Did you know that a chatbot gave the wrong information and the company had to compensate the customer? The February decision two thousand twenty-four concerns Air Canada. The conversation robot claimed that a bereavement-related reduction could be requested after the trip. The customer relies on this response, while the company's policy prohibits this retroactive request. The problem is commercial information that a person makes a decision about. The interface remains illustrative: it does not reproduce the message or the data of the customer.
The court withholds negligently given misleading information and awards a total of eight hundred and twelve Canadian dollars and two cents, including interest and fees. He rejects the idea that the chatbot would be a separate entity. It is aimed at this litigation, not all legal situations.
One detail: the judgment does not reveal the model or the technical nature of the chatbot. Therefore, it is not called ChatGPT without proof. This story shows above all that an automatic response on a site can have consequences when a customer trusts him to act.
What we know
Moffatt v Air Canada awards CAD812.02 in total, including interest and fees. The model and technical nature of the chatbot is not revealed in this judgment.
To go to the source
References consulted on October 12, 2026.
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