Air Canada was ordered to reimburse a passenger who was mistakenly promised a cheaper bereavement fare by the airline’s AI chatbot — a possible landmark decision as more companies turn to artificial intelligence for customer service.
Jack Moffat, a Vancouver resident, had asked the airline’s support chatbot whether it offered bereavement rates following the death of his grandmother in November 2022.
The chatbot responded by telling the grieving grandson he could claim the lower price up to 90 days after flying by filing a claim.
However, the airline’s actual bereavement policy, does not include a post-flight refund. It also says all discounts must first be approved.
Moffatt ended up booking a roundtrip flight to Toronto for the…
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