Incident 639: Customer Overcharged Due to Air Canada Chatbot's False Discount Claims

Description: Air Canada was ordered to pay over $600 in damages for providing inaccurate bereavement discount information via its chatbot, leading to a customer overpaying for flights. The tribunal ruled the airline responsible for the chatbot's misinformation.


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Alleged: Air Canada developed and deployed an AI system, which harmed Jake Moffatt.

Incident Stats

Incident ID
Report Count
Incident Date
Daniel Atherton
Air Canada must pay damages after chatbot lies to grieving passenger about discount · 2024
Katyanna Quach post-incident response

Air Canada must pay a passenger hundreds of dollars in damages after its online chatbot gave the guy wrong information before he booked a flight.

Jake Moffatt took the airline to a small-claims tribunal after the biz refused to refund him f…

Air Canada chatbot promised a discount. Now the airline has to pay it. · 2024
Kyle Melnick post-incident response

After his grandmother died in Ontario a few years ago, British Columbia resident Jake Moffatt visited Air Canada's website to book a flight for the funeral. He received assistance from a chatbot, which told him the airline offered reduced r…

Airline held liable for its chatbot giving passenger bad advice - what this means for travellers · 2024
Maria Yagoda post-incident response

Artificial intelligence is having a growing impact on the way we travel, and a remarkable new case shows what AI-powered chatbots can get wrong – and who should pay. In 2022, Air Canada's chatbot promised a discount that wasn't available to…


A "variant" is an incident that shares the same causative factors, produces similar harms, and involves the same intelligent systems as a known AI incident. Rather than index variants as entirely separate incidents, we list variations of incidents under the first similar incident submitted to the database. Unlike other submission types to the incident database, variants are not required to have reporting in evidence external to the Incident Database. Learn more from the research paper.

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