"Air Canada's Chatbot Error Costs Airline Refund and Tribunal Ruling"
Air Canada has been ordered by a civil resolution tribunal in British Columbia to pay a customer $812 CAD for misrepresentation by its online chatbot regarding a fare discount policy. The customer, Jake Moffatt, was given inaccurate information by the chatbot about retroactively seeking "bereavement fares" for tickets purchased in November 2022. Despite Air Canada's attempts to argue that it cannot be held liable for information provided by its chatbot, the tribunal ruled that the airline owed a duty of care to the customer and did not take reasonable care to ensure the accuracy of its chatbot.