Air Canada, one of Canada’s largest airlines, has received a setback after being ordered to compensate a customer who was misled by their own chatbot. The airline attempted to distance itself from the incident, referring to the chatbot as a “separate legal entity” in an effort to evade responsibility.
The case involved Jake Moffatt, who inquired about bereavement fares after the passing of his grandmother. Seeking clarification, Moffatt asked the chatbot on Air Canada’s website if he could apply for a refund. The chatbot informed him that he could do so within 90 days of ticket issuance. Relying on this information, Moffatt booked his tickets to attend his grandmother’s funeral.
However, when Moffatt later requested a refund, Air Canada stated that bereavement rates were not applicable to completed travel. They acknowledged that the chatbot had provided misleading advice and promised to update it with accurate information. Despite this admission, the airline argued that they were not responsible for the chatbot’s actions.
The Civil Resolution Tribunal (CRT) did not accept Air Canada’s defense. CRT member Christopher Rivers emphasized that although the chatbot is interactive, it is still a part of Air Canada’s website. Therefore, the airline should take full responsibility for the information provided. As a result, Air Canada has been ordered to pay Moffatt $650.88, which represents the fare difference he had sued the airline for. In addition, he was awarded $36.14 in pre-judgment interest and $125 in fees.
Air Canada had claimed that the correct information regarding bereavement fares was available on their website. However, Rivers questioned why the webpage titled “Bereavement Travel” was considered more trustworthy than the chatbot itself.
This case serves as a reminder of the importance of transparency and accountability when implementing AI technologies. It highlights the need for companies to ensure that their chatbots and other automated systems provide accurate and reliable information to customers.
FAQ: Air Canada Chatbot Misleading Customer
Q: What happened between Air Canada and a customer?
A: Air Canada was ordered to compensate a customer who was misled by their chatbot. The customer sought clarification about bereavement fares but received inaccurate information from the chatbot.
Q: What did the chatbot tell the customer?
A: The chatbot informed the customer that he could apply for a refund within 90 days of ticket issuance.
Q: Did the customer rely on the chatbot’s information?
A: Yes, the customer booked his tickets based on the chatbot’s advice to attend his grandmother’s funeral.
Q: Did Air Canada agree that the chatbot provided misleading advice?
A: Yes, Air Canada acknowledged that the chatbot had provided incorrect information and promised to update it with accurate information.
Q: Did Air Canada take responsibility for the chatbot’s actions?
A: No, Air Canada attempted to distance itself from the chatbot, referring to it as a “separate legal entity” in an effort to evade responsibility.
Q: What was the decision of the Civil Resolution Tribunal (CRT)?
A: The CRT did not accept Air Canada’s defense. The CRT member stated that the chatbot is part of Air Canada’s website, and therefore, the airline should take full responsibility for the information provided.
Q: What compensation did the customer receive?
A: Air Canada has been ordered to pay the customer $650.88, representing the fare difference he sued the airline for. Additionally, he was awarded $36.14 in pre-judgment interest and $125 in fees.
Q: What defense did Air Canada make regarding the correct information on their website?
A: Air Canada claimed that the correct information regarding bereavement fares was available on their website.
Q: How was the reliability of the webpage and the chatbot questioned?
A: The CRT member questioned why the webpage titled “Bereavement Travel” was considered more trustworthy than the chatbot itself.
Q: What is the lesson from this case?
A: This case highlights the importance of transparency and accountability when implementing AI technologies. Companies need to ensure that their chatbots and other automated systems provide accurate and reliable information to customers.
Definitions:
– Bereavement fares: Reduced airfares offered by airlines for individuals who have experienced a recent death in their immediate family.
Related links:
– Air Canada
The source of the article is from the blog bitperfect.pe