Feb 15, 2024Confirmed
Air Canada chatbot invented a retroactive bereavement refund policy; BC tribunal made the airline pay
AI loose in the worldMisinformationDERIVED
Approved by person, Oct 11, 2026. How entries are approved
Air Canada's website chatbot told Jake Moffatt he could apply for a bereavement fare within 90 days after travel, contradicting the airline's actual policy, and he booked roughly $1,640 in flights relying on it. On February 14, 2024 the BC Civil Resolution Tribunal rejected Air Canada's argument that the chatbot was a separate legal entity and ordered the airline to pay $812.02 in damages, interest and fees for negligent misrepresentation.
What this means for youA tribunal has now held a company liable for what its chatbot said, so treat every chatbot answer on your site as a statement you are prepared to honor.
Sources
- Daily Hivehttps://dailyhive.com/canada/air-canada-chatbot-decision
- CTV Newshttps://www.ctvnews.ca/vancouver/article/air-canadas-chatbot-gave-a-bc-man-the-wrong-information-now-the-airline-has-to-pay-for-the-mistake/
- Fox Businesshttps://www.foxbusiness.com/lifestyle/air-canada-chatbot-gave-customer-wrong-info-airline-pay
Covered by snapshot 45
da93f03b406f409940d0a6ef47b526607f82ebf457d98f69299b88aceede576a
This entry is record number 2211. It has not been edited since it was approved; the hash above would not match if it had. How to verify