# A tribunal held Air Canada liable after its website chatbot wrongly told a customer he could claim a bereavement fare refund retroactively

Page: https://flyvolo.ai/en/changes/ev-20240214-customer-service-representative-7
Date: 2024-02-14 · Stage: Constraint
Can this record move a task judgement? yes
Occupation: https://flyvolo.ai/en/careers/customer-service-representative

## Scope

British Columbia, Canada. The small-claims tribunal found that Air Canada's chatbot suggested the customer could apply for bereavement fares retroactively, that the airline's employees later said it did not permit retroactive applications, that the airline is responsible for all the information on its website whether it comes from a static page or a chatbot, that it did not take reasonable care to ensure its chatbot was accurate, and ordered it to pay the difference. One small-claims decision without precedential force; it does not require a person to decide exceptions, only makes the company answer for what its bot says.

## Source

- British Columbia Civil Resolution Tribunal — Moffatt v. Air Canada, 2024 BCCRT 149 (Date Issued: February 14, 2024) — https://decisions.civilresolutionbc.ca/crt/crtd/en/item/525448/index.do (primary source)

## What this means

When a bot grants or misstates an exception, the company is bound by it, which is why exceptions stay with accountable people.

## What it does not show yet

One small-claims decision; it creates no rule that a person must decide exceptions.

## How to verify it yourself

Open Moffatt v. Air Canada, 2024 BCCRT 149 and find "did not take reasonable care to ensure its chatbot was accurate".


More: https://flyvolo.ai/llms.txt