Government raises concern over incorrect airline practices
Government raises concern over incorrect airline practices
By: Pune Pulse
October 26, 2023
Pune: The Ministry of Consumer Affairs has raised concerns about alleged unfair trade practices being used by airlines and online travel aggregators. These practices include labeling every seat as ‘paid’ despite offering a ‘free ‘mandatory web check-in and denying boarding to customers with confirmed tickets, as well as delaying refunds.
Rohit Kumar Singh, the Secretary of Consumer Affairs, has indicated that airlines are employing a ‘dark pattern’ to manipulate decision-making and undermine consumer autonomy. These tactics have been classified as unfair trade practices under the Consumer Protection Act, as they take advantage of consumer interests.
Despite frequent complaints from flyers, the government has struggled to compel airlines to effectively address these issues, even with Air Seva service available. During the meeting, the Secretary of Consumer Affairs emphasized that the high number of grievances indicates a lack of effective resolution for consumer complaints.
According to the department, the National Consumer Helpline (NCH) received nearly 10,000 complaints about airlines last year. A meeting with CEOs of all companies has also been scheduled to address these issues.
