Explained: Why Air Canada had to refund a customer misled by a chatbot

Air Canada found itself embroiled in controversy after a grieving passenger, Jake Moffatt, sought a partial refund due to misinformation regarding bereavement travel policies provided by the airline’s chatbot in late 2022. Canada’s Civil Resolution Tribunal ruled in Moffat’s favour on February 14, ordering the airlines to provide a partial refund to Moffat. Here is everything you need to know about the incident and the final verdict.

What is a bereavement policy?

Many airlines in the United States and Canada offer “flexibility” on airfares in case of unexpected emergencies.