Air Canada, the largest carrier in Canada, has been directed to provide compensation to a passenger who was deceived by the airline’s chatbot into paying full price for a ticket. According to a recent report, Jake Moffatt sought information on bereavement fares from Air Canada’s support chatbot after the passing of his grandmother.
Contrary to the passenger’s expectations, the chatbot advised Moffatt that he could apply for a refund of the fare difference if he filled out an online form within 90 days of ticket issuance. Relying on this misleading information, Moffatt booked tickets to attend his grandmother’s funeral.
When Moffatt later approached Air Canada for the fare refund, the airline declared that bereavement rates were not applicable to completed travel. Moffatt presented a screenshot of the chatbot’s advice, prompting Air Canada to acknowledge the bot’s usage of incorrect language and commit to rectify the information.
Moffatt subsequently filed a lawsuit against Air Canada to claim the fare difference. In defense, the airline contended that the chatbot was a “separate legal entity” and therefore solely responsible for its actions. However, this unusual defense did not garner any positive publicity for the airline.
The Civil Resolution Tribunal (CRT), responsible for adjudicating the case, dismissed Air Canada’s defense as “remarkable.” CRT member Christopher Rivers pointed out that although the chatbot had interactive features, it was still a part of Air Canada’s website, making the airline accountable for all information displayed.
Air Canada’s argument that the correct information on bereavement fares was available on its website also fell short, as Rivers emphasized that the airline failed to justify why its webpage titled “Bereavement Travel” should be considered more reliable than the chatbot.
Consequently, Air Canada has been instructed to pay the passenger, Jake Moffatt, a total of C$812.02, including the fare difference, pre-judgment interest, and fees. This ruling serves as a reminder to airlines about their responsibility to ensure accurate information is provided across all platforms, including chatbots, to avoid misleading passengers.
Air Canada Compensation Case: FAQ
Q: What happened in the Air Canada compensation case?
A: Air Canada was directed to compensate a passenger who was deceived by their chatbot into paying full price for a ticket.
Q: What information did the chatbot provide to the passenger?
A: The chatbot advised the passenger that he could apply for a refund of the fare difference if he filled out an online form within 90 days of ticket issuance.
Q: Why did the passenger book the tickets?
A: Relying on the chatbot’s advice, the passenger booked the tickets to attend his grandmother’s funeral.
Q: What did Air Canada say when the passenger requested a fare refund?
A: Air Canada stated that bereavement rates were not applicable to completed travel.
Q: What evidence did the passenger present to Air Canada?
A: The passenger presented a screenshot of the chatbot’s advice.
Q: What defense did Air Canada use in the lawsuit?
A: Air Canada argued that the chatbot was a “separate legal entity” solely responsible for its actions.
Q: How did the Civil Resolution Tribunal respond to Air Canada’s defense?
A: The tribunal dismissed Air Canada’s defense as “remarkable” and held the airline accountable for the chatbot’s actions.
Q: What did the tribunal say about Air Canada’s website information?
A: The tribunal emphasized that Air Canada failed to prove why its webpage on “Bereavement Travel” was more reliable than the chatbot.
Q: What was the ruling of the Civil Resolution Tribunal?
A: Air Canada was instructed to pay the passenger a total of C$812.02, including the fare difference, pre-judgment interest, and fees.
Q: What does this ruling serve as a reminder for?
A: This ruling reminds airlines of their responsibility to provide accurate information across all platforms, including chatbots, to avoid misleading passengers.
Definitions:
– Chatbot: A computer program designed to simulate human conversation, typically used for customer support or information retrieval.
– Bereavement fares: Special reduced airfares available to passengers traveling due to the death or imminent death of a close relative.
– Civil Resolution Tribunal (CRT): A tribunal responsible for settling disputes in British Columbia, Canada.
Related links:
– Air Canada
The source of the article is from the blog portaldoriograndense.com