Air Canada has recently been ordered by the Civil Resolution Tribunal to compensate a man from British Columbia due to the inaccurate information provided by the airline’s chatbot. The tribunal’s decision, posted online on Wednesday, found in favor of the man who relied on the bot’s information when booking a flight to attend his grandmother’s funeral. The tribunal member, Christopher C. Rivers, stated that Air Canada did not take reasonable care to ensure the accuracy of its chatbot and awarded $650.88 in damages for negligent misrepresentation.
The man, Jake Moffatt, had inquired about the airline’s bereavement rates, which are reduced fares provided to individuals who need to travel due to the death of an immediate family member. The chatbot had purportedly informed Moffatt that he could claim these fares retroactively by completing a refund application within 90 days of ticket issuance. However, when Moffatt submitted his request with his grandmother’s death…
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