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https://www.productionai.institute/graph/entities/incident-org-air-canada

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Production AI Institute public record · Air Canada · observed 2024-01-01
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Air Canada

Air Canada — organisation named in the Production AI Institute incident registry.

Confidence
72%
Sources
2
Events
1
Observed
observed 981d ago
Air Canada

What changed

Air Canada's AI chatbot incorrectly told a customer he could apply for a bereavement discount retroactively. When the customer attempted to claim the refund, Air Canada refused — arguing the chatbot was a 'separate legal entity' not bound by its advice. A Canadian tribunal rejected this defence and…

  • Air Canada Chatbot Bereavement Fare — PAI incident recordhttps://www.productionai.institute/incidents/air-canada-chatbot
  • CBC News — tribunal orders Air Canada to honor chatbot bereavement farehttps://www.cbc.ca/news/business/air-canada-chatbot-1.7159510

Timeline

  1. 1 Jan 2024Air Canada Chatbot Bereavement Fare
    Incident80%
    • Air Canada Chatbot Bereavement Fare — PAI incident recordhttps://www.productionai.institute/incidents/air-canada-chatbot
    • CBC News — tribunal orders Air Canada to honor chatbot bereavement farehttps://www.cbc.ca/news/business/air-canada-chatbot-1.7159510

PSF mapping

D1D5

This entity's public record implicates D1-INPUT-BOUNDARY-REGISTER, D5-MODEL-CHANGE-GATE: inspect linked events and sources before changing production controls.

Source trail (2)

primary · checked 3 July 2026

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pai assessment · checked 3 July 2026

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Connected entities

standardPSF D1 — Input GovernancestandardPSF D5 — Deployment Safety

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"Air Canada." https://www.productionai.institute/graph/entities/incident-org-air-canada (observed 2024-01-01; retrieved 2026-09-08). PAI.

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