---
id: "entity-air-canada-d7"
type: "entity"
entityType: "organization"
canonicalName: "Air Canada"
aliases: []
source_timestamps: ["§ Susceptibility to Misinformation"]
tags: ["legal-liability", "ai-hallucination"]
related: ["concept-personal-ai-agents"]
sources: ["governance"]
sourceVaultSlug: "hbr-seg-governance"
originDay: 7
articleStem: "hbr-cl-88-can-ai-agents-be-trusted"
sourceUrl: "https://hbr.org/2025/05/can-ai-agents-be-trusted"
sourceTitle: "Can AI Agents Be Trusted?"
---
# Air Canada

Air Canada is cited as a legal precedent where a company was held responsible by courts when its AI chatbot provided incorrect answers and advice to a user—specifically, the chatbot promised a passenger a discount that was not actually available. It highlights the legal liabilities of AI misinformation and the exposure of deployers of customer-facing AI.

**Enrichment caveat:** the case is best read as evidence that companies can be liable for incorrect chatbot advice; it does not by itself establish a general doctrine that autonomous agents are fiduciaries or that all AI misinformation carries an identical liability posture.