A court in Canada has recognized passenger Jake Moffat’s right to receive $812 in damages from Air Canada. According to this CBCThe ticketing company’s chatbot gave the passenger incorrect information about the possibility of receiving a discount on the flight.
In November 2022, Moffat and his family were supposed to fly out to say goodbye to their grandmother. The man contacted a chatbot on the Air Canada website for help choosing a ticket. AI suggested he purchase regular round-trip tickets for $1,630 and then apply for a partial refund of $380 per flight segment. A discount was provided in case of loss of loved ones.
However, this fee is only valid when booking by phone or at an Air Canada office, not via chatbot. Additionally, this rate cannot be applied to already purchased tickets. Therefore, Moffat did not receive compensation and was misled by the chatbot.
Moffatt filed a lawsuit demanding Air Canada reimburse him for the $880 difference in ticket prices. Air Canada said it was not responsible for the chatbot error and that Moffat should have checked the fare rules before purchasing the tickets. The judge rejected the airline’s claims, finding that the chatbot was a representative of the company and that Moffat had relied on information provided by the chatbot.
As a result, the court recognized Moffat’s right to compensation and ordered Air Canada to pay him compensation, interest and legal costs.
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