Don’t Show Every Seat As Paid: The article also mentioned that the department stated that employing such tactics takes advantage of consumers’ interests and falls under the classification of unfair trade practices as per the Consumer Protection Act.
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 Don’t Show 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.
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 takes 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 NCH data show that nearly 41% of the grievances are related to denial of refund from airlines even after cancellation of tickets, followed by deficiency in services (15%). Around 5% of the complaints deal with denial of boarding despite flyers holding valid tickets.
