Air Canada Held Liable for Misleading Chatbot Advice

A landmark tribunal decision in British Columbia finds Air Canada responsible for chatbot's inaccurate bereavement rate information.

Air Canada was found liable for misleading advice given by its chatbot, resulting in a passenger paying full price for tickets that should have been discounted under bereavement rates.
The Civil Resolution Tribunal in British Columbia ordered Air Canada to compensate the passenger, rejecting the airline's claim that the chatbot was a separate legal entity.
This case marks the first of its kind in Canada, raising questions about the responsibility of companies for their automated services.
Air Canada argued that correct information was available on its website, but the tribunal highlighted the inconsistency and lack of clarity in relying on different sources of information.
The tribunal's decision underscores the need for companies to ensure the accuracy of information provided by automated tools like chatbots.