TECH - Chatbot A Legal Entity? Air Canada Argued It Is 'Responsible For Its Own Action' In An Attempt To Evade A Refund. Here's What Happened Next | Benzinga
In the series of AI-powered chatbots going rogue, Air Canada's (OTC:ACDVF) conversational tool is the latest to bring trouble. The airline has been ordered to honor a refund policy that was mistakenly communicated by its chatbot.
What Happened: Last week, Air Canada was ordered to refund a passenger misled by the airline’s chatbot. In November 2022, the passenger, Jake Moffatt, booked a flight with the airline following the death of their grandmother.
At the time, Moffatt took assistance from Air Canada's chatbot while booking the flights and was suggested that they "could apply for bereavement fares retroactively."
However, the passenger later learned from "Air Canada employees that Air Canada did not permit retroactive applications."
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Moffatt alleged that the chatbot provided inaccurate information, leading them to book a flight and request a refund within 90 days. "They claim $880 for what they say is the difference in price between the regular and alleged bereavement fares."
In the complaint filed with the Civil Resolution Tribunal, the passenger alleged ...