Air Canada must pay a Vancouver man a partial refund for his flight ticket that was promised by the site’s chatbot, a Canadian tribunal ruled Wednesday, in what could be a landmark case for the use of artificial intelligence in business.
Jake Moffatt asked the airline’s artificial intelligence support chatbot whether the airline offered bereavement fares in November 2022 following the death of his grandmother. The chatbot said the airline does offer discount fares and that Moffat could receive the discount up to 90 days after flying by filing a claim.
The airline’s actual bereavement policy, however, does not include a post-flight refund, and specifically states that the discount must be approved beforehand.
Moffat booked and flew from Vancouver to Toronto and back for about $1200, and later requested the promised discount of about half off, but was told by the airline’s support staff that the chatbot’s replies were incorrect and non-binding.
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