-
An Air Canada chatbot told a customer he could receive a bereavement discount after traveling to his grandma’s funeral.
-
But the airline says claims for bereavement rates must be submitted beforehand.
-
Air Canada unsuccessfully argued the chatbot’s misleading information wasn’t its responsibility.
Air Canada was on Wednesday ordered to compensate a passenger who was misled by its online chatbot.
Jake Moffatt brought his small-claims case to the Civil Resolution Tribunal after the airline denied his request for a refund.
When his grandmother died in 2022, Moffatt booked a flight with Air Canada — hoping to use its bereavement rates which offer a discount for those traveling due to a family member’s death.
Moffatt said the airline’s chatbot told him he would be able to claim this discount after traveling.
However, a separate page on Air Canada’s website notes it “does not allow refunds for travel that has already…
#AirCanada
