Jake Moffatt was booking a flight to Toronto and asked the bot about the airline’s bereavement rates – reduced fares provided in the event someone needs to travel due to the death of an immediate family member.
Moffatt said he was told that these fares could be claimed retroactively by completing a refund application within 90 days of the date the ticket was issued, and submitted a screenshot of his conversation with the bot as evidence supporting this claim.
The airline refused the refund because it said its policy was that bereavement fare could not, in fact, be claimed retroactively.
Air Canada argued that it could not be held liable for information provided by the bot.
It’s your fucking system. You’re liable for what it says.
I got a bereavement care when my father died the night before my flight to see him. The phone agent did this without my asking for it. Humans good, chatbots bad.
Oh man, moments like this when my faith in humanity is restored. I am sorry for your loss
I got offered a bereavement fare that was higher than the Google flights posted fare, and limited to Mon-Thurs flights.