The setup: Jake Moffatt’s grandmother died. Before booking travel, he asked Air Canada’s chatbot about bereavement fares. The chatbot told him he could book a full-price ticket and apply for the bereavement discount retroactively within 90 days.

What was wrong: Air Canada’s actual policy required the fare be applied at the time of booking — not retroactively. The chatbot had given incorrect policy guidance. Moffatt booked and then tried to claim the retroactive discount. Air Canada refused.

Air Canada’s legal argument: The chatbot was “a separate legal entity” responsible for its own statements. Air Canada was not bound by what it said.

The ruling: The tribunal rejected this entirely. Air Canada is responsible for all information on its website, including chatbot output. Moffatt was awarded the fare difference plus fees.