![]() ![]() Instead of a refund, the best Air Canada would do was to promise to update the chatbot and offer Moffatt a $200 coupon to use on a future flight. If you need to travel immediately or have already travelled and would like to submit your ticket for a reduced bereavement rate, kindly do so within 90 days of the date your ticket was issued by completing our Ticket Refund Application form.Īir Canada argued that because the chatbot response elsewhere linked to a page with the actual bereavement travel policy, Moffatt should have known bereavement rates could not be requested retroactively. Moffatt tried for months to convince Air Canada that a refund was owed, sharing a screenshot from the chatbot that clearly claimed: ![]() Moffatt dutifully attempted to follow the chatbot's advice and request a refund but was shocked that the request was rejected. In reality, Air Canada's policy explicitly stated that the airline will not provide refunds for bereavement travel after the flight is booked. The chatbot provided inaccurate information, encouraging Moffatt to book a flight immediately and then request a refund within 90 days. Unsure of how Air Canada's bereavement rates worked, Moffatt asked Air Canada's chatbot to explain. ![]() On the day Jake Moffatt's grandmother died, Moffat immediately visited Air Canada's website to book a flight from Vancouver to Toronto. Alvin Man | iStock Editorial / Getty Images Plus reader comments 262Īfter months of resisting, Air Canada was forced to give a partial refund to a grieving passenger who was misled by an airline chatbot inaccurately explaining the airline's bereavement travel policy. ![]()
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