IndiGo, India’s largest low-cost airline and a favorite among domestic travelers for its affordable fares and reliable service, recently found itself under scrutiny after being ranked among the “world’s worst airlines” in a 2024 survey conducted by AirHelp.
The survey placed IndiGo at 103rd out of 109 airlines, with a score of 4.80.
AirHelp, an EU-based claims processing agency, evaluates airlines globally based on three key parameters:
- Punctuality
- Quality of Service
- Handling of Compensation Claims
These metrics are equally weighted, and the analysis spans data collected from January to October 2024. Passenger feedback from 54 countries, focusing on food, comfort, and overall service, also contributes to the scores.
IndiGo’s low rating was attributed to poor customer satisfaction scores and inadequate handling of flight disruption claims. In comparison, Air India was ranked at 61st with a score of 6.15, and AirAsia placed 94th.
IndiGo Refutes the Claims
IndiGo has strongly disputed the survey’s findings, questioning its methodology and transparency. In a formal statement, the airline highlighted significant gaps in the survey’s credibility, including the absence of details about the sample size from India.
“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 also pointed out that the survey failed to align with global aviation industry standards for compensation and disruption management. IndiGo emphasized its strong performance metrics, including high punctuality rates and the lowest customer complaint ratio among airlines of its size and operational scale.
IndiGo has consistently been a go-to choice for millions of Indian travelers due to its affordability and reliability. The airline’s “on-time performance” is one of its most recognized strengths, often setting it apart from competitors. Despite its low rank in the AirHelp survey, many passengers value IndiGo for offering hassle-free, no-frills travel experiences at reasonable prices.
While the AirHelp survey casts a negative light on IndiGo’s global standing, its methodology has faced criticism from the airline for not adequately representing Indian passengers’ experiences. The lack of transparency around sample size and the perceived mismatch in evaluation criteria raises questions about the survey’s objectivity.
As one of India’s leading carriers, IndiGo must balance addressing customer concerns raised by such reports and maintaining its reputation for punctuality and affordability. The airline’s focus on delivering a consistent travel experience and its proactive response to criticism indicates a commitment to continuous improvement.
For now, the debate surrounding the survey’s accuracy does little to dampen IndiGo’s dominance in India’s domestic aviation market, where it remains a preferred choice for cost-conscious travelers.