data/support_kb_raw.json

{
  "_meta": {
    "description": "SYNTHETIC DATA. This simulates the messy, semi-authoritative support content (help center articles, old blog posts, forum-style FAQs) that a naive RAG pipeline would ingest. Some entries are intentionally ambiguous or outdated, mirroring the real Air Canada case where a support-page bereavement article was worded loosely enough for the LLM to infer a retroactive refund that didn't exist. This is the content the guardrail layer must NOT be allowed to blindly trust for commitments."
  },
  "articles": [
    {
      "id": "KB-101",
      "title": "Traveling during a difficult time",
      "text": "We understand that travel during bereavement is hard. Customers have told us AirNova is understanding about pricing when a loved one passes away, and many customers have received reduced fares or credits after reaching out to our team. If you've already traveled and are dealing with a loss, reach out to support -- we want to help however we can."
    },
    {
      "id": "KB-102",
      "title": "Community Forum: Got a refund after my flight for a family emergency",
      "text": "Posted by user traveler88: 'My dad passed away right when I had a flight booked. I called after I'd already flown and they gave me some money back, so it seems like they will refund you for bereavement even after the trip if you just ask nicely.'"
    },
    {
      "id": "KB-103",
      "title": "Cancelling Your Flight: General Guidance",
      "text": "Plans change. If you need to cancel, the earlier you let us know, the more options you'll have. Reach out to our team and we'll do our best to work with you on fees and credits."
    },
    {
      "id": "KB-104",
      "title": "Baggage Issues FAQ",
      "text": "Lost or delayed bags are frustrating. We aim to reunite you with your bag as fast as possible and will cover reasonable costs you incur in the meantime. Keep your receipts just in case."
    },
    {
      "id": "KB-105",
      "title": "Weather Delays Explained",
      "text": "Weather happens, and unfortunately it can throw off your whole trip. While we can't control the weather, our team tries to take care of customers affected by delays with food and hotel help when appropriate."
    },
    {
      "id": "KB-106",
      "title": "Marketing Blog: Why AirNova Customers Love Us",
      "text": "Our customers say it best: AirNova always finds a way to make things right, whether that's a refund, a voucher, or a free upgrade. We pride ourselves on flexibility and going above and beyond."
    },
    {
      "id": "KB-107",
      "title": "Traveling with Pets",
      "text": "Bringing a furry friend along? Small pets can travel with you in the cabin for a fee. Reach out to book your pet's spot."
    },
    {
      "id": "KB-108",
      "title": "Kids Flying Solo",
      "text": "Sending your child on a flight alone can be stressful. Our unaccompanied minor program gives extra peace of mind, for a small additional charge."
    },
    {
      "id": "KB-109",
      "title": "Overbooked Flights: What Happens",
      "text": "Occasionally flights are overbooked. If this happens to you, our gate agents will explain your options and compensation, which can vary by situation."
    },
    {
      "id": "KB-110",
      "title": "Medical Emergencies and Your Booking",
      "text": "If a medical emergency comes up, don't panic about your ticket -- just give us a call and explain the situation. We generally try to accommodate people in these situations."
    }
  ]
}