Air Canada is on the hook for incorrect information that its artificial intelligence (A.I.) chatbot shared with a traveler recently, one of the first of what could be a slew of A.I.-related issues in the future as the technology invades all points of travel.
The issue boiled down to how a traveler, Jake Moffatt, could use a bereavement fare, and whether or not the place he received the information, the chatbot on the Air Canada website, could be held liable for incorrect information. Here is what happened, according to the case.
Moffatt, in November 2022, needed to book a flight from Vancouver to Toronto following the death of his grandmother. While booking, he asked the A.I. support chatbot on the Air Canada website about getting access to a bereavement fare, which not all airlines offer.
According to the case, the chatbot told Moffatt that Air Canada does offer bereavement fares, which it does, and that he could apply for bereavement fares…
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