The Ministry of Consumer Affairs has raised concerns with all airlines and online travel aggregators for allegedly engaging in unfair trade practices. These practices include 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.
According to a Times of India article, 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”.
The article also mentioned that the department stated that employing such tactics take advantage of consumers’ interests and falls under the classification of unfair trade practices as per the Consumer Protection Act.
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 indicate that consumer complaints are not being effectively addressed.
Over the course of last year, 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 schedules where issues like this will be addressed.
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