CCPA imposes ₹ 1 lakh fine on SpiceJet for 'dark pattern' against consumers

CCPA imposes ₹ 1 lakh fine on SpiceJet for 'dark pattern' against consumers

* Display of 'dark pattern' to lure customers while booking tickets

* Minister Piyush Goyal's directive leads to CCPA's strict action

New Delhi: The Central Consumer Protection Authority (CCPA) has imposed a fine of ₹ 1 lakh on SpiceJet airline for displaying 'dark pattern' to deceive customers while booking tickets.

The airline was found to be displaying 'dark pattern' on its online platform to lure customers while booking tickets. This came to the notice of Union Consumer Affairs Minister Piyush Goyal, who directed the department to take strict action.

Following the minister's directive, a CCPA team found that SpiceJet was employing 'dark pattern' on its platform to deceive customers. The airline has been fined ₹ 1 lakh and has been directed to stop default-consent practices permanently.

CCPA has also directed that customer consent should always be taken clearly, informatively, and freely while booking tickets on the online platform.

SpiceJet was found to have designed an interface that tricked customers into opting for self-registration promotion messages, pre-ticked consent for information, and deceptive interface designs that influenced customers.

The airline had adopted a default-consent practice, where the option to join the Spice Club would be automatically ticked. "I agree to receive promotional offers, deals, and updates from Spice Club" would be pre-ticked. The interface design was found to be deceptive, with messages like "Limited period offer! Book now and get the best deal to avoid price hike!" to lure customers.