Air Canada Must Compensate BC Man for Chatbot Mistake, Tribunal Rules

Air Canada has been ordered to reimburse a B.C. man after the airline’s chatbot gave him inaccurate information about bereavement fares. The B.C. Civil Resolution Tribunal ruled in favour of Jake Moffatt this week, saying the airline “did not take reasonable care” to ensure its chatbot was accurate. Mr. Moffatt used the chatbot on Air Canada’s website in 2022 while looking for flights to attend his grandmother’s funeral, according to tribunal documents. The chatbot suggested Mr. Moffatt could apply for bereavement fares retroactively by completing a refund application within 90 days of the ticket’s issue date. Mr. Moffat applied for a bereavement rebate after paying full price for the flights, the documents show. He submitted his request, along with his grandmother’s death certificate, less than a week after the ticket’s purchase....