The airline tried to argue that it shouldn't be liable for anything its chatbot says.
After months of resisting, Air Canada was forced to give a partial refund to a grieving passenger who was misled by an airline chatbot inaccurately explaining the airline's bereavement travel policy. On the day Jake Moffatt's grandmother died, Moffat immediately visited Air Canada's website to book a flight from Vancouver to Toronto. Unsure of how Air Canada's bereavement rates worked, Moffatt asked Air Canada's chatbot to explain.
Air Canada 'does not explain why customers should have to double-check information found in one part of its website on another part of its website,' Rivers wrote. In the end, Rivers ruled that Moffatt was entitled to a partial refund of $650.88 in Canadian dollars off the original fare , which was $1,640.36 CAD , as well as additional damages to cover interest on the airfare and Moffatt's tribunal fees.
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