Real case · checked 19 October 2026
A tribunal made Air Canada pay for its chatbot's wrong answer.
In Moffatt v. Air Canada, British Columbia's Civil Resolution Tribunal rejected the airline's argument that it wasn't liable for what its chatbot told a customer.
The short version
In Moffatt v. Air Canada, the airline's website chatbot told a grieving customer he could claim a bereavement fare after travel. The policy said otherwise.
The tribunal said it should be obvious Air Canada is responsible for all the information on its website, chatbot included. It ordered 812 Canadian dollars.
If a bot answers your customers, check its answers like you'd check a new hire's.
In numbers
| Item | Amount |
|---|---|
| Damages | $650.88 |
| Pre-judgment interest | $36.14 |
| Tribunal fees | $125.00 |
| Total | $812.02 |
Sources
Checked on 19 October 2026.
"This is a remarkable submission."
Moffatt v. Air Canada, 2024 BCCRT 149. Civil Resolution Tribunal of British Columbia, decided 14 February 2024, paragraph 27, on Air Canada's argument. "It should be obvious to Air Canada that it is responsible for all the information on its website. It makes no difference whether the information comes from a static page or a chatbot."
Moffatt v. Air Canada, 2024 BCCRT 149. Paragraph 27.
This is a Canadian tribunal, not a U.S. court. The amounts come from the decision's order as reported by several case summaries; the CanLII link has the full text.
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