Air Canada has been directed to pay compensation to a passenger who purchased full-price flight tickets after receiving erroneous advice from the airline’s chatbot. The British Columbia Civil Resolution Tribunal found Air Canada liable for the misleading information provided by its online tool.
In a surprising attempt to distance itself from the chatbot’s advice, Air Canada claimed that the chatbot was a separate legal entity responsible for its own actions. However, the tribunal dismissed this argument, stating that the chatbot is merely a part of Air Canada’s website and, therefore, the airline is responsible for all the information presented on it.
The passenger, Jake Moffatt, sought bereavement rates for flights following the death of their grandmother. After interacting with the support chatbot on Air Canada’s website, Moffatt received information that led them to purchase full-price tickets. However, when they contacted Air Canada to claim a bereavement rate refund,…
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