Air Canada should honor refund coverage invented by airline’s chatbot

Air Canada must honor refund policy invented by airline’s chatbot

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After months of resisting, Air Canada was pressured to provide a partial refund to a grieving passenger who was misled by an airline chatbot inaccurately explaining the airline’s bereavement journey coverage.

On the day Jake Moffatt’s grandmother died, Moffat instantly visited Air Canada’s web site to e-book a flight from Vancouver to Toronto. Uncertain of how Air Canada’s bereavement charges labored, Moffatt requested Air Canada’s chatbot to elucidate.

The chatbot supplied inaccurate data, encouraging Moffatt to e-book a flight instantly after which request a refund inside 90 days. In actuality, Air Canada’s coverage explicitly acknowledged that the airline is not going to present refunds for bereavement journey after the flight is booked. Moffatt dutifully tried to observe the chatbot’s recommendation and request a refund however was shocked that the request was rejected.

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