I also found it very confusingly written, and as a non-native speaker, I initially took bereavement to refer to a flight delay (imagine my confusion about the c

I also found it very confusingly written, and as a non-native speaker, I initially took bereavement to refer to a flight delay (imagine my confusion about the claim "you can't apply for this refund on completed travel"). Then looked up the word and my initial association with something negative was correct: it's about death. The only explanation that I think fits all the article's statements is this: 0. AirCan offers a discounted rate if you fly to someone's death, probably because of the country's size (it's a weird concept to me as a Dutch person!) 1. Person asked the bot how to get this discounted rate, what papers AirCan needed to see 2. Bot said (not shown in article, the only relevant-looking link goes to some stupid news category page): you get your discount afterwards, not before. This seems to be phrased in the article as "refund", but I take it to mean "partial refund to the amount of the discount" 3. Person flies, then applies 4. AirCan now says: you can't apply for this anymore after the travel was completed