Air Canada Ordered to Pay for Its Chatbot’s False Info
Photo Credit: Pictured: Air Canada Boeing 787-8 Dreamliner coming in from Montreal (YUL) at Frankfurt (FRA). Flickr / Oliver Holzbauer
Skift Take
The AI that powers the latest chatbot craze is still in the experimental phase, but not everyone knows that. This example brings into question whether companies should be more cautious about experimenting with unreliable tech.
Air Canada is being forced to refund a passenger who said he got bad advice from a chatbot on the airline’s website.
Jake Moffatt booked a flight through Air Canada following the death of his grandmother in November 2022. The chatbot from the website suggested he could apply for a discounted bereavement fare after booking a flight at regular price, which he later learned is not the airline’s policy, according to a ruling in small claims court in British Columbia.
Moffatt sued for a reimbursement, and Air Canada said it cannot be h
