Vancouver man wins case against Air Canada over chatbot error

Air Canada is on the hook for $812.02 after its chatbot mistakenly told a customer that bereavement fares could be applied retroactively.

Following the death of his grandmother in November 2022, Vancouver resident Jake Moffatt booked flights using the website’s chatbot, which advised him he could pay full fare and apply for a bereavement fare later, according to the decision by B.C. civil resolution tribunal.

An Air Canada employee later informed Moffatt he wasn’t eligible to apply for the discount following his flights, despite the chatbot telling him he could submit his...