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Sunday, 13 September 2026
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Incident database

Air Canada held liable for refund policy invented by its chatbot

A British Columbia tribunal ordered Air Canada to honour a bereavement discount that its website chatbot had described but which did not exist, rejecting the airline's argument that the chatbot was a separate legal entity.

Occurred 11 November 2022 · Disclosed 14 February 2024 · Record updated 13 September 2026

Impact

One passenger was awarded damages; the ruling set a precedent that companies are responsible for what their chatbots tell customers.

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Sources

  1. canlii.orghttps://www.canlii.org/en/bc/bccrt/doc/2024/2024bccrt149/2024bccrt149.html
  2. bbc.comhttps://www.bbc.com/travel/article/20240222-air-canada-chatbot-misinformation-what-travellers-should-know