Air Canada to Compensate Customer for Chatbot's Misrepresentation

Air Canada has been ordered by the Civil Resolution Tribunal (CRT) to compensate a customer for the “misrepresentation” of its fare discount policy by an online chatbot. The decision, released on February 14, stated that customer Jake Moffatt will receive a total of $812 CAD in damages, prejudgment interest, and fees. Air Canada has two weeks to comply with the order.

Moffatt’s legal dispute with the airline stemmed from the claim that the chatbot on Air Canada’s website inaccurately stated that he could retroactively seek “bereavement fares” for tickets purchased in November 2022 following the death of his grandmother. The chatbot supposedly informed Moffatt that he had 90 days to apply for reduced airfare, despite the airline’s webpage clearly stating that refunds were not allowed for travel that had already taken place.

The CRT decision emphasized that Moffatt had relied on the chatbot for accurate information and would not have booked last-minute flights if he had known he would be required to pay the full fare. In response, Air Canada attempted to argue that it could not be held liable for information provided by one of its agents, including a chatbot. The tribunal dismissed this argument, stating that the airline had a duty of care towards Moffatt and should have ensured the accuracy of its chatbot.

Air Canada has stated that it will comply with the CRT ruling. As one of Canada’s major airlines, the company carries millions of passengers annually. The CRT, an independent online tribunal, operates within the country’s legal system.

Air Canada Ordered to Compensate Customer for Misrepresentation by Chatbot

Air Canada has been ordered by the Civil Resolution Tribunal (CRT) to compensate a customer for the “misrepresentation” of its fare discount policy by an online chatbot. The decision, released on February 14, stated that customer Jake Moffatt will receive $812 CAD in damages, prejudgment interest, and fees.

Moffatt’s legal dispute with the airline arose from the chatbot on Air Canada’s website inaccurately stating that he could retroactively seek “bereavement fares” for tickets purchased in November 2022 following the death of his grandmother. The chatbot wrongly informed Moffatt that he had 90 days to apply for reduced airfare, despite the airline’s webpage clearly stating that refunds were not allowed for travel that had already taken place.

The CRT decision highlighted that Moffatt had relied on the chatbot for accurate information and would not have booked last-minute flights if he had known he would be required to pay the full fare. Air Canada tried to argue that it could not be held responsible for information provided by one of its agents, including a chatbot. However, the tribunal dismissed this argument, stating that the airline had a duty of care towards Moffatt and should have ensured the accuracy of its chatbot.

Air Canada has stated that it will comply with the CRT ruling. As one of Canada’s major airlines, the company carries millions of passengers annually. The CRT is an independent online tribunal that operates within the country’s legal system.

FAQ:

1. What is the Civil Resolution Tribunal (CRT)?
The Civil Resolution Tribunal (CRT) is an independent online tribunal operating within Canada’s legal system. It resolves certain disputes by providing dispute resolution services, including making binding decisions in specific areas.

2. What is the case about?
The case involves a customer, Jake Moffatt, who claimed that Air Canada’s chatbot provided inaccurate information about the airline’s fare discount policy. Moffatt sought bereavement fares for tickets purchased in November 2022, following his grandmother’s death.

3. What was the chatbot’s error?
The chatbot wrongly informed Moffatt that he had 90 days to apply for reduced airfare, despite the airline’s webpage stating that refunds were not allowed for travel that had already taken place.

4. What did the Civil Resolution Tribunal (CRT) decide?
The CRT ruled in favor of Moffatt and ordered Air Canada to compensate him $812 CAD in damages, prejudgment interest, and fees.

5. What argument did Air Canada make?
Air Canada argued that it could not be held responsible for information provided by its chatbot or agents. However, the tribunal dismissed this argument, stating that the airline had a duty of care towards Moffatt and should have ensured the accuracy of its chatbot.

Definitions:

– Chatbot: A chatbot is an artificial intelligence program that simulates human conversation or interaction through text or voice commands. It can be used for various purposes, including providing information and assistance.

The source of the article is from the blog procarsrl.com.ar