Air Canada held responsible for wrong advice given by its website chatbot

What happened

After his grandmother died, Jake Moffatt asked Air Canada's website chatbot about bereavement fares and was told he could claim the discount after travelling. That was wrong under the airline's actual policy, and Air Canada refused the refund, arguing the chatbot was responsible for its own statements. The tribunal rejected that argument, saying the chatbot is part of the airline's website and the company must take reasonable care that it is accurate.