Air Canada's website chatbot told a grieving passenger he could apply for a bereavement fare retroactively after buying a full-price ticket. When he sought the partial refund, the airline refused, arguing the chatbot was a 'separate legal entity' responsible for its own statements.
AIC-0002 S2 · Minor
Air Canada held liable for its chatbot's false refund advice
- Harm
- Consumer misled into overpaying; broader precedent that companies are liable for their AI agents' misrepresentations.
- Detection
- Surfaced when the customer filed a claim with the British Columbia Civil Resolution Tribunal (Moffatt v. Air Canada).
- Outcome
- Tribunal ruled for the customer (negligent misrepresentation), awarding CA$812.02 in damages and fees; called Air Canada's 'separate entity' defense 'remarkable'.
A documented entry in the AI Crime Registry, a Defici non-profit initiative. Sourced from public reporting; corrections: [email protected].