Air Canada Held Liable for Chatbot's Misleading Advice
Air Canada was forced to give a partial refund to a passenger who was misled by its chatbot regarding the airline's bereavement travel policy. The passenger, Jake Moffatt, followed the chatbot's advice to book a flight and request a refund within 90 days, only to have the request rejected. Despite Air Canada's argument that the chatbot is a separate legal entity, a tribunal ruled in favor of Moffatt, awarding him a partial refund and additional damages. Air Canada has disabled its chatbot and will comply with the ruling.