Air Canada Ordered to Pay Passenger Damages After Chatbot Lied About Bereavement Discounts

A Canadian tribunal has ruled that Air Canada must pay damages to one of its passengers for misleading advice given by its customer service chatbot, which resulted in the passenger paying nearly double for their plane tickets. The case centered on the experience of Jake Moffatt, who flew round-trip from Vancouver to Toronto after his grandmother died in 2022. At the time, Moffatt visited Air Canada’s website to book a flight using the company’s bereavement rates.

After debating with the airline for weeks, Moffatt sent Air Canada a screenshot of the chatbot’s response in February 2023. In response, the human customer service representative told him the chatbot’s advice had been “misleading” and said they would take note of the issue so Air Canada could update the chatbot.

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