Air Canada ordered to compensate customer for ‘misleading’ chatbot

Friday, 16 Feb, 2024 0

In a first of its kind ruling, Air Canada must pay compensation to a customer after its chatbot supplied bogus information.

The airline has already admitted wrong information was given to customer Jake Moffatt.

Air Canada then tried to brush it off, claiming the bot was responsible for its own word and actions.

It was a ‘separate legal entity’ and the airline should not be liable.

The chatbot advised Moffat he could claim a bereavement fare refund within 90 days of the date the ticket was issued.

Later, Air Canada denied the refund request, saying bereavement rate differences cannot be refunded for completed travel, which is listed on the bereavement section of the Air Canada website.

The chatbot had used ‘misleading words’ Air Canada admitted.

The Tribunal member company Christopher Rivers said the airline made ‘a remarkable submission’ in its defense.

It did ‘not explain why the webpage titled ‘Bereavement Travel’ was inherently more trustworthy’ than its chatbot.

“There is no reason why Mr Moffatt should know that one section of Air Canada’s webpage is accurate, and another is not,” he said.

Air Canada was ordered to pay Moffatt the difference in the fare Moffat paid and the bereavement fare plus interest and legal fees.

TravelMole Editorial Team

Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.

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