IndiGo, India’s largest airline with a domestic market share exceeding 60%, has been ranked among the world’s worst airlines in the 2024 global rankings released by AirHelp, a European Union claims processing agency. The survey placed IndiGo at the 103rd position out of 109 airlines, assigning it a score of 4.80. This low ranking has sparked a strong rebuttal from IndiGo, which has openly questioned the credibility of the report and its methodology.
The rankings highlighted Brussels Airlines as the best airline globally, with a score of 8.12, followed by Qatar Airways and United Airlines, which scored 8.11 and 8.04, respectively. At the other end of the spectrum, Tunisair, the national carrier of Tunisia, was ranked as the worst-performing airline at 109. Among Indian carriers, Air India was rated significantly higher than IndiGo, earning the 61st spot with a score of 6.15.
In response to the rankings, IndiGo issued a detailed statement rejecting the findings of the report. The airline criticized the methodology used by AirHelp, arguing that it does not account for India-specific parameters, including an adequate sample size or the global compensation guidelines relevant to the aviation industry. IndiGo maintained that the data published by AirHelp does not align with reports consistently released by India’s Directorate General of Civil Aviation (DGCA), which provide a more accurate measure of airline performance in the country.
IndiGo emphasized that its operational data paints a starkly different picture from the survey results. The airline cited DGCA statistics to highlight its strong performance, pointing out that it recorded just 0.2 complaints per 10,000 passengers in October 2023, making it one of the least-complained-about airlines in India. The airline further noted its consistently high scores for punctuality, which have been instrumental in maintaining its dominance in the domestic aviation market.
The airline also reiterated its commitment to delivering on-time, affordable, and hassle-free travel experiences to its customers. IndiGo carried over 100 million passengers in 2023, underscoring the scale of its operations and its appeal to Indian travelers. It dismissed the AirHelp rankings as misleading, emphasizing that they fail to reflect the airline’s true performance or customer satisfaction levels.
The AirHelp rankings, which evaluate airlines based on factors such as punctuality, service quality, and claim processing efficiency, have often been a source of contention. Several airlines, including IndiGo, have raised concerns about the survey’s methodology and its applicability across diverse markets. While the report draws attention to potential gaps in IndiGo’s international operations, the airline’s domestic success, bolstered by favorable DGCA ratings, tells a more nuanced story.
IndiGo’s position as India’s most preferred airline is supported by its consistent focus on affordability, operational efficiency, and customer service. Despite the controversy surrounding its placement in the global rankings, IndiGo continues to dominate the Indian aviation market, where it remains synonymous with reliable and affordable air travel for millions of passengers. The airline’s strong rebuttal of the AirHelp findings reflects its commitment to preserving its reputation as a trusted carrier in the competitive global aviation industry.
