“Air Canada argued that despite the error, the chatbot was a "separate legal entity" and thus was responsible for its actions.”
Air Canada’s chatbot told Jake Moffatt he could claim a bereavement fare refund within 90 days. The airline refused, then argued in front of a tribunal that the bot was a separate legal entity. Tribunal member Christopher Rivers called it a “remarkable submission” and ordered C$650.88 plus interest and fees. Every company replacing support staff with a chatbot wanted that argument to win. It lost over less than a thousand dollars.