Air Canada is financially responsible for a website chatbot error that misled a passenger, according to a recent ruling by a Canadian tribunal. Now the airline must partially refund the passenger for the ticket price.
Air Canada customer Jake Moffatt, who requested information about the airline's bereavement policy from its chatbot after his grandmother died in 2022, was informed that a reduced bereavement fare could be claimed retroactively for his flight from Vancouver to Toronto.
