Harm Ledger · verified · Computer Science
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.
Current score
−0.11
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.
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.
Gave incorrect retroactive bereavement-fare instructions.
The bot’s statement was the misrepresentation; Air Canada hosted it.
Attribution 0.5000 · Credit share 70% · Air Canada
Air Canada was held liable for inaccurate bereavement-fare information provided by its website chatbot.
outcome · supported
primary sources
Civil Resolution Tribunal of British Columbia · regulatory record · 14 Feb 2024
13 Sep 2026 · 0.00 → 0.11
Initial adjudicated seed score under methodology 0.1.