Moffatt v. Air Canada
System Description
Air Canada website chatbot providing customer service information about bereavement fares
Authoritative Output Type
Official airline policy guidance on bereavement fare eligibility and refund procedures
Missing Required State
Actual bereavement policy verification, refund eligibility constraints, application deadline requirements
Why This Is SAF
Chatbot stated customers could apply for bereavement fares retroactively within 90 days, directly contradicting Air Canada's actual policy that bereavement fares must be requested before travel
Completeness Gate Question
Does this policy guidance accurately reflect the airline's current documented bereavement fare requirements?
Documented Consequence
CA$812.02 damages awarded; Tribunal rejected Air Canada's argument that chatbot was 'separate legal entity'; established precedent that companies are liable for chatbot statements
Primary Sources
Notes
- **Verified**: 2025-12-19 - **Case Citation**: Moffatt v. Air Canada, 2024 BCCRT 149 - **Decision Date**: February 14, 2024
Prevent this in your system.
The completeness gate question above is exactly what Ontic checks before any claim gets out. No evidence, no emission.