The Korea Consumer Agency (KCA) conducted a survey on the reservation and cancellation practices of major car rental companies in Jeju. The findings revealed that while making reservations is straightforward online, cancellations are restricted to methods like phone calls, termed as “cancellation hindering dark patterns.” This is where the cancellation process is made more difficult than the initial purchase or booking process.
Out of the 14 companies surveyed, 13 allowed easy bookings through websites or mobile apps, but 9 limited cancellations to phone or website inquiries. This discrepancy prompted the KCA to suspect these practices as “cancellation hindering dark patterns.”
Moreover, the survey found instances where companies did not adequately inform consumers about cancellation fees during the booking process. As per the e-commerce law, businesses must inform consumers of cancellation procedures and conditions before a contract is concluded. While all companies provided information on refund policies based on cancellation timing, 5 did not adequately explain cancellation fees, with 2 of these providing inconsistent information within the same website.
Based on these findings, the KCA recommended that car rental operators in Jeju align the cancellation process with the booking process and clearly display related regulations on booking screens. Consumers were advised to verify cancellation methods and conditions before making a reservation, as well as understand the terms and conditions, including cancellation fees.