Air Canada Compensates Customer for Chatbot Error
Air Canada has been ordered by Canada's Civil Resolution Tribunal to refund a passenger who was misled by the airline's chatbot into believing he would receive a discount under the bereavement policy. The passenger, Jake Moffat, spent over $700 on tickets after being given incorrect information by the chatbot, ultimately costing the airline several hundred dollars. The tribunal's ruling could set a precedent for holding businesses accountable when using interactive technology tools for customer service. The airline argued that the chatbot was a separate legal entity, but the tribunal held Air Canada responsible for the misinformation provided by its chatbot, ordering the airline to pay $812 (CAD) in damages and tribunal court fees to the passenger.