"This is a remarkable submission," Civil Resolution Tribunal (CRT) member Christopher Rivers wrote. "While a chatbot has an interactive component, it is still just a part of Air Canada's website. 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."
"While using Air Canada's website, they interacted with a support chatbot," the decision says. Moffat provided the CRT with a screenshot of the chatbot's words: '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.' Based on that assurance, Moffatt claimed they booked full-fare tickets to and from Toronto.
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