Air Canada’s chatbot provided incorrect information to a customer, resulting in the airline having to compensate for the mistake

Air Canada is required to pay a customer $812 CAD for a chatbot’s “misrepresentation” of a fare discount policy, according to a civil resolution tribunal (CRT) decision in British Columbia. The chatbot inaccurately stated that the customer could retroactively seek “bereavement fares” for tickets purchased in November 2022, resulting in the payment to the customer. The legal dispute arose when the chatbot’s information conflicted with Air Canada’s official bereavement policy. The tribunal ruled that Air Canada owed the customer a duty of care and did not take reasonable care to ensure its chatbot was accurate. The airline has been ordered to comply with the decision within two weeks.