AirAsia: Difference between revisions
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{{InfoboxCompany | {{StubNotice}}{{InfoboxCompany | ||
| Name = AirAsia | | Name = AirAsia | ||
| Type = Public | | Type = Public | ||
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[[wikipedia:AirAsia|'''AirAsia''']] is a budget airline based in Malaysia. In 2007, The New York Times described AirAsia as a pioneer of low-cost travel in Asia. As of January 2025, they serve Asia, the Middle East, and Australia. | [[wikipedia:AirAsia|'''AirAsia''']] is a budget airline based in Malaysia. In 2007, The New York Times described AirAsia as a pioneer of low-cost travel in Asia. As of January 2025, they serve Asia, the Middle East, and Australia. | ||
== | ==Anti-consumer practices== | ||
AirAsia secretly and forcefully subscribes any user who creates or links an account with them to 23 different types of spam ("AirAsia communications"). | AirAsia secretly and forcefully subscribes any user who creates or links an account with them to 23 different types of spam ("AirAsia communications"). | ||
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#Unsubscribing from AirAsia's spam is an 8-step process where users have to log into their account. | #Unsubscribing from AirAsia's spam is an 8-step process where users have to log into their account. | ||
==Non-consensual | ===Non-consensual opt-in to AirAsia marketing spam=== | ||
[[File:Airasia signup page 1.png|thumb|AirAsia sign up dialog that pops up after you select a flight to book. Multiple sign up/easy sign in options are pushed with large, colored icons while the no sign up option is presented as "Continue as guest" in small plain text at the bottom.]] | [[File:Airasia signup page 1.png|thumb|AirAsia sign up dialog that pops up after you select a flight to book. Multiple sign up/easy sign in options are pushed with large, colored icons while the no sign up option is presented as "Continue as guest" in small plain text at the bottom.]] | ||
[[File: | [[File:Airasia signup page.png|thumb|AirAsia sign up page with no notification to users that they will be automatically opted in to receiving "informational" and marketing emails from 23 different AirAsia sources with no ability for users to opt out directly at sign up.]] | ||
[[File:Airasia spam unsubscribe step 2.PNG.png|thumb|AirAsia Notification Preferences page showing 23 different sources of promotional emails that every user is automatically opted into upon creation of an AirAsia account.]] | [[File:Airasia spam unsubscribe step 2.PNG.png|thumb|AirAsia Notification Preferences page showing 23 different sources of promotional emails that every user is automatically opted into upon creation of an AirAsia account.]] | ||
AirAsia secretly and automatically forces users to opt in to 23 different types of promotional and marketing emails (referred to as "communications") when they create or link an account. | AirAsia secretly and automatically forces users to opt in to 23 different types of promotional and marketing emails (referred to as "communications") when they create or link an account. | ||
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#The option to book a flight is presented as a small, plain-text link "Continue as guest" at the bottom of the popup dialog. (SEE IMAGE 1)[[File:Airasia spam unsubscribe step 1.png|thumb|Clicking on an unsubscribe link in an email brings users to this page. AirAsia forces users to log in before they can unsubscribe. ]] | #The option to book a flight is presented as a small, plain-text link "Continue as guest" at the bottom of the popup dialog. (SEE IMAGE 1)[[File:Airasia spam unsubscribe step 1.png|thumb|Clicking on an unsubscribe link in an email brings users to this page. AirAsia forces users to log in before they can unsubscribe. ]] | ||
#During sign-up or log-in, users are not made aware that they will automatically be opted in to receiving spam "communication" emails from AirAsia. They are also forced into opting in by default, with no ability to opt out directly on the same page. | #During sign-up or log-in, users are not made aware that they will automatically be opted in to receiving spam "communication" emails from AirAsia. They are also forced into opting in by default, with no ability to opt out directly on the same page. | ||
#Typically companies sneak promotional and marketing email opt in into their [[terms of service]] or Privacy Terms page, but on the AirAsia Privacy Statement page,<ref>https:// | #Typically companies sneak promotional and marketing email opt in into their [[terms of service]] or Privacy Terms page, but on the AirAsia Privacy Statement page,<ref name=":0">[https://archive.is/jfXwj "Privacy Statement"] - archive.is - archived 2025-01-30</ref> they are still extremely vague about the fact they are opting users into their spam, automatically, forcefully, and unknowingly. The terms therein that refer to promotional material are: | ||
##"The information may be used to provide you with location-based services such as search results and '''marketing content'''." ("Information collection" section<ref | ##"The information may be used to provide you with location-based services such as search results and '''marketing content'''." ("Information collection" section<ref name=":0" />) | ||
