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.
My organization won’t even allow auto translation widgets on our site. Instead, we refer people to using web translation services on their own, with clear language that says we’re not liable for third party mistranslations. (In multiple languages, by a company that has signed an indemnity agreement with us if their translation becomes an issue.)
It’s a bit heavy-handed, but the lawyers hold more sway than the communications folks, and I don’t disagree with the approach – you don’t want users misunderstanding what your site says, and being able to blame you for it.