LLMMedium
Air Canada Chatbot Reportedly Provides Inaccurate Bereavement Fare Information, Leading to Customer Overpayment
- Occurred
- Nov 11, 2022
- Published
- Feb 19, 2024
- Source
- AI Incident Database
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.
Developers
- Air Canada
Deployers
- Air Canada
Harmed parties
- Jake Moffatt
Tags
- response
Classification
Category confidence: 90%
Severity confidence: 85%
Rationale: Chatbot provided inaccurate information causing financial loss, fitting LLM failure with medium severity due to small claims tribunal ruling.
Classifier: Qwen/Qwen3.5-35B-A3B-FP8