Case

Moffatt v. Air Canada

A customer asked the airline's website chatbot about bereavement fares and was told he could claim a reduced fare retroactively within 90 days, while another page of the same site said the policy did not apply after travel. The tribunal (decision of 14 February 2024) held the airline responsible for what its chatbot said, rejected the idea that the chatbot was a separate legal entity, found negligent misrepresentation, and ordered about CAD 812 in total (damages, interest and fees).

Industry
Airline
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Sources

References

Listed A–Z by author surname, Harvard style. A source with a DOI links to https://doi.org/…; one without links to its page or says plainly that it has no DOI.

  1. Civil Resolution Tribunal (British Columbia) (2024) Moffatt v. Air Canada, 2024 BCCRT 149, file SC-2023-005609, decision issued 14 February 2024.No DOIdecisions.civilresolutionbc.caSource page