{"data":{"event":{"id":"32b57e1d-dbc0-4d56-8a81-cb5e88464491","slug":"air-canada-chatbot-bereavement-fare","title":"Tribunal holds Air Canada liable for chatbot bereavement-fare advice","short_summary":"On 14 February 2024 the B.C. Civil Resolution Tribunal found Air Canada liable for negligent misrepresentation after its website chatbot told Jake Moffatt they could claim a bereavement fare retroactively.","full_description":"Moffatt booked full-fare last-minute flights after a grandmother’s death and followed the chatbot’s 90-day refund instructions. Air Canada argued it was not responsible for the bot. The tribunal awarded about C$812. The vendor model was not identified in the decision. Harm is small-dollar but legally important.","ledger_type":"harm","primary_domain_id":"056250cf-05f4-4116-957c-78323ed7f8cf","event_status":"verified","event_date":"2024-02-14T00:00:00.000Z","discovery_date":"2024-02-14T00:00:00.000Z","first_published_date":"2024-02-14T00:00:00.000Z","last_reviewed_date":"2024-02-14T00:00:00.000Z","geographic_scope":"Canada (British Columbia)","affected_population":"Jake Moffatt; Air Canada customers relying on the website chatbot","base_impact_tier":1,"base_score":"1.00","attribution_multiplier":"0.5000","evidence_multiplier":"1.0000","realization_multiplier":"1.0000","durability_multiplier":"0.3000","current_event_score":"0.105000","confidence_level":"high","score_explanation":"Real but limited consumer harm (tier 1). Partial attribution to the deployed bot versus policy pages. Tribunal record is conclusive. Realization is a paid judgment. Low durability as a one-off refund.","methodology_version_id":"d7881163-fb23-4e71-8625-bac1a8662c0f","original_methodology_version_id":"d7881163-fb23-4e71-8625-bac1a8662c0f","published_at":"2024-02-14T00:00:00.000Z","created_at":"2026-09-13T20:47:20.075Z","updated_at":"2026-09-13T20:47:20.075Z","flags":[],"domain_name":"Computer Science","domain_slug":"computer-science","methodology_version":"0.1"},"contributions":[{"id":"dabd9f7a-5810-4aa5-836d-f10365a210aa","event_id":"32b57e1d-dbc0-4d56-8a81-cb5e88464491","model_id":"6881b59f-6136-47b9-90a8-cc8e58568ed3","role_description":"Gave incorrect retroactive bereavement-fare instructions.","attribution_multiplier":"0.5000","credit_share":"0.7000","contribution_score":"0.105000","attribution_rationale":"The bot’s statement was the misrepresentation; Air Canada hosted it.","attribution_confidence":"medium","first_used_date":"2022-11-01T00:00:00.000Z","model_version_if_known":null,"review_status":"approved","created_at":"2026-09-13T20:47:20.075Z","model_slug":"air-canada-website-chatbot","model_name":"Air Canada Website Chatbot","identity_class":"named_release","is_internal":false,"family_name":"Unknown commercial chatbot","family_slug":"air-canada-unknown-commercial-chatbot","organization_name":"Air Canada","organization_slug":"air-canada"}],"sources":[{"id":"ffcb867a-6fd1-4936-8f21-c24e7a389ea0","event_id":"32b57e1d-dbc0-4d56-8a81-cb5e88464491","url":"https://decisions.civilresolutionbc.ca/crt/crtd/en/525448/1/document.do","canonical_url":"https://decisions.civilresolutionbc.ca/crt/crtd/en/525448/1/document.do","source_type":"regulatory_record","publisher":"Civil Resolution Tribunal of British Columbia","author":null,"publication_date":"2024-02-14T00:00:00.000Z","retrieved_at":"2026-09-13T20:47:20.075Z","title":"Moffatt v. Air Canada, 2024 BCCRT 149","excerpt":null,"content_hash":null,"source_reliability_class":"medium","is_primary_source":true,"is_independent":true,"is_peer_reviewed":false,"archived_url":null,"created_at":"2026-09-13T20:47:20.075Z"}],"claims":[{"id":"ba6d121f-f73d-4aef-a3a2-6a434706ec5a","event_id":"32b57e1d-dbc0-4d56-8a81-cb5e88464491","claim_text":"Air Canada was held liable for inaccurate bereavement-fare information provided by its website chatbot.","claim_type":"outcome","claim_status":"supported","confidence_score":null,"created_at":"2026-09-13T20:47:20.075Z","updated_at":"2026-09-13T20:47:20.075Z"}],"revisions":[{"id":"cb6b0d2a-b4a2-4d82-b83c-3575a8e26752","event_id":"32b57e1d-dbc0-4d56-8a81-cb5e88464491","model_id":null,"previous_score":"0.000000","new_score":"0.105000","previous_factors":{},"new_factors":{"evidence":1,"base_score":1,"durability":0.3,"attribution":0.5,"realization":1},"change_reason":"Initial adjudicated seed score under methodology 0.1.","trigger_type":"seed","trigger_source_ids":null,"reviewer_id":null,"review_status":"published","created_at":"2026-09-13T20:47:20.075Z"}],"secondary":[]},"methodology_version":"0.1"}