Winning Bizness Desk

Mumbai. India’s largest airline by market share, IndiGo, has been listed among the world’s worst airlines in a recent survey by the European Air Passenger Claim Processing and Facilitating Agency. The ranking, released by AirHelp International, placed IndiGo at 103rd out of 109 airlines. The evaluation is based on three criteria: on-time performance, customer reviews, and compensation claim processing, with each criterion contributing equally to the final score (33.33%).

IndiGo Scores Low, Air India Fares Better

In the 2024 AirHelp report, IndiGo received a score of 4.80, reflecting poor performance across the three parameters. The only other Indian airline in the list, Air India, ranked significantly higher at 61st with a score of 6.15. Leading the rankings was Brussels Airlines, scoring 8.12, followed by Qatar Airways and United Airlines, which secured the second and third spots with scores of 8.11 and 8.04, respectively.

IndiGo Raises Concerns Over Ranking Process

IndiGo has expressed doubts about the credibility of the AirHelp survey, questioning its methodology and the parameters used. The airline pointed out that India’s aviation regulator, the Directorate General of Civil Aviation (DGCA), regularly publishes reports assessing airlines based on punctuality and customer complaints. According to DGCA data, IndiGo consistently performs well, achieving top rankings for minimal customer complaints and high punctuality. The airline further criticized the AirHelp report for lacking transparency about its sample size and data collection methods. IndiGo stated, “The survey does not clarify whether global aviation industry guidelines were followed. This raises questions about the report’s reliability.”

AirHelp’s Ranking Approach

AirHelp, a global leader in air passenger rights advocacy, releases annual rankings of airlines and airports. The survey assesses airlines’ performance and customer satisfaction to provide insights into service quality. While IndiGo’s low ranking has drawn criticism, AirHelp maintains that its methodology is designed to provide an unbiased evaluation of airlines worldwide.

The report has sparked discussions about the varying standards used in global airline assessments and their relevance to regional carriers. Despite IndiGo’s concerns, the ranking highlights the growing need for Indian airlines to align with international benchmarks to improve their global reputation.