IndiGo Ranked 103rd in Global Airline Survey, Criticizes Lack of Transparency

India’s largest airline, IndiGo, has been ranked among the “world’s worst airlines” in the 2024 AirHelp Score report, securing 103rd place out of 109 with a score of 4.80. The low ranking is attributed to poor customer satisfaction and the mishandling of flight disruption claims.

The AirHelp survey evaluates airlines globally based on three factors: punctuality, customer service quality, and claims processing. The analysis, covering data from January to October, considered on-time performance, how airlines manage compensation claims, and passenger feedback across 54 countries regarding food, comfort, and service.

In response to the ranking, IndiGo strongly criticized the survey’s methodology, pointing out that it did not disclose the sample size from India, thereby questioning the survey’s credibility. The airline also refuted the findings by highlighting its consistent performance in punctuality, boasting the lowest customer complaint ratio among similarly-sized airlines.

IndiGo emphasized that, as India’s most preferred airline, it maintains a strong reputation for on-time performance and customer satisfaction, reaffirming its commitment to providing affordable, courteous, and hassle-free travel experiences.

The top three airlines in the survey were Brussels Airlines (8.12), Qatar Airways (8.11), and United Airlines (8.04). In contrast, Tunisair was ranked last, with 109th place. Air India, the only other Indian carrier evaluated, ranked 61st with a score of 6.15.

Top 10 Airlines in the World (2024):

1. Brussels Airlines
2. Qatar Airways
3. United Airlines
4. American Airlines
5. Play (Iceland)
6. Austrian Airlines
7. LOT Polish Airlines
8. Air Arabia
9. Widerøe
10. Air Serbia

Bottom 10 Airlines:
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