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https://www.productionai.institute/graph/events/evt-aiid-639

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Production AI Institute public record · AI Incident Database: Air Canada Chatbot Reportedly Provides Inaccurate Bereavement Fare Information, Leading to Customer Overpayment · observed 2025-08-10
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AI Incident Database: Air Canada Chatbot Reportedly Provides Inaccurate Bereavement Fare Information, Leading to Customer Overpayment

A Canadian small claims tribunal reportedly ordered Air Canada to pay $812.02 in damages and court fees after its website chatbot allegedly provided inaccurate information about bereavement fare eligibility, leading a customer to overpay for flights. The tribunal reportedly found the airline responsible for information presented by its chatbot, rejecting the argument that the chatbot was a separate legal entity, and characterized the error as negligent misrepresentation.

AI Incident Database · Incident 639

Operator lens (medium): inspect D2 (output validation), D6 (autonomy oversight).

Confidence
82%
Sources
3
Entities
2
Detected
detected 394d ago

Event summary

A Canadian small claims tribunal reportedly ordered Air Canada to pay $812.02 in damages and court fees after its website chatbot allegedly provided inaccurate information about bereavement fare eligibility, leading a customer to overpay for flights. The tribunal reportedly found the airline responsible for information presented by its chatbot, rejecting the argument that the chatbot was a separate legal entity, and characterized the error as negligent misrepresentation.

D2D6

Linked entities

  • air-canada

    organisation | 70%

  • jake-moffatt

    organisation | 70%

Related graph edges

EdgeTypeConfidence
ent-aiid-air-canada to ent-psf-d2maps to60%
ent-aiid-air-canada to ent-psf-d2maps to60%
ent-aiid-air-canada to ent-psf-d2maps to60%
ent-aiid-air-canada to ent-psf-d6maps to60%
ent-aiid-air-canada to ent-psf-d6maps to60%
ent-aiid-air-canada to ent-psf-d6maps to60%

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Event dates

  • Happened 11 Nov 2022

  • Detected 10 Aug 2025

Sources

  • AI Incident Database - Incident 639

    secondary | checked 9 July 2026

    Open source
  • Air Canada chatbot promised a discount. Now the airline has to pay it.

    primary | checked 21 Feb 2024

    Open source
  • Air Canada must pay damages after chatbot lies to grieving passenger about discount

    secondary | checked 21 Feb 2024

    Open source
Cite this record

"AI Incident Database: Air Canada Chatbot Reportedly Provides Inaccurate Bereavement Fare Information, Leading to Customer Overpayment." https://www.productionai.institute/graph/events/evt-aiid-639 (observed 2022-11-11; retrieved 2026-09-08). PAI.

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