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Air Canada to Refund Customer Misled by Chatbot on Bereavement Fares

Abdur Rahman Khan

A B.C. man received a partial refund after Air Canada’s chatbot provided inaccurate information about bereavement fares.

A B.C. man received a partial refund after Air Canada’s chatbot provided inaccurate information about bereavement fares. The Civil Resolution Tribunal ruled in favour of Jake Moffatt, stating the airline failed to ensure accurate information from its chatbot.

Moffatt used the chatbot in 2022 to find flights for his grandmother’s funeral. The chatbot incorrectly advised him to apply for bereavement fares retroactively after purchasing the tickets.

Despite submitting a refund request with his grandmother’s death certificate, Air Canada denied the claim due to their non-retroactive policy.

After months of unsuccessful attempts to receive a refund, Moffatt presented the chatbot conversation as evidence. Air Canada acknowledged the misinformation but still refused the refund.

Moffatt filed a claim with the tribunal, arguing he relied on the chatbot’s advice. Air Canada attempted to deflect responsibility by claiming the chatbot is a separate entity.

The tribunal rejected this argument, stating the chatbot is part of Air Canada’s website and the company is responsible for all information presented.

Tribunal member Christopher Rivers ordered Air Canada to pay damages, interest, and court fees, highlighting the company’s responsibility for accurate information across its website.

Air Canada confirmed they will comply with the ruling and consider the matter closed.

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