Air Canada . Airlines
Website customer chatbot
Killed
Pilot
Production
Scaled
Killed
as of April 2024, the bot is no longer available on the airline's website.From the source, 2024-04
What happened
Air Canada ran an AI chatbot on its website to answer customer questions. It told passenger Jake Moffatt he could claim a bereavement fare after flying, which was not airline policy, and in February 2024 a British Columbia tribunal ruled Air Canada liable and rejected its argument that the chatbot was a separate legal entity. As of April 2024, the bot was no longer on the airline's website. Air Canada has not said publicly why it removed the bot.
Why it matters: The tribunal said a company is responsible for all the information on its website, whether it comes from a static page or a chatbot.
Sources
- Company
- Air Canada
- Industry
- Airlines
- Vendor / platform
- Not stated in source
- Type
- Customer-facing agent
- Status
- Killed
- Evidence date
- 2024-04
- Source
- https://www.cmswire.com/customer-experience/exploring-air-canadas-ai-chatbot-dilemma/
- Notes
- Followed a tribunal ruling on the bot's bereavement fare advice.
- Last checked
- 2026-10-17
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.