New Delhi: Labeling every seat as ‘paid’ despite their misleading claim of offering a “free mandatory web check-in,” as well as denying boarding to customers with confirmed tickets and delaying refunds. These are some of the unfair trade practices that airlines are indulging in, according to the Ministry of Consumer Affairs.
During discussions on the matter, Consumer Affairs Secretary Rohit Kumar Singh indicated that airlines were structuring their online interfaces in a way that undermines consumer autonomy and manipulates decision-making, a tactic known as a “dark pattern,” according to Times of India.
The department stated that employing such tactics amounts to taking advantage of consumers’ interests and falls under the classification of unfair trade practices as per the Consumer Protection Act, according to the report.
While flyers have frequently complained about these practices, often through the widely touted Air Seva service, the government has thus far struggled to compel airlines to comprehensively address them.
The consumer affairs secretary, during the meeting, emphasised that a high volume of grievances indicates that consumer complaints are not being effectively addressed. Over the course of last year, the National Consumer Helpline (NCH) received nearly 10,000 complaints concerning airlines, as reported by the department. A meeting with CEOs of all companies has also been scheduled where issues like this will be addressed, the report added.
