The Central Consumer Protection Authority (CCPA) has fined SpiceJet Limited Rs 1 lakh for using deceptive design tactics on its flight booking platform. The CCPA found that SpiceJet automatically enrolled customers into its loyalty program and obtained consent for promotional messages through pre-selected options. This practice, known as “dark patterns,” violated consumer choice and the Consumer Protection Act, 2019.
SpiceJet was penalized for enrolling consumers into the SpiceClub Loyalty Programme without their explicit consent. Additionally, users were considered to have agreed to receive promotional communications as the relevant option was pre-selected during booking. Despite a notice from the CCPA, SpiceJet continued this practice by introducing a new pre-ticked checkbox for future communications through various channels.
The airline attributed the issue to a technical error but was instructed to confirm the implementation of corrective measures permanently. The CCPA criticized such practices for undermining consumer autonomy and decision-making transparency. It deemed SpiceJet’s actions as unfair trade practices and misleading representations under the Consumer Protection Act, 2019.
