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Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
The airline tried to argue that it shouldn't be liable for anything its chatbot says.
On the day Jake Moffatt's grandmother died, Moffat immediately visited Air Canada's website to book a flight from Vancouver to Toronto. In reality, Air Canada's policy explicitly stated that the airline will not provide refunds for bereavement travel after the flight is booked. Experts told the Vancouver Sun that Moffatt's case appeared to be the first time a Canadian company tried to argue that it wasn't liable for information provided by its chatbot.
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