A "Dark Pattern" refers to a manipulative design strategy employed by websites and apps to deceive users into making unintended decisions. These tactics can be categorized as cybercrime or unfair trading practices under certain legal frameworks, and they are becoming increasingly prevalent in the digital world.
The Ministry of Civil Aviation is set to hold a significant meeting on November 9, bringing together stakeholders including airlines, online travel agents, and consumer NGOs. The agenda will focus on addressing consumer complaints, particularly concerning unfair charges for seat selection and instances of passengers being denied boarding despite holding valid tickets.
A recent investigation by The Hindu has uncovered widespread use of dark patterns on airline websites and booking platforms. For instance, IndiGo employs a "false urgency" tactic, encouraging users to pay extra for seat selection by creating an illusion of limited availability.
Other companies, such as SpiceJet and MakeMyTrip, also utilize deceptive practices. SpiceJet uses fear-inducing language to sell travel insurance, while MakeMyTrip applies hidden convenience fees, a technique known as "basket sneaking."
Draft guidelines from the Ministry of Consumer Affairs have sought to clarify the definitions of these deceptive practices. Furthermore, a 2015 directive from the Directorate General of Civil Aviation (DGCA) requires airlines to present unbundled fares transparently in an "opt-in" manner.
In response to consumer grievances, the Ministry of Civil Aviation has specifically directed IndiGo to provide a clear option for auto-assigned seats, ensuring a more straightforward choice for consumers.
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