Air Canada must honor refund policy invented by airline’s chatbot::Air Canada appears to have quietly killed its costly chatbot support.
Air Canada must honor refund policy invented by airline’s chatbot::Air Canada appears to have quietly killed its costly chatbot support.
The irony is that this is one of the things that LLMs are really good at. You could run a small local cpu only model and get it to give a far better summary than this bot does.
My local model gave this summary. Granted, I didn’t shape the prompt well, but at least we know why he went to court:
After months of resistance, Air Canada was forced to partially refund a grieving passenger named Jake Moffatt who was misled by the airline’s chatbot regarding their bereavement travel policy. The chatbot incorrectly stated that Moffatt could request a refund within 90 days after booking his flight to attend his grandmother’s funeral. In reality, Air Canada’s policy explicitly stated that refunds would not be granted for such travel once the ticket was purchased. Despite trying for months to convince the airline of their mistake, Moffatt filed a small claims complaint in Canada’s Civil Resolution Tribunal. The tribunal ruled in favor of Moffatt, ordering Air Canada to pay him $650.88 CAD (about $482 USD) and additional damages for interest on the fare and tribunal fees. As of Friday, there appeared to be no chatbot support available on Air Canada’s website, suggesting that the airline has disabled the chatbot following this incident.