In “remarkable” court submission, Air Canada says chatbot...

In “remarkable” court submission, Air Canada argued its chatbot is responsible...

"While you cannot rely on a disclaimer to avoid your consumer protection responsibilities altogether, a clearly worded and conspicuous disclaimer goes a long way to educating consumers..."

Edward Targett

Feb 19, 2024 - 2 min read

Air Canada has been held liable for “negligent misrepresentation” after its chatbot misled a customer about its bereavement travel policy.

The $21.8 billion by annual revenue airline “did not take reasonable care to ensure its chatbot was accurate” a small claims court found.

Extraordinarily, Air Canada argued unsuccessfully in court that it could not be held responsible for the chatbot as it was a different legal entity.

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