Survey Reveals 80% of Indian Flyers Face 'Dark Patterns' on Airlines Annually

A recent LocalCircles survey indicates that 80% of Indian airline passengers encountered various 'dark patterns' when using airline apps or websites within the past year. The findings, amplified by recent widespread disruptions at Indigo, highlight manipulative practices across major carriers including Indigo, Air India, Spicejet, and Akasa.

The survey identified several prevalent dark patterns. Bait & Switch was experienced by 70% of consumers, often involving promises of full refunds that resulted in minimal payouts, or fare changes during the booking process. Forced Action, where users are compelled into actions against their will, affected 64% of respondents; a common example cited was being unable to cancel a flight despite promises of full refunds, only being offered modification options. Drip Pricing, characterized by hidden charges appearing only at final payment, was reported by 80% of users, with Air India, Spicejet, and Akasa frequently surprising users with these fees.

Other reported dark patterns included Confirm Shaming (35% very frequently), False Urgency (56% very frequently), and Nagging (40% frequently). LocalCircles plans to submit its detailed findings to the Indian Directorate General of Civil Aviation (DGCA) and the Indian Central Consumer Protection Authority (CCPA), urging these regulatory bodies to investigate and ensure compliance across the commercial aviation sector to restore consumer trust.