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Guess first, no penalty. An airline's website chatbot (an AI tool that answers customers) gave a customer the wrong refund rule. In a 2024 case, who did the tribunal hold responsible?
In 2024, a Canadian tribunal in Moffatt v. Air Canada held the airline responsible for refund information its website chatbot gave a customer. The chatbot stated a policy that was wrong. The company could not push the blame onto the tool.