A Canadian tribunal has ruled that Air Canada must pay damages to one of its passengers for misleading advice given by its customer service chatbot, which resulted in the passenger paying nearly double for their plane tickets.
The case centered on the experience of Jake Moffatt, who flew round-trip from Vancouver to Toronto after his grandmother died in 2022. At the time, Moffatt visited Air Canada’s website to book a flight using the company’s bereavement rates. According to tribunal documents, Moffatt specifically asked Air Canada’s support chatbot about bereavement rates and received the following reply:
“Air Canada offers reduced bereavement fares if you need to travel because of an imminent death or a death in your immediate family,” the chatbot stated, including an underlined hyperlink to the airline’s policy. “If you need to travel immediately or have already traveled and would like to submit…
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