CCCS Raises Concerns Over Problematic Features on Agoda’s Website

The Competition and Consumer Commission of Singapore (“CCCS”) has raised concerns with Agoda over several design features of its Singapore website (https://www.agoda.com) and mobile application relating to its accommodation search and booking services. Agoda has since voluntarily provided an undertaking and cooperated with CCCS to make changes to its website and mobile application to ensure that consumers get accurate and adequate information to consider before they make their purchases.

CCCS’s concerns related to how the implementation of certain features may mislead consumers, such as (a) the presentation and ranking of search results, (b) the way certain labels (i.e., badges) were used, and (c) the use of countdown timers.

Chief Executive of CCCS, Mr Alvin Koh said, “This is part of a series of actions we will take to improve the online commerce environment, where consumers may face undue pressure to complete their transactions, problematic website features or even “dark patterns” such as misleading messages, and manipulative user interfaces. In the coming months, CCCS will make it a point to educate consumers on identifying these misleading practices and how consumers can better protect themselves.”

Please refer to the media release for details.