The annoyed passenger subsequently filed a lawsuit against the airline, which argued in court that the chatbot was a “separate legal entity” and therefore accountable for its actions.
Consequently last week, a Canadian tribunal ruled in favor of Moffatt, directing Air Canada to issue a refund for approximately $600.
Christopher Rivers, a member of the civil resolution tribunal in British Columbia, stated, “While a chatbot has an interactive component, it is still just a part of Air Canada’s website. It should be obvious to Air Canada that it is responsible for all the information on its website.”
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