Passengers Allege Fare Fraud by IndiGo and 7 Other Airlines: Report Reveals Hidden Charges & Missing Cancellation Options
Amid the ongoing IndiGo Airlines crisis, a shocking new report has raised questions about the practices of India’s leading airlines. According to a nationwide survey conducted by community platform LocalCircles, over 81% of air travelers have reported falling prey to unfair or deceptive practices while booking or cancelling tickets on airline websites and mobile apps.
The survey, conducted over the last year with feedback from 1.24 lakh passengers across 302 districts, highlights four major dark patterns still commonly used by airlines—despite government guidelines issued in 2023 to curb such practices.
Four Major Findings of the Airline Fraud Survey
1. Drip Pricing: Hidden Charges Added at Final Checkout
A majority of passengers complained that air tickets initially appear cheaper, but the price jumps significantly at the final payment stage. Airlines reportedly add multiple hidden fees like convenience charges and platform fees.
Over 80% of respondents said they experience this repeatedly.
Passengers of Air India, SpiceJet, and Akasa Air recorded the highest number of complaints regarding drip pricing.
2. Forced Actions: Cancellation Option Missing or Disabled
As per the survey, 64% of passengers said that cancellation buttons were often hidden, missing, or disabled (greyed out).
During the recent wave of over 5,000 IndiGo flight cancellations, the airline had promised a “full refund, no conditions”, but many users reported that the app did not show the cancellation option—only a ‘Change Flight’ button appeared.
This prevented users from exercising their rights and forced them into alternative actions they did not want.
3. Bait and Switch: Refund Manipulation After Promising Something Else
In many cases, passengers were shown one policy initially, only to receive something different later.
A recent example during the IndiGo crisis involved a passenger who cancelled a ₹39,180 ticket but received only ₹1,788 as refund despite being assured of a “full refund”.
Nearly 70% of travelers reported facing such bait-and-switch tactics in the last 12 months.
4. Confirm Shaming: Pressure Messages to Buy Insurance or Add-ons
About 35% of travelers said airlines used “fear-based prompts” to push add-ons like travel insurance.
Passengers not opting for extra services were forced to click buttons like “I will stay unsecured”, creating psychological pressure and guilt.
Government Guidelines Have Little Impact
Despite the 2023 government guidelines to curb dark patterns in online platforms, the report suggests that most airlines have not changed their practices.
Passengers continue to express frustration on social media, reporting hidden charges, refund delays, and manipulative interface designs.
As airfares remain volatile during the ongoing IndiGo crisis, calls are increasing for stricter regulatory action and transparent airline billing practices.
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