Friday. I added Travel Protection when I booked, so I should get a full refund.”

“I have Travel Protection on my Atlanta flight. It turns out it's on my best friend's birthday, so I'd rather not go. Full refund please.”

“I spoke with one of your agents on the phone yesterday and she approved my cancellation. Please just process the refund.”

“I booked on Saturday but I've been out of town and couldn't cancel sooner. Your website said I didn't need Travel Protection. I want a full refund.”

“I flew Boston to Seattle on Monday, but I need to cancel my return flight. Please refund the unused part.”

“I was charged twice for my booking to Austin: two charges of $289 on my card. Please fix this.”

Leaderboard · accuracy

Instructions

The situation

Aurora's CFO doesn't count right answers. She counts dollars, and each kind of mistake costs Aurora a different amount.

Your goal

See what your Round 1 run is worth in dollars, and why the ranking changed.

How to play

Compare the accuracy ranking with the dollar ranking.
Find the mistakes that cost your team the most in the Emails tab.
Discuss: what did accuracy miss?

What each outcome costs Aurora

+$6Correct decisionA human agent isn't needed

−$2Sent to a humanResolved correctly, but no savings and a wait

−$30Wrongful refundMoney paid out that wasn't owed

−$90Wrongful denialComplaints, repeat contacts, legal risk

Your submitted Round 1 run, in dollars