‘Consumer Choice Must Not Be Manipulated…’: SpiceJet Fined ₹1 Lakh Over ‘Dark Patterns’ in Flight Booking Platform

New Delhi: SpiceJet has been fined ₹1 lakh by the Central Consumer Protection Authority (CCPA) after the consumer watchdog found that the airline’s online booking platform allegedly used “dark patterns” that could influence customer decisions without their informed consent.

The action marks another significant step by regulators to crack down on deceptive digital practices and reinforce consumer rights in India’s fast-growing online marketplace.

What Are the Alleged ‘Dark Patterns’?

In its order, the CCPA identified three specific practices that it considered misleading:

• Forced Action: Customers were reportedly enrolled automatically into the SpiceClub Loyalty Programme through a pre-selected checkbox.
• Interface Interference: The airline allegedly displayed its preferred choices as default options, nudging users toward selections they may not have actively chosen.
• Trick Question: Consumers were presented with confusing or negatively worded consent prompts that could lead them to unknowingly agree to promotional communications.

According to the authority, these practices reduced users’ ability to make informed decisions while completing their bookings.

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Pre-Ticked Consent Under Scrutiny

The CCPA observed that customers were considered to have accepted promotional messages because consent boxes were already ticked before they interacted with the booking page.

The regulator further noted that even after receiving a notice from the authority, the airline allegedly continued using a similar consent mechanism by introducing another pre-ticked checkbox for marketing communication through SMS, WhatsApp and email.

According to the order, merely changing the presentation of the consent option did not address the underlying issue.

SpiceJet Cited Technical Error

During the proceedings, SpiceJet reportedly attributed the issue to a technical error.

However, the consumer authority concluded that the practices were inconsistent with the principles of transparent and fair consumer engagement.

The CCPA stated that such interface designs could impair consumer autonomy and influence purchasing decisions without obtaining clear and informed consent.

Violation of Consumer Protection Law

The authority held that the airline’s conduct violated provisions of the Consumer Protection Act, 2019 relating to unfair trade practices, misleading representations and unfair contractual terms.

The order emphasised that consumer consent must always be:

• Explicit
• Informed
• Freely given

It added that consent obtained through default settings, pre-ticked checkboxes or deceptive interface design cannot be considered valid under the law.

Government Reiterates Consumer Rights

Reacting to the development, Pralhad Joshi, Union Minister for Consumer Affairs, said that consumer choice should always be based on informed decisions rather than manipulation.

He also stated that the CCPA has directed SpiceJet to permanently discontinue default-consent practices on its platform.

Recent Financial Boost for Airline

The regulatory action comes just weeks after SpiceJet secured ₹150 crore from Indian Bank under the Emergency Credit Line Guarantee Scheme (ECLGS).

The amount represents the first tranche of a proposed ₹500 crore funding package aimed at strengthening the airline’s financial position.

While the funding provides operational support, the latest CCPA order serves as a reminder that digital consumer protection standards remain under close regulatory scrutiny.