Air Canada chatbot invents bereavement fare refund policy

Jake Moffatt asked Air Canada's chatbot about bereavement fares after his grandmother died. The chatbot told him he could book a full-price flight and apply for a discount retroactively within 90 days. Air Canada later refused, citing its actual policy that required bereavement applications before travel. The BC Civil Resolution Tribunal ruled that Air Canada owed Moffatt a duty of care and was responsible for information provided by its chatbot, rejecting the airline's argument that the chatbot was a 'separate legal entity'. Moffatt was awarded CA$650.88 in damages.