Air Canada has defended its use of an automated chatbot that was accused of misleading a customer, by stating that the chatbot was âresponsible for its own actionsâ.Â
In 2022, Jake Moffatt reached out to Air Canada, seeking information about bereavement fares following the passing of his grandmother. During the conversation with Air Canada’s support chatbot, Moffatt inquired about the possibility of retroactively applying bereavement fares.
Despite the chatbot’s earlier indication that he could apply for a refund within 90 days of ticket issuance, Air Canada later stated that bereavement rates wouldn’t be applicable retroactively on completed travel when Moffatt sought the refund.
After Moffatt provided Air Canada with a screenshot of the chatbot’s advice, the airline acknowledged that the bot had used “misleading words.” They assured him that they would update the bot with correct information.
In response to Moffatt’s lawsuit for the fare difference, Air Canada…
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