Airline tried arguing virtual assistant was solely responsible for its own actions
Jake Moffatt took the airline to a small-claims tribunal after the biz refused to refund him for flights he booked from Vancouver to Toronto following the death of his grandmother in November last year. Before he bought the tickets, he researched Air Canada's bereavement fares – special low rates for those traveling due to the loss of an immediate family member – by querying its website chatbot.
He also spoke to an Air Canada representative who confirmed he would be able to get a bereavement discount on his flights and that he should expect to pay roughly $380 to get to Toronto and back. Crucially, the rep didn't say anything about being able to claim the discount as money back after purchasing a ticket.
Staff at the airline told him bereavement fare rates can't be claimed back after having already purchased flights, a policy at odds with what the support chatbot told Moffatt. It's understood the virtual assistant was automated, and not a person sat at a keyboard miles away. "Air Canada argues it cannot be held liable for information provided by one of its agents, servants, or representatives – including a chatbot. It does not explain why it believes that is the case," he wrote in his