IndiGo, one of India’s most popular low-cost carriers, was recently ranked among the “world’s worst airlines” in a report by AirHelp. The 2024 survey, which analyzed data from January to October, placed IndiGo at 103rd position out of 109 airlines, with a score of 4.80. For comparison, Air India ranked 61st with a score of 6.15, while AirAsia came in at 94th. IndiGo has strongly rejected the survey’s findings.
According to the survey, IndiGo’s low ranking was due to customer dissatisfaction and poor management of flight disruption claims. AirHelp, an EU-based agency, conducts this annual survey to assess airlines globally on factors such as punctuality, service quality, and compensation claim handling. The final score is based equally on these three criteria, incorporating on-time performance, passenger feedback on food, comfort, and service, and how airlines process customer claims.
Bloomberg quoted AirHelp CEO Tomasz Pawliszyn, who explained that the rankings are designed to “encourage airlines to continuously listen to passenger feedback” and provide a snapshot of airline performance.
IndiGo quickly criticized the methodology used in the survey, questioning its credibility.
“India’s aviation regulator DGCA (Directorate General of Civil Aviation), publishes data on airline punctuality and customer complaints monthly. 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 data published in the survey by AirHelp, an EU claim processing agency, does not report the sample size from India, and neither takes into account the methodology or compensation guidelines used by the global aviation industry — casting a doubt on its credibility,”
IndiGo said in a statement.
Reactions from Netizens
Following the survey’s release, netizens took to social media to share their opinions on the ranking of IndiGo Airlines.
Never had problems with indigo.
Never had any delays.
Boarding and deboarding are always a few minutes early.Staff are also responsive which is tough when you compare to the Indian standards.
— The Beat (@thebeatWrites) December 5, 2024
@IndiGo6E has to work harder to climb the remaining 3 steps.
Best Wishes to @IndiGo6E team— Jai Samvidhan (@MadhupGarg) December 5, 2024
Some times I feel these ratings are over rated. I have flown emirates, British, Qatar, Air Fraud ,Lufthansa on most busy routes and all if them had delays and issues. Air France was the worst!
— Hariharan Elumalai (@Hari_h2e7) December 4, 2024
There are over a billion people in India. As per data, the total air passenger traffic is over 220 million (2024). Having 65% of that traffic (more than 100 million), shows the dominance level. If any business has such dominance, will only take things for granted.
— Saint (@saintxpress) December 4, 2024
There are over a billion people in India. As per data, the total air passenger traffic is over 220 million (2024). Having 65% of that traffic (more than 100 million), shows the dominance level. If any business has such dominance, will only take things for granted.
— Saint (@saintxpress) December 4, 2024
It’s a good sign, clear imdocation that indigo is a threat to global players.
— Prakash Sarda (@prakash_sarda) December 5, 2024
That’s pretty harsh imo! Was a regular traveller on indigo couple of years back and the airline never disappointed on the agreed arrival/ departure timings. Right now no idea what’s happened to it !
— Enfield Basya (@Guevarache354) December 4, 2024
Top 10 Airlines in the World (According to the Survey)
- Brussels Airlines
- Qatar Airways
- United Airlines
- American Airlines
- Play (Iceland)
- Austrian Airlines
- LOT Polish Airlines
- Air Arabia
- Widerøe
- Air Serbia
Bottom 10 Airlines in the World
100. Sky Express
101. Air Mauritius
102. Tarom
103. IndiGo
104. Pegasus Airlines
105. El Al Israel Airlines
106. Bulgaria Air
107. Nouvelair
108. Buzz
109. Tunisair
What are your thoughts on IndiGo’s ranking? Feel free to share your views in the comments below.
