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ARTICLE · 23 FEBRUARY 2024

Airline Ordered To Compensate A B.C. Man Because Its Chatbot Provided Inaccurate Information

In the British Columbia Civil Resolution Tribunal's decision Moffatt v. Air Canada, 2024 BCCRT 149, tribunal member Christopher C. Rivers ("Member")...

CanadaTechnology

In the British Columbia Civil Resolution Tribunal's decision Moffatt v. Air Canada, 2024 BCCRT 149, tribunal member Christopher C. Rivers ("Member") found in favour of a man who relied on fare information provided by an airline's chatbot when he was booking a flight to attend his grandmother's funeral.

The Member found that the airline owed a duty of care to chatbot users, and "did not take reasonable care to ensure its chatbot was accurate" and that these inaccuracies amounted to negligent misrepresentation.

Mr. Moffat was awarded $650.88 in damages for negligent misrepresentation, essentially the difference between the lower bereavement fare price and the price he had actually paid.

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