[Delumine]

This argument seems overly dramatic and distorted. Yes, in an outrageous situation like a billion-dollar mishap, most people would know something isn't right. But for a policy that appears legitimate, especially when it's replacing a human customer service rep, it's not that obvious. In these cases, Air Canada should definitely be held accountable.

[carlosjobim]

Yes, that's exactly what I'm saying as well. Especially since they had already taken the customer's money.