Recent findings indicate that booking a train ticket online via the IRCTC platform is not as straightforward as it should be. A consumer survey conducted by LocalCircles has identified various design practices that may confuse or frustrate users during the booking process. Dark patterns, described as website or app design features that manipulate consumers into actions they may not desire, have been flagged in this survey. These practices can include incessant prompts for additional purchases, concealed charges, and other tactics that complicate the booking experience.

Key Findings from the Survey

The LocalCircles survey, which engaged over 90,000 IRCTC users across 324 districts, revealed six significant dark patterns affecting the ticket booking process. Notably, about 70 per cent of respondents reported encountering forced action, where users were unexpectedly logged out during their transactions, disrupting the booking attempts. Of those surveyed, 42 per cent stated they frequently experienced this issue, complicating the ticket reservation process.

Another notable pattern identified was nagging, which 46 per cent of participants encountered. This involved repeated interruptions, such as requests to download the app or engage with promotional opportunities, which can exacerbate user frustration during an already tense experience.

A third concern is related to basket sneaking, experienced by 45 per cent of users, wherein additional services—such as travel insurance or meal options—were automatically included in their bookings without explicit consent. The implications of this pattern raise significant questions regarding consumer agreement and choice within the booking ecosystem.

Additional Issues Discovered

The survey also pointed out issues surrounding drip pricing, reported by 43 per cent of users. This condition arises when hidden charges manifest later in the transaction process, leading to confusion about the total cost of the ticket. Among the respondents, 25 per cent reported encountering these unexpected costs very frequently, highlighting a major concern for transparency in pricing.

Furthermore, 38 per cent of respondents experienced bait and switch tactics. This pattern involves discrepancies between the selected booking and what was ultimately confirmed, suggesting serious implications for user satisfaction and trust. Another significant point was interface interference, noted by 31 per cent of participants, where unexpected prompts appeared during a user’s intended task, leading to additional distractions.

Recommendations and Future Actions

In response to these findings, LocalCircles plans to present its observations along with recommendations to relevant authorities including the Ministry of Railways and the CCPA. Proposed improvements aim to enhance transparency and user experience during ticket booking. Suggestions include conducting an independent audit of the IRCTC interface, defaulting paid add-ons to ‘No’, and ensuring that all fees are disclosed upfront.

The results of this survey come shortly after the IRCTC’s website was redesigned in July 2026 to accommodate a higher volume of user requests and improve functionality. While the new system aims to alleviate previous performance issues, the presence of dark patterns points to a need for ongoing assessment of how consumer choices are presented.

Moreover, the issue of dark patterns extends beyond private companies, raising questions about regulatory practices that should encompass public sector platforms such as IRCTC, which is 68 per cent government-owned. The report argues that enhancing consumer-friendly designs is critical irrespective of the ownership status of a platform.

Long or Short, get news the way you like. No ads. No redirections. Download Newspin and Stay Alert, The CSR Journal Mobile app, for fast, crisp, clean updates!

App Store –  https://apps.apple.com/in/app/newspin/id6746449540 

Google Play Store – https://play.google.com/store/apps/details?id=com.inventifweb.newspin&pcampaignid=web_share