Online transactions have become an integral part of modern life, offering convenience and efficiency. However, an aspect that continues to irk customers is the imposition of convenience fees for using online services. A recent survey conducted by LocalCircles has shed light on the discontent among consumers, with approximately 83 percent expressing dissatisfaction with the practice of paying convenience fees for online service payments.
The extensive survey involved 32,000 respondents from 319 districts across India and spanned from June 16 to October 19 of this year. Its results clearly indicate that a vast majority, 84 percent to be precise, desire government bodies and public sector units, including IRCTC, to discontinue the practice of charging convenience fees or service charges. Instead, they advocate for the promotion of the Digital India initiative, emphasizing the need for a more cost-effective and convenient online experience.
Only a meager 10 percent of the respondents in the survey claimed they were willing to pay convenience fees to avoid standing in queues, while a mere 5 percent preferred enduring the long lines. A minuscule 2 percent of participants did not provide a clear response, underlining the widespread concern regarding convenience fees.
The survey’s findings further expose that, as a whole, 79 percent of respondents reported being charged convenience fees for services they had booked online. This alarming statistic underscores the challenges customers face when encountering such fees in their online transactions.
It’s worth noting that when digital services, such as tickets, are procured online, suppliers and sellers can save costs on manpower and physical facilities. This, in turn, allows them to allocate resources towards enhancing user interfaces and backend servers. Despite these potential savings, most platforms continue to charge convenience fees for services like movie tickets, sports tickets, railway bookings, or airline reservations, leaving consumers puzzled.
The survey also emphasized that consumers are struggling to understand the rationale behind these fees. It further highlighted the example of UPI payments, where no additional charges are applied. Consumers expressed a strong desire for other government bodies, public sector units, and state government entities to adopt similar practices in alignment with the Digital India initiative.
The survey concludes that 79 percent of consumers who purchase services or tickets online are frustrated with the excessive convenience fees imposed by online platforms. These consumers firmly believe that these high fees obstruct the progress of Digital India. Some even reported that these fees can reach up to 20 percent of the transaction value in certain cases. These findings underscore the pressing need for a reconsideration of convenience fee practices, as customers seek a more affordable and seamless online experience.
