Guide
Is a business responsible for what its chatbot says?
Short answerIn at least one decided case, yes. In Moffatt v. Air Canada (2024), a Canadian tribunal held the airline responsible for wrong information its website chatbot gave about bereavement fares. This page is general information, not legal advice.
What happened
A customer asked Air Canada’s website chatbot about bereavement fares. The chatbot said he could apply for the reduced fare within 90 days after the ticket was issued. Air Canada’s own bereavement page said the policy did not apply after travel. He relied on the chatbot, and Air Canada later refused the refund.
The British Columbia Civil Resolution Tribunal found Air Canada liable for negligent misrepresentation. It said Air Canada is responsible for all the information on its website, whether it comes from a static page or a chatbot. It ordered Air Canada to pay C$812.02 in total (C$650.88 damages, plus interest and fees).
What it means for you
- Treat your chatbot’s answers like any other text on your website.
- Make sure your chatbot and your policy pages say the same thing.
- Test the questions where a wrong answer costs money: refunds, prices, delivery promises.
Check your own chatbot
The free AnswerTested test compares your chatbot’s answers with your own pages. See also how to stop made-up discounts.