Air Canada Chatbot Misleads Customers, Ordered to Pay Damages

Air Canada has been ordered to compensate a customer after its chatbot provided misleading information, leading the customer to purchase a full-price ticket instead of a discounted bereavement fare. The airline attempted to distance itself from the error by claiming the chatbot was "responsible for its own actions," but the tribunal ruled in favor of the customer, stating that Air Canada is responsible for all information on its website, including that provided by the chatbot. Air Canada must pay the customer the fare difference, as well as interest and fees, totaling C$812.02.