A recent study reveals that 6 out of every 10 customers experience higher charges when booking air tickets online.
According to a survey by LocalCircles, more than 80% of participants believe that airline apps and travel websites create a false sense of urgency, pressuring them to book tickets quickly.
Frequent flyers report paying more when booking through an airline’s website or app. The survey found that 60% of passengers feel they were overcharged due to tactics like drip pricing, false urgency, and other factors.
Additionally, 72% of respondents noticed that ticket prices increase when repeatedly checking fares during a particular season.
The survey also highlighted that in some cases, prices rise while customers are in the process of viewing or booking tickets.
Hidden Costs and False Urgency
Interestingly, some customers discovered that using an incognito browser or a different device often displays lower original fares.
In a community discussion on LocalCircles, participants suggested that airlines might track customers’ booking likelihood, leading to higher displayed prices.
This survey, conducted from May to August, involved over 50,000 participants from 322 cities.
The study also revealed that more than 80% of respondents felt pressured by false urgency on airline apps and travel websites.
These platforms often show messages like “only two seats left at this price,” encouraging quick decisions.
Such pressure can lead to hasty bookings, increasing the likelihood of travel plan changes. However, if customers try to cancel or reschedule, they often face non-refundable fees or restrictions.
Unwanted Add-Ons and Hidden Charges
Another issue highlighted by the survey is the practice of “Basket Sneaking,” where services like insurance, meals, seat selection, or fast lane access are added to the ticket without the customer’s consent.
If unnoticed, customers end up paying for these extras. About 62% of respondents reported experiencing these unwanted additions multiple times, while 19% said it happened occasionally.
Hidden charges also emerged as a significant concern, with 62% of customers stating they were charged fees not disclosed upfront. These hidden costs often make the final ticket price much higher than expected.
Many customers expressed their frustration, with some even labeling the practice as cybercrime.
Consumer Affairs Secretary Rohit Kumar Singh emphasized that online ticket booking practices are misleading customers.
