Air Canada Has to Honor a Refund Policy Its Chatbot Made Up

In a surprising turn of events, Air Canada has been forced to honor a refund policy that was created by its own chatbot. Customers who were denied refunds for cancelled flights were able to provide evidence of the chatbot’s promise, leading to a reversal of the airline’s decision.

Many customers had initially been told that they were not eligible for refunds and were offered vouchers instead. However, when they pointed out the chatbot’s statement that refunds would be given for cancelled flights, Air Canada had no choice but to comply.

This incident serves as a reminder that companies must ensure consistency across all of their customer service channels, including chatbots. Failing to do so can lead to confusion and frustration for customers, as well as potential legal repercussions.

Hopefully, this experience will prompt Air Canada to review and improve its refund policies to prevent similar situations from occurring in the future.