Amazon Buy Box algorithm accused of overcharging UK consumers by £1 billion
Consumer champion Robert Hammond has filed a collective proceedings order application against Amazon in the UK Competition Appeal Tribunal. The claim alleges that Amazon's Buy Box algorithm manipulated search results to favour products more profitable for Amazon, obscuring cheaper alternatives and causing approximately 49.4 million UK consumers to overpay by more than £1 billion between October 2015 and June 2020. The algorithm determined the first-ranked item in the Buy Box, which consumers accepted over 80% of the time. The case is pending, and similar investigations by the Italian Competition Authority and the UK Competition and Markets Authority are ongoing.
- Company involved
- Amazon
- AI system involved
- Buy Box algorithm
5 source articles · read the reporting →
UK government's Spotlight algorithm denies funding to independent cinemas
The UK government's Culture Recovery Fund used an automated due diligence tool called Spotlight, designed by the Cabinet Office, to process grant applications. The algorithm is accused of excluding smaller, community-focused independent cinemas and arts organizations in favour of larger institutions, a practice the article describes as automated cultural elitism. The National Audit Office has confirmed the criteria, and Arts Council England is investigating cases of potential fraud, while many venues report struggling to survive.
- Company involved
- UK Government Cabinet Office
- AI system involved
- Spotlight
6 source articles · read the reporting →
Patagonia Targeted by Privacy Class Action for Use of Customer Service AI Software - Law.com
The system intercepted, recorded, and mined data from customer service calls, affecting customers' privacy.
- Company involved
- Patagonia
- AI system involved
- Talkdesk
1 source article · read the reporting →
United Airlines Chatbot Gave Wrong Travel Credit Info - Hoodline
The chatbot told a customer her $200 travel credit would last five years instead of one year.
- Company involved
- United Airlines
1 source article · read the reporting →
Delta’s AI Told A Passenger Her Flight Home Was Safe, Then Canceled It And Demanded Double To Rebook - View…
The AI canceled the passenger's entire roundtrip award ticket, including the return flight, after the passenger requested only the outbound be canceled.
- Company involved
- Delta Air Lines
- AI system involved
- Delta Concierge
1 source article · read the reporting →
Talkdesk Hit With Class Suit Over Customer Service Software - news.bloomberglaw.com
The system secretly recorded and analyzed customer service conversations of callers to Patagonia and Zumiez without consent.
- Company involved
- Talkdesk Inc.
- AI system involved
- CX Cloud
1 source article · read the reporting →
Who Gives A Crap suspends AI agent after email error said prices would double - SmartCompany
The AI agent incorrectly confirmed a doubled subscription price to a customer.
- Company involved
- Who Gives A Crap
1 source article · read the reporting →
Air Canada ordered to pay customer after airline's chatbot misguided him about fares - Daily Hive
The chatbot told a customer he could apply for bereavement fares retroactively, leading him to book flights at full price expecting a partial refund.
- Company involved
- Air Canada
1 source article · read the reporting →
An Air Canada chatbot lied to a passenger about bereavement discounts - qz.com
The chatbot misinformed a passenger about eligibility for bereavement fares, leading him to pay full price instead of receiving a discount.
- Company involved
- Air Canada
1 source article · read the reporting →
Air Canada says its AI chatbot went rogue, misleading customers - Modern Ghana
The chatbot provided misleading information to customers.
- Company involved
- Air Canada
1 source article · read the reporting →
Air Canada refund customer like chatbot said it would - TechHQ
The chatbot informed the customer they were eligible for a refund, which the airline later denied.
- Company involved
- Air Canada
1 source article · read the reporting →
