Case tracker · Chatbot misinformation
Moffatt v. Air Canada
- AI system / company
- Air Canada customer-service chatbot
- Jurisdiction
- Canada (British Columbia)
- Court / regulator
- British Columbia Civil Resolution Tribunal
- Status
- Ruling issued
What happened
Air Canada's website chatbot incorrectly told passenger Jake Moffatt he could apply for a bereavement discount retroactively after booking. The Tribunal rejected Air Canada's argument that the chatbot was a separate legal entity, holding the airline responsible for information provided by the bot and awarding Moffatt roughly CAD $650 in damages plus interest and fees.
About chatbot misinformation cases
Harm caused when an AI chatbot gives false or binding information that a consumer reasonably relied on, and the company is held responsible for the bot.
Sources
Attorneys who handle chatbot misinformation cases
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