Inconvenienced! 83% consumers disagree with convenience fee for online services, finds survey

livemint.com:

India registers 108% surge in transactions for travel, online home services; BookMyShow, MyJio most preferred merchants According to the survey's findings, 84 percent of respondents expressed their desire for the government and its public sector units (PSUs), including IRCTC, to cease the practice of charging convenience fees or service charges and instead promote the Digital India initiative. This demand reflects the sentiments of consumers who seek a more cost-effective and convenient online experience.

The survey, which collected feedback on various aspects of convenience fees, noted that, on an aggregate basis, 79 percent of surveyed consumers reported being charged convenience fees for services they had booked online. This widespread concern highlights the issues consumers face when encountering such charges in their online transactions.

Also Read: GST from October on imported online services for personal use The report on convenience fees also pointed out that when services such as tickets are procured digitally, suppliers and sellers can reduce costs related to manpower and facilities. Instead, they can allocate more resources to enhance user interfaces and backend servers.

"However, despite the net cost savings, most platforms, whether selling movie or sports tickets, railway tickets or airline seats are levying this convenience, internet handling or service fee, which is beyond comprehension for most consumers," the report said. The survey also highlighted the example of UPI payments, where no charges are being imposed.

Consumers wish to see similar practices adopted by other central government bodies, PSUs, and state government units, aligning with the goal of promoting Digital India. Also Read: In Charts | The