Air Canada Ordered to Pay Customer Over $600 After Chatbot Error

Dispute with Air Canada's Chatbot

Jake Moffatt, a resident of British Columbia, encountered a dispute with Air Canada’s chatbot after it provided inaccurate information regarding bereavement fares. The Canadian tribunal ruled in favor of Moffatt, determining that Air Canada failed to ensure the accuracy of its chatbot. As a result, Air Canada was ordered to pay Moffatt over $600 in damages and tribunal fees.

Accountability of AI-Powered Chatbots

The case sheds light on the accountability of companies utilizing AI-powered chatbots and the responsibility of ensuring the accuracy of information provided by such technology. Despite Air Canada's argument that the chatbot is a separate legal entity, the tribunal held the airline responsible for the information on its website. The ruling emphasizes the need for companies to ensure the accuracy and reliability of their chatbot interactions with customers.