Air Canada Ordered To Pay Damages To Customer Who Was Misled By Its Chatbot
Air Canada Ordered To Pay Damages To Customer Who Was Misled By Its Chatbot
Toronto: Air Canada, the largest airline in the North American country, was ordered to pay partial refund to a passenger after its chatbot provided inaccurate information, misleading the person into purchasing a full-price ticket.
The airline even attempted to distance itself from the error and claimed that the chatbot was “responsible for its own actions.”
The incident took place in 2022 when a person named Jake Moffatt’s grandmother passed away and he visited Air Canada’s website to book a Vancouver to Toronto flight. Since he did not know much about how the airline’s bereavement rates worked, Moffatt decided to ask the airline’s chatbot to explain the policy to him.
However, Moffatt was provided inaccurate information by the chatbot, encouraging the person to book a ticket and then request a refund within 90 days, according to Ars Technica.
In a screenshot of his conversation with the Air Canada chatbot, Moffatt was informed that he could apply for the refund “within 90 days of the date your ticket was issued” by filling out an online form, the report added.
“If you need to travel immediately or have already travelled and would like to submit your ticket for a reduced bereavement rate, kindly do so within 90 days of the date your ticket was issued by completing our Ticket Refund Application form,” read the screenshot shared by him.
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