Air Canada has apparently deactivated its chatbot support feature after facing criticism for misleading information and a subsequent legal dispute. The airline was recently ordered to provide a partial refund to a passenger who was given incorrect guidance by the chatbot regarding Air Canada's bereavement travel policy.

The incident occurred when Jake Moffatt sought clarification on Air Canada's bereavement rates after his grandmother's passing. Moffatt asked the chatbot for information, which inaccurately advised him to immediately book a flight and then request a refund within 90 days. However, Air Canada's actual policy clearly stated that no refunds were allowed for bereavement travel once the flight was booked.

Despite following the chatbot's advice and attempting to obtain a refund, Moffatt's request was denied. After months of unsuccessful communication with Air Canada, he filed a complaint with Canada's Civil Resolution Tribunal. The airline argued that it should not be held responsible for the chatbot's misleading information, claiming that it is a separate legal entity. However, the tribunal ruled in favor of Moffatt.

Tribunal member Christopher Rivers criticized Air Canada's defense, stating that the airline provided no explanation as to why customers should trust one part of its website over another. Rivers declared that Moffatt had "no reason" to doubt the accuracy of the chatbot's information.

The tribunal ordered Air Canada to provide a partial refund of $650.88 CAD ($482 USD) off the original fare, in addition to covering interest on the airfare and tribunal fees. Air Canada has accepted the ruling and considers the matter closed.

Following the controversial case, Air Canada's chatbot support feature appears to have been disabled. Upon visiting the airline's website, there were no options for chatbot assistance, indicating that Air Canada may have discontinued the service. The airline has not responded to requests for confirmation.

Air Canada initially introduced the chatbot as an AI "experiment" to alleviate the burden on its call center during flight disruptions. The airline aimed to automate various customer service issues, hoping to enhance efficiency and improve the overall customer experience. However, the recent legal battle exposed the potential pitfalls of relying solely on AI technology.

Experts suggested that Air Canada may have avoided liability if the chatbot had acknowledged the possibility of inaccuracies in its responses. The tribunal emphasized that the airline should be responsible for all information provided on its website, regardless of its source.

Although Air Canada's intentions with the chatbot were well-intentioned, the airline's decision to disable the service signifies a recognition of the need for greater accuracy and transparency in customer service interactions.