NEW DELHI: IndiGo, India’s largest airline, has been rated among the world’s worst airlines in the 2024 global rankings released by AirHelp, a European Union claims processing agency. The airline has outrightly rejected the report and questioned the credibility of the survey. In its 2024 report, AirHelp gave IndiGo a score of 4.80, placing it at the 103rd spot among 109 airlines on the list. The AirHelp rankings evaluate airlines based on on-time performance, customer opinion, and processing of compensation claims, with each criterion contributing equally to the overall score. The only other Indian airline in the rankings, Air India, was placed 61st with a score of 6.15. Meanwhile, Brussels Airlines secured the top spot with a score of 8.12, followed closely by Qatar Airways and United Airlines, scoring 8.11 and 8.04, respectively. The worst performing airline in the world? That’s Tunisair, coming in last at No. 109. INDIGO’S RESPONSE TO REPORT Refuting the findings of the report, IndiGo, in an official statement, said that the data published in the survey by AirHelp does not report the same size from India and other required methodology. “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. “As India’s most preferred airline, IndiGo refutes the findings of this survey and reiterates its promise of an on-time, affordable, courteous and hassle-free travel experience for its customers,” it added. IndiGo’s domestic market share exceeds 60 per cent and the airline carried over 100 million passengers in 2023. The airline also claims to have maintained a customer-centric approach, delivering on-time, affordable, and hassle-free travel experiences. Even the Directorate General of Civil Aviation (DGCA) data supports IndiGo’s claims. The October air traffic report revealed that IndiGo recorded just 0.2 complaints per 10,000 passengers, making it one of the least complained-about airlines in the country.
