Cathay Pacific agent accidentally sends AI empathy prompt to passenger after cancelled Hong Kong-Okinawa flight; reveals airline using co-pilot tool to manufacture emotional connection instead of solving rebooking problems.

Airlines Are Using AI To Manufacture Empathy Instead Of Solving Problems — One Passenger Was Sent The Prompt By Mistake

When a Cathay Pacific passenger’s flight was cancelled, they turned to the airline’s chat feature and got frustrated with how it was wasting their time. Cathay then sent what appeared to be an internal AI prompting note. It seems the psasenger had been flying Hong Kong – Okinawa on HK Express as a Cathay Pacific codeshare (UO842 / CX5842) as Typhoon Jangmi approached Japan, causing cancellations. Here’s the rest of the chat. This looks like AI agent-assist prompt leakage, rather than the AI it...