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 claim within 90 days to get a refund. The airline argued it could not be held liable for the information provided by the chatbot. 

“Air Canada argues it cannot be held liable for information provided by one of its agents, servants, or representatives — including a chatbot,” said tribunal member Christopher Rivers. “It does not explain why it believes that is the case. In effect, Air Canada suggests the chatbot is a separate legal entity that is responsible for its own actions. This is a remarkable submission.”