Updated February 18th, 2024 at 15:06 IST
The airline was ordered to compensate a man who was misled into paying in full for a ticket by the airline’s chatbot.
Air Canada | Image:Wikipedia
Airline vs chatbot: Terming its chatbot a ‘separate legal entity,’ Air Canada has distanced itself from a probe into misleading a customer.
Brushing off responsibility from a case of bereavement rates for a passenger in the airlines, Air Canada argued that the correct information on bereavement fares was available on its website.
The Case
Jake Moffatt in 2022 wanted to check with Canada’s largest airline if he qualified for bereavement fares after his grandmother’s demise.
A support chatbot on Air Canada’s website replied Moffatt could apply for the refund “within 90 days of the date your ticket was issued” by filling an online form.
Moffatt had checked in his query with the chatbot whether bereavement fares could be granted retroactively, to which the chatbot had said the refund…
#AirCanada
