<story><title>Air Canada Has to Honor a Refund Policy Its Chatbot Made Up</title><url>https://www.wired.com/story/air-canada-chatbot-refund-policy</url></story><parent_chain><item><author>quartz</author><text>&amp;gt; &amp;quot;Air Canada argues it cannot be held liable for information provided by one of its agents, servants, or representatives—including a chatbot,&amp;quot; Rivers wrote. &amp;quot;It does not explain why it believes that is the case&amp;quot; or &amp;quot;why the webpage titled &amp;#x27;Bereavement travel&amp;#x27; was inherently more trustworthy than its chatbot.&amp;quot;&lt;p&gt;This is very reasonable-- AI or not, companies can&amp;#x27;t expect consumers to know which parts of their digital experience are accurate and which aren&amp;#x27;t.</text></item></parent_chain><comment><author>BugsJustFindMe</author><text>Forget about digital experiences for a moment. Forget entirely about chatbots.&lt;p&gt;&amp;gt; &lt;i&gt;Air Canada argues it cannot be held liable for information provided by one of its agents, servants, or representatives&lt;/i&gt;&lt;p&gt;That includes EMPLOYEES. So they tried to argue that their employees can lie to your face to get you to buy a ticket under false pretense and then refuse to honor the promised terms? That&amp;#x27;s absolutely fucked.</text></comment>
<story><title>Air Canada Has to Honor a Refund Policy Its Chatbot Made Up</title><url>https://www.wired.com/story/air-canada-chatbot-refund-policy</url></story><parent_chain><item><author>quartz</author><text>&amp;gt; &amp;quot;Air Canada argues it cannot be held liable for information provided by one of its agents, servants, or representatives—including a chatbot,&amp;quot; Rivers wrote. &amp;quot;It does not explain why it believes that is the case&amp;quot; or &amp;quot;why the webpage titled &amp;#x27;Bereavement travel&amp;#x27; was inherently more trustworthy than its chatbot.&amp;quot;&lt;p&gt;This is very reasonable-- AI or not, companies can&amp;#x27;t expect consumers to know which parts of their digital experience are accurate and which aren&amp;#x27;t.</text></item></parent_chain><comment><author>wing-_-nuts</author><text>I once ordered a gift for my father for christmass.  The order page indicated that it would arrive on time.  When it didn&amp;#x27;t arrive, I requested a refund.  They then pointed to their FAQ page where they said that orders during the holidays would incur extra processing time, and refused the refund.&lt;p&gt;I wrote back that unless they issused a refund, I would issue a charge back.  You don&amp;#x27;t get to present the customer with one thing and then do otherwise because you say so on a page the customer has never read when ordering.&lt;p&gt;They eventually caved, but man, the nerve.</text></comment>