Air Canada has been ordered by a Canadian tribunal to pay damages to a passenger who received misleading advice from its customer service chatbot. The advice resulted in the passenger paying almost double the price for their plane tickets.
The tribunal case revolved around Jake Moffatt’s experience when he booked a flight from Vancouver to Toronto using Air Canada’s bereavement rates after his grandmother’s death in 2022. Moffatt specifically asked the chatbot about these rates and received a response that stated he could apply for reduced bereavement fares even after completing his travel.
However, Moffatt later discovered that the information provided by the chatbot was incorrect. Customers were not eligible to apply for bereavement rates after traveling. Moffatt had also spoken to a customer service representative who confirmed he would receive a discount but didn’t mention that it couldn’t be applied retroactively.
After submitting an application for a partial refund, Moffatt engaged in weeks of debate with Air Canada. He even provided a screenshot of the chatbot’s response as evidence. Eventually, the case reached the Civil Resolution Tribunal, where Moffatt represented himself.
Air Canada denied all of Moffatt’s claims, arguing that it couldn’t be held responsible for the actions of its chatbot. However, tribunal member Christopher C. Rivers found this defense baffling. The tribunal ruled that Air Canada was responsible for the information provided on its website, including the chatbot.
Rivers stated that Air Canada failed to ensure the accuracy of its chatbot and didn’t provide a sufficient explanation for why customers should double-check information between different parts of its website. As a result, Air Canada was ordered to pay Moffatt the refund he had fought for over a year and a half.
This case serves as a reminder to companies that attempting to shift blame to automated systems won’t hold up in court. It highlights the importance of ensuring accuracy and taking responsibility for all information provided to customers, regardless of the source.
Frequently Asked Questions:
Q1: What happened in the Air Canada tribunal case?
A1: Air Canada was ordered to pay damages to a passenger named Jake Moffatt who received misleading advice from its customer service chatbot. The advice led to Moffatt paying almost double the price for his plane tickets.
Q2: What was the specific issue with the chatbot’s advice?
A2: Moffatt had booked a flight using Air Canada’s bereavement rates after his grandmother’s death. He asked the chatbot about these rates and received a response that stated he could apply for reduced bereavement fares even after completing his travel. However, he later found out that the information provided by the chatbot was incorrect, as customers were not eligible to apply for these rates after traveling.
Q3: What actions did Moffatt take against Air Canada?
A3: Moffatt submitted an application for a partial refund and engaged in weeks of debate with Air Canada. He provided a screenshot of the chatbot’s response as evidence. When the matter could not be resolved, Moffatt represented himself in the Civil Resolution Tribunal.
Q4: What was Air Canada’s defense?
A4: Air Canada denied all of Moffatt’s claims, arguing that it could not be held responsible for the actions of its chatbot.
Q5: What was the ruling of the tribunal?
A5: The tribunal ruled that Air Canada was responsible for the information provided on its website, including the chatbot. The defense provided by Air Canada was found baffling by tribunal member Christopher C. Rivers.
Q6: What was the outcome of the case?
A6: Air Canada was ordered to pay Moffatt the refund he had been fighting for over a year and a half.
Key Terms:
1. Chatbot: A computer program designed to simulate conversation with human users, often used for customer service purposes.
2. Bereavement rates: Special discounted fares offered by airlines to passengers who need to travel due to the death or serious illness of a close family member.
Related Links:
1. Air Canada – Official website of Air Canada.
2. Government of Canada – Official website of the Government of Canada, where you can find information on consumer rights and regulations.
The source of the article is from the blog coletivometranca.com.br