Omnipresent with users through its many products and services, Google has responded to the call of the European Commission, which called on it to be more transparent in its practices.
Google had been discussing since 2021 with various bodies and institutions of the European Union, including the Commission, the Dutch authority for consumers or the Directorate General of the Belgian Economic Inspectorate, to make certain changes to the services and tools Google Store, Google Play, Google Hotels and Google Flights. Brussels was hoping for a gesture from the Mountain View firm to ” ensure compliance with EU consumer protection rules », all while confining oneself to dialogue. And the European Union has been heard. Google promised to provide clearer and more accurate information. We go around the commitments.
Google will be more transparent about its role when you go through it to book a flight or a hotel night
More and more consumers are using Google’s services to book their vacations, consult reviews or make purchases, so much so that some people sometimes liken the giant to a real travel agency. ” As a result of the dialogue, Google agreed to limit its ability to make unilateral changes in connection with orders regarding prices or cancellations », explains the European Commission.
In fact, and for its Flights (flights) and Hotels engines, the company has promised to specify to consumers, by means of a clear mention, if they make their purchase directly via Google, or if the firm does not acts only as a simple intermediary in the transaction. It is true that sometimes one can be mistaken.
Second commitment made for Google Flights and Google Hotels: clearly indicate the price used as a reference when promotions are advertised on the platform and mention the fact that the reviews submitted are not verified on Google Hotels.
More information provided to consumers who use apps through Play Store or purchase products from Google Store
Regarding the Google Play Store application store and that of Google Store company products, the delivery costs, the right of withdrawal and the data related to the possibilities of repair or replacement will be made available to the public. The company also promises to make it easier to obtain certain information, such as its address, and the provision of contact details to make it easier to contact it. Google thus imagines the creation of a hotline.
Google also promises to provide clear guidance on how to view country-specific versions of the Google Play Store. Developers will receive clear information on their obligation to comply with the geo-blocking regulation, which consists of making their applications accessible throughout the territory of the EU, and allowing consumers to use a means of payment that may come from another country in the zone to make the purchase.
Today, Google still imposes technical limitations on the use of applications that would otherwise be accessible in the country where the user is staying temporarily, for example during a trip. In the eyes of the European Commission, this remains a breach of the regulation on geo-blocking. Google argued to Brussels that each user can freely change their country of residence, but only once a year, to access games and/or applications available locally in another Member State only. ” However, this modification may result in the loss of previously acquired content and remaining credit, which is considered contrary to the regulation on geo-blocking. “, notes the Commission, which does not despair of convincing Google on this last point.
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