Moffatt v. Air Canada
Jake Moffatt consulted Air Canada's website chatbot, which incorrectly stated he could apply retroactively for bereavement fares within 90 days. Air Canada's policy actually barred retroactive applications. The tribunal rejected Air Canada's argument that the chatbot was a "separate legal entity" and found negligent misrepresentation.
| Court | British Columbia Civil Resolution Tribunal |
|---|---|
| Citation | 2024 BCCRT 149 |
| Jurisdiction | British Columbia |
| Decided | |
| Parties | Plaintiff / Applicant: Jake Moffatt Defendant / Respondent: Air Canada |
| Judge | Tribunal Member Christopher C. Rivers |
AI context
AI system: Air Canada website chatbot
Air Canada deployed a chatbot on its website to handle customer inquiries. The chatbot generated an inaccurate statement about bereavement fare policy that the customer reasonably relied upon.
Significance
First Canadian ruling holding a corporation liable for its AI chatbot's misrepresentations. Established that companies cannot disclaim responsibility by treating a chatbot as a separate entity.
Outcome
OtherTribunal awarded CA$812.02 to Moffatt for negligent misrepresentation. Air Canada held liable for its chatbot's inaccurate advice about bereavement fares.