After his grandmother’s death, Jake Moffatt purchased a full-price ticket to Toronto, believing he would not be able to get a lower death toll because of the information provided by the Air Canada chatbot. The person, who later learned that he had the right to a discount, requested compensation for the price difference.
In a surprise move, Air Canada tried to distance itself from the error by saying the chatbot was a “separate legal entity” that was not under its control. This claim was met with skepticism by the Civil Tribunal (CRT) judge.
The CRT member rejected Air Canada’s defense, stating that “the chatbot is still part of the Air Canada website” and that they are responsible for all information presented there. It found in Moffatt’s favor and ordered Air Canada to pay $812 as compensation for the difference between the cost of the purchased tickets and the fare.
Source: Ferra
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