AI has been up to some strange things recently, but now it has worked in favour of one Air Canada customer.
In what could be a landmark case for the use of AI in business, Air Canada must pay for a man’s partial refund for his flight ticket – which the airline chatbot promised.
Jake Moffatt was flying to Toronto from Vancouver after the death of his grandmother in November 2022 and asked their airline’s AI support chatbot if it offered any bereavement fares – his ticket cost C$1,640 (£965).
The chatbot said the airline does offer discount fares and that he should book his ticket then request a refund within 90 days.
However, it seems the AI has more empathy than Air Canada. The airline’s actual policy does not include a post-flight refund and states that any discount must be approved beforehand.
‘Air Canada’s bereavement travel policy offers an option for our…
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