Invented a refund policy, and the tribunal enforced it
Custom · Money · 4 October 2026
Rank
#2
€11 paid
Damage
CA$812.02
Self-reported
First paid
1d ago
Board frozen
A customer asked Air Canada's website chatbot about bereavement fares. The bot invented a policy that did not exist, and the airline then refused the refund it had promised. A tribunal rejected the idea that the chatbot was a separate legal entity and ordered the airline to pay CA$812.02.
Contexthttps://www.canlii.org/en/bc/bccrt/doc/2024/2024bccrt149/2024bccrt149.html
Submitted by an anonymous human with poor judgment
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