##"AirAsia and AirAsia Group of Companies who have access to this Personal Information with our permission and who need to know or have access to this Personal Information in order to: perform the service requested by you (including to make, administer, and manage reservations or handle payments, '''"single sign-on,"''' and customer service); analyze how you use this Website and other websites belonging to AirAsia or AirAsia Group of Companies, improve and '''provide new and personalized offers, products and services, and marketing, for purposes of research, analytics, to develop and improve any existing and future products or services offered by us''', to explore further potential initiatives, to optimise research, improve our forecasting abilities, and for other business purposes of AirAsia or AirAsia Group of Companies; detect, prevent, and investigate fraudulent transactions and/or activities, other illegal activities, and data breaches; internal (audit/compliance) investigations; or as otherwise required or permitted by applicable law." ("Use of information collected" section<ref | ##"AirAsia and AirAsia Group of Companies who have access to this Personal Information with our permission and who need to know or have access to this Personal Information in order to: perform the service requested by you (including to make, administer, and manage reservations or handle payments, '''"single sign-on,"''' and customer service); analyze how you use this Website and other websites belonging to AirAsia or AirAsia Group of Companies, improve and '''provide new and personalized offers, products and services, and marketing, for purposes of research, analytics, to develop and improve any existing and future products or services offered by us''', to explore further potential initiatives, to optimise research, improve our forecasting abilities, and for other business purposes of AirAsia or AirAsia Group of Companies; detect, prevent, and investigate fraudulent transactions and/or activities, other illegal activities, and data breaches; internal (audit/compliance) investigations; or as otherwise required or permitted by applicable law." ("Use of information collected" section<ref name=":0" />) | ||
##'''We may share your Personal Information to: data analytics, marketing agency, third party suppliers of products and services, business partners or service providers, parties which have business or contractual dealings with AirAsia and the AirAsia Group of Companies''', and other third party who is able to demonstrate that you have explicitly consented to the disclosure of your Personal Information by us to such third party (collectively known as “Authorised Third Party”) ("Sharing of Information Collected" section<ref | ##'''We may share your Personal Information to: data analytics, marketing agency, third party suppliers of products and services, business partners or service providers, parties which have business or contractual dealings with AirAsia and the AirAsia Group of Companies''', and other third party who is able to demonstrate that you have explicitly consented to the disclosure of your Personal Information by us to such third party (collectively known as “Authorised Third Party”) ("Sharing of Information Collected" section<ref name=":0" />) | ||
#The same Privacy Statement does provide steps to "Manage your marketing communications,"<ref | #The same Privacy Statement does provide steps to "Manage your marketing communications,"<ref name=":0" /> which is a 3-step process assuming the user does this after creating their account and/or booking their flight. The steps highlighted on that page are: | ||
##Click on Account (your name with the user icon in the upper right side of the page) | ##Click on Account (your name with the user icon in the upper right side of the page) | ||
##Click on My Account | ##Click on My Account | ||
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#Since most users will learn about the spam later, the unsubscribe process is in reality an 8-step process that takes eight clicks instead of the three suggested by AirAsia's Privacy Statement page (see below). | #Since most users will learn about the spam later, the unsubscribe process is in reality an 8-step process that takes eight clicks instead of the three suggested by AirAsia's Privacy Statement page (see below). | ||
==Multi-step friction to unsubscribe from AirAsia marketing spam== | ===Multi-step friction to unsubscribe from AirAsia marketing spam=== | ||
Since most users will learn about the spam later, the unsubscribe process is in reality an 8-step process that takes eight clicks and user login, instead of the three suggested by AirAsia's Privacy Statement page: | Since most users will learn about the spam later, the unsubscribe process is in reality an 8-step process that takes eight clicks and user login, instead of the three suggested by AirAsia's Privacy Statement page: | ||
#User clicks on unsubscribe button at bottom of AirAsia promotional email. | #User clicks on unsubscribe button at bottom of AirAsia promotional email. | ||
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#User is now on their Notification Preferences page where they get to see the 23 different types of AirAsia spam they never knew they opted into. Assuming they never wanted and don't want to continue receiving any of these spam emails, they would click on "Pause all emails". | #User is now on their Notification Preferences page where they get to see the 23 different types of AirAsia spam they never knew they opted into. Assuming they never wanted and don't want to continue receiving any of these spam emails, they would click on "Pause all emails". | ||
#User also has to click on "Pause all communications" if they wanted to stop spam from coming in through push notifications and WhatsApp. | #User also has to click on "Pause all communications" if they wanted to stop spam from coming in through push notifications and WhatsApp. | ||
##Another [[ | ##Another [[dark pattern]] here from AirAsia is "Pause all communications," which implies the user would stop receiving any communications whatsoever. Users would typically want their booking emails, travel itinerary, etc., so they would not think of selecting this option. | ||
##The fine print above this button says, "Your account activities, transactional updates, payment updates, booking and delivery information are compulsory," meaning such emails will be delivered in any case and "communications" in "Pause all communications" really refers to promotional and marketing spam. | ##The fine print above this button says, "Your account activities, transactional updates, payment updates, booking and delivery information are compulsory," meaning such emails will be delivered in any case and "communications" in "Pause all communications" really refers to promotional and marketing spam. | ||
==References== | ==References== | ||
{{reflist}} | {{reflist}} | ||
[[Category:AirAsia]] | |||
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