Air Canada must honour the refund policy invented by the airline’s chatbot

Air Canada denied Jake Moffatt, a passenger, a refund for booking a bereavement flight after being provided with incorrect information by the airline’s chatbot. A favourable small claims complaint ruling compelled Air Canada to pay Moffatt a partial refund of CAD 650.88 and additional damages. Air Canada argued that as the chatbot was a separate legal entity, therefore, they were not responsible for its actions. The airline had launched the chatbot as an AI experiment to automate services that did not require a “human touch.”

Source: Ars Technica






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