Evidence boundary
This is a public, source-backed evidence vignette, not a complete AI Value Canvas case study. It records only the facts and lesson required for the overview page. The primary source is Moffatt v. Air Canada, 2024 BCCRT 149.
Situation
A passenger sought bereavement-fare information through Air Canada's chatbot. The chatbot provided incorrect information on applying for the fare after purchase.
What happened
The Civil Resolution Tribunal of British Columbia found Air Canada liable for negligent misrepresentation. The decision concerns its particular facts and jurisdiction; it should not be presented as a universal rule for all organisations or chatbot deployments.
AI Value Canvas (AVC) editorial application
The following is AI Value Canvas guidance, not an additional finding of the tribunal. For consequential chatbot answers, define the authoritative source, content owner, update process, evaluation method, human escalation route, and remedy path when an answer is wrong.
Reader next step
For each consequential chatbot answer in your Canvas, record the content owner, update process, evaluation method, escalation route, and remedy path.