An Air Canada passenger from B.C. has won his fight after the airline refused him a retroactive discount, claiming it wasn’t responsible for promising the refund because it was made in error by the airline’s online chatbot.
Artificial-intelligence law experts say it’s a sign of disputes to come if companies don’t ensure accuracy when increasingly relying on artificial intelligence to deal with customers.
This advertisement has not loaded yet, but your article continues below.
Jake Moffatt booked a flight to Toronto with Air Canada to attend his grandmother’s funeral in 2022 using the website’s chatbot, which advised him he could pay full fare and apply for a bereavement fare later, according to the decision by B.C. civil resolution tribunal.
But an Air Canada employee later told him that he couldn’t apply for the discount after the flight.
“Air Canada says it cannot be held liable for the information provided by the chatbot,” said tribunal member Christopher…
#AirCanada
