Former Infosys CFO criticizes IndiGo for its poor treatment of passengers
IndiGo Crew Member Praised For Heroic Mid-Air Revival Of Elderly Passenger On Pune Delhi Flight
This event occurs against the backdrop of increasing examination of IndiGo’s customer service.
Mohandas Pai, the former financial officer of Infosys, expressed strong disapproval of IndiGo on Sunday, condemning the airline for its poor treatment of passengers.
In a tweet, Pai recounted a recent negative experience on flight 6E 7407, emphasizing that passengers were left in uncomfortable conditions without air conditioning while waiting on the sweltering tarmac in Bengaluru.
Indigo treats its passengers badly. Sitting in 6E 7407 without AC on hot tarmac in Bengaluru. No way to treat passengers. Only after protest staff using tarmac generator for AC. Pl change your protocol @IndiGo6E @RamMNK @AAI_Official
— Mohandas Pai (@TVMohandasPai) December 29, 2024
“Indigo treats its passengers badly. Sitting in 6E 7407 without AC on hot tarmac in Bengaluru. No way to treat passengers. Only after protest staff using tarmac generator for AC. Pl change your protocol,” says his post.
Pai’s tweet evoked reactions from some prominent figures. D Prasanth Nair, a top HR professional, said that IndiGo is very reluctant to switch on APU (auxiliary power unit) because of cost implications without any considerations for inconvenience to passengers. “Elderly and babies can be seriously affected.”
A recent survey by European claim processing agency AirHelp has led to sharp criticism of IndiGo’s customer service. In its 2024 annual report, AirHelp positioned IndiGo at 103rd out of 109 airlines worldwide, marking it as one of the poorest performers in punctuality, service quality, and claims management. With a score of 4.80, IndiGo recorded the lowest rating among Indian airlines, while Air India and AirAsia were ranked 61st and 94th, respectively.
IndiGo strongly refuted the findings of the AirHelp survey, which had sparked debate. The airline criticized the survey’s methodology and sample size, deeming it unreliable.
“IndiGo has consistently scored high on punctuality and has the lowest customer complaint ratio for an airline of its size and scale of operations,” the airline has issued a response, defending its service quality.
IndiGo highlighted its impressive performance statistics from India’s Directorate General of Civil Aviation (DGCA), revealing that the airline transported more than 7.25 crore passengers from January to September 2024, securing a market share of 61.3%.
