IndiGo Ranked Among World’s Worst Airlines, Rebuts Survey Findings

AirHelp Score places IndiGo at 103rd out of 109 airlines globally, sparking criticism from India’s largest airline.

India’s largest airline, IndiGo, has been ranked 103rd out of 109 airlines in the 2024 AirHelp Score report, with a score of 4.80. The EU-based claim processing agency AirHelp attributed the low ranking to underwhelming customer satisfaction and ineffective handling of flight disruption claims. However, IndiGo strongly criticised the survey, calling into question its methodology and transparency.

In a statement, IndiGo refuted the findings, highlighting its consistent performance in punctuality and customer satisfaction. The airline pointed out that the survey does not disclose the sample size from India or align with global aviation compensation standards, raising doubts about its credibility.

“As India’s most preferred airline, IndiGo refutes the findings of this survey and reiterates its promise of on-time, affordable, courteous, and hassle-free travel experience for its customers,” the airline stated.

IndiGo also referenced data from India’s Directorate General of Civil Aviation (DGCA), which shows its complaint ratio is among the lowest in the industry. According to the DGCA’s October 2023 air traffic report, IndiGo recorded just 0.2 complaints per 10,000 passengers, surpassed only by Air India. Additionally, IndiGo topped the on-time performance charts for major Indian airports, scoring 71.9% punctuality.

About the AirHelp Score

The AirHelp survey evaluates airlines on three equally weighted criteria:

• Punctuality

• Quality of service

• Handling of compensation claims

The analysis, conducted from January to October, incorporates feedback from passengers in 54 countries alongside flight data from multiple sources. AirHelp CEO Tomasz Pawliszyn stated that the rankings aim to encourage airlines to “listen to passenger feedback” and improve service quality.

Brussels Airlines topped the list with a score of 8.12, followed by Qatar Airways (8.11) and United Airlines (8.04). Air India, the only other Indian airline in the rankings, secured 61st place with a score of 6.15. At the bottom of the list was Tunisair, ranked 109th.

Despite the ranking, IndiGo remains India’s most dominant airline, holding a domestic market share exceeding 60% and transporting over 100 million passengers in 2023 across its domestic and international network. Known for its affordability and reliability, the airline has maintained a strong reputation for operational efficiency.

IndiGo questioned whether AirHelp considered DGCA data in its rankings. The airline argued that a lack of transparency about sample size and the absence of region-specific considerations undermine the survey’s reliability. AirHelp claims it sources flight data from commercial vendors, airport databanks, government agencies, and historical resources to build a comprehensive database.

While IndiGo has raised legitimate concerns over the survey’s methodology, the AirHelp Score highlights areas where airlines can enhance passenger experience. IndiGo’s rebuttal, coupled with its strong performance in DGCA reports, underscores its commitment to maintaining customer trust and industry leadership.