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. B

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.