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Air Canada Ordered to Pay Passenger Damages After Chatbot Lied About Bereavement Discounts
The Tribunal judge said Air Canada’s suggestion that the chatbot was a 'separate legal entity responsible for its own actions' didn’t make sense.
According to tribunal documents, Moffatt specifically asked Air Canada’s support chatbot about bereavement rates and received the following reply: In its defense, Air Canada denied all of Moffatt’s claims and said it couldn’t be held liable for information provided by its servants, agents, representatives, or chatbots—an argument that baffled Tribunal member Christopher C. Rivers. In a decision published this week, Rivers said that Air Canada’s suggestion that its chatbot was a “separate legal entity responsible for its own actions” didn’t make any sense.
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