Air Canada ordered to pay refund customer misled by chatbot

Air Canada was ordered to pay compensation to a customer named Jake Moffatt after their chatbot provided him with inaccurate information regarding the airline's bereavement fare policy. In 2022, Moffatt contacted Air Canada to determine which documents were needed to qualify for a bereavement fare. The chatbot incorrectly informed him that he could apply for a refund within 90 days of ticket issuance. However, Air Canada later acknowledged that the use of "misleading words" by the chatbot and clarified that their policy states that they do not provide refunds for bereavement travel after the flight has been booked. This incident drew further criticism towards Air Canada as they attempted to distance themselves from the error.