Air Canada forced to pay refund due to incorrect information provided by AI chatbot
By MYBRANDBOOK
A civil court, after months of trial, has directed Air Canada to refund a customer who was given incorrect information about refunds by an AI chatbot on the company’s website. The company claimed that the chatbot was a separate legal entity and that it was not responsible for its actions.
One day Jake Moffat’s grandmother died and he visited the Air Canada website to book a flight from Vancouver to Toronto, as per report. He was unsure about how the airline’s bereavement rates worked so he asked the chatbot on the website to explain. The chatbot misguided him and encouraged him to book a flight immediately and then to request a refund within 90 days. That was not how it worked.
This is what Air Canada’s company policy says about the policy: “Air Canada’s bereavement travel policy offers an option for our customers who need to travel because of the imminent death or death of an immediate family member. Please be aware that our Bereavement policy does not allow refunds for travel that has already happened.”
For the directions of the chatbot, Moffat took the flight and then asked Air Canada for a refund, which the company refused. At the time, the company argued that the chatbot’s response had a link to the actual policy, and that meant Moffat should have known bereavement rates could not be requested after the flight. After trying to get a refund for months, Mofatt filed a small claims complaint in Canada’s Civil Resolution Tribunal.
Air Canada in court suggested that the chatbot is a separate legal entity and is responsible for its own actions.
“This is a remarkable submission. While a chatbot has an interactive component, it is still just a part of Air Canada’s website. It should be obvious to Air Canada that it is responsible for all the information on its website. It makes no difference whether the information comes from a static page or a chatbot,” wrote a tribunal member in the court’s ruling.
Singapore to remove One-Time Passwords from Bank Accounts
According to the Monetary Authority of Singapore, clients who utilise secur...
Is 375 million Airtel subscribers database breached?
When a hacker claims to have accessed and put up for sale a customer databa...
The government of India intends to construct a single portal f
A single portal will be launched by the Indian government to list all of it...
OpenAI offers GPT-4o, a faster model available to all users at
GPT-4o, a faster and more sophisticated AI model, is made available to all...
Icons Of India : NANDAN NILEKANI
Nandan Nilekani is the Co-Founder and Chairman of Infosys Technologies...
ICONS OF INDIA : RAJESH NAMBIAR
Rajesh leads the company’s India associates and enhances relationshi...
Icons Of India : GAUTAM ADANI CHAIRMAN ADANI GROUP
Gautam Adani is the Founder and Chairman of the Adani Group, which ran...
HPCL - Hindustan Petroleum Corporation Ltd.
HPCL is an integrated oil and gas company involved in refining, market...
NIC - National Informatics Centre
NIC serves as the primary IT solutions provider for the government of ...
STPI - Software Technology Parks of India
STPI promotes and facilitates the growth of the IT and ITES industry i...
Indian Tech Talent Excelling The Tech World - Vinod Dham, Founder & Executive Managing Partner, IndoUS Venture Partners
Vinod Dham, known as the “Father of the Pentium Chip,” has left an...
Indian Tech Talent Excelling The Tech World - Lal Karsanbhai, President & CEO, Emerson
Lal Karsanbhai, President and CEO of Emerson, assumed the leadership i...
Indian Tech Talent Excelling The Tech World - RAVI KUMAR S, CEO- Cognizant
Ravi Kumar S, appointed as CEO of Cognizant in January 2023, sets the ...