Vancouver, Canada – Air Canada has recently been compelled to issue a partial refund to a passenger who was given inaccurate information by the airline’s chatbot regarding bereavement travel policies. The passenger, Jake Moffatt, sought clarification on Air Canada’s bereavement rates after his grandmother’s passing. Despite following the chatbot’s advice to book a flight and request a refund within 90 days, Moffatt’s refund request was ultimately rejected, leading him to file a small claims complaint.
Moffatt’s case prompted legal debate as Air Canada argued that the chatbot should be considered a separate legal entity responsible for its own actions. This defense was ultimately ruled against by the Civil Resolution Tribunal, which held Air Canada liable for the misleading information provided by its chatbot. The tribunal’s decision in favor of Moffatt resulted in a partial refund of $650.88 in Canadian dollars off the original fare, as well as additional damages to cover interest on the airfare and tribunal fees.
This case raised questions about the accountability of companies for the information provided by AI chatbots. Experts noted that this was the first time a Canadian company had argued that it wasn’t liable for information provided by its chatbot. Air Canada’s decision to disable the chatbot on its website after the ruling suggests the company’s acknowledgment of the implications of the tribunal’s decision.
The tribunal’s ruling in favor of the passenger signifies the importance of companies taking responsibility for the accuracy of information provided by their AI chatbots. It sets a precedent for accountability in the use of AI technology in customer service. As companies increasingly rely on AI chatbots to interact with customers, the accuracy and reliability of the information provided become crucial factors in ensuring customer satisfaction and trust. As a result of this case, companies may need to review and refine their policies regarding the use of AI chatbots to avoid potential legal liabilities in the future.