Govt Raises Alarm On Unfair Airline Practices, Calls For Action
The Ministry of Consumer Affairs has expressed concerns about alleged unfair trade practices involving airlines and online travel aggregators. These practices encompass designating all seats as 'paid,' despite their misleading claim of providing a "free mandatory web check-in."
They also involve actions like refusing to board customers with confirmed tickets and delaying refund processes.
According to media reports, Consumer Affairs Secretary Rohit Kumar Singh, in discussions on the matter, highlighted that airlines were structuring their online interfaces in a way that diminishes consumer independence and manipulates decision-making. This deceptive approach is known as a "dark pattern."
The department has clarified that using such tactics exploits consumer interests and is classified as unfair trade practices under the Consumer Protection Act.
Although air travellers have frequently voiced their complaints about these practices, often through the well-known Air Seva service, the government has faced challenges in compelling airlines to effectively address these issues.
During the meeting, the Consumer Affairs Secretary underscored that the substantial number of grievances suggests that consumer complaints are not being adequately resolved.
The department reported that the National Consumer Helpline (NCH) received nearly 10,000 complaints related to airlines over the past year. A meeting with the CEOs of all airline companies has also been scheduled to address these issues.
