The investigation revealed that the airline automatically enrolled passengers into the SpiceClub loyalty programme through pre-ticked checkboxes.
The Central Consumer Protection Authority has imposed a penalty of Rs 1 lakh on SpiceJet for deploying deceptive user interface practices known as dark patterns on its booking platform. The order, led by Chief Commissioner Nidhi Khare and Commissioner Anupam Mishra, highlights significant violations of consumer protection laws.
The investigation revealed that the airline automatically enrolled passengers into the SpiceClub loyalty programme through pre-ticked checkboxes. Furthermore, the platform treated users as having consented to promotional messages by default, failing to require any affirmative action from consumers as mandated by regulations.
Even after receiving an initial notice from the authority, the airline reportedly replaced its existing method with another pre-ticked box for SMS, WhatsApp, and email marketing. The regulator noted that this continued the same deceptive practice in a different form, despite SpiceJet attributing the issue to a technical error.
The CCPA categorized these tactics into three prohibited dark patterns: forced action through automatic enrolment, interface interference by setting company preferences as default, and trick questions using confusing, negatively worded language to mislead users.
SpiceJet has been directed to provide an undertaking confirming that all corrective measures have been implemented permanently. The authority reiterated that valid consent must be explicit and informed, reinforcing its commitment to ensuring fair and transparent digital commerce for all consumers.
