A man was booking an Air Canada flight and asked for a reduced rate because of bereavement. The chatbot assured him this was possible — the reduced fare would be a rebate. When he went to submit the rebate, the airline refused to refund him.

In February of 2023, Moffatt sent the airline a screenshot of his conversation with the chatbot and received a response in which Air Canada “admitted the chatbot had provided ‘misleading words.’”

He took the airline to court and won.