IndiGo Ranked Among Worst Airlines in 2024 AirHelp Score

MUMBAI: According to the 2024 AirHelp Score report, IndiGo is one of the "worst airlines in the world," ranking 103rd out of 109 with a score of 4.80. Poor customer satisfaction and inadequate processing of flight interruption claims are the reasons for the bad ranking. IndiGo challenged the methodology in response to the rating, stating that the survey's failure to reveal the sample size from India "casts doubt on the survey's credibility."

The assessment, which is carried out by the EU-based claim processing organisation AirHelp, rates airlines worldwide on their punctuality, level of service, and compensation claim management.The total score is determined by weighing these criteria equally. Incorporating on-time performance, customer claims processing, and passenger comments on food, comfort, and service from 54 nations, the report encompasses data from January to October.

According to Tomasz Pawliszyn, CEO of AirHelp, who was cited by Bloomberg, the rankings are meant to "encourage airlines to continuously listen to passenger feedback," giving an overview of airline performance.

Brussels Airlines topped the list with a score of 8.12, followed by Qatar Airways (8.11) and United Airlines (8.04). Air India, the only other Indian airline ranked, placed 61st with a score of 6.15. Tunisair ranked last, placing 109th, as the report highlighted the highs and lows of air travel this year.

IndiGo on Wednesday refuted the survey that ranked it among the world’s worst airlines, saying it has consistently performed well in terms of punctuality. The airline claimed the survey for its methodology and lack of transparency.

In its statement, IndiGo pointed out that the survey did not disclose the sample size from India or consider the methodology and compensation guidelines followed by the global aviation industry, “casting a doubt on its credibility”. The airline emphasised its strong track record, noting that it consistently scores high on punctuality and has the lowest customer complaint ratio among airlines of similar size and operational scale. “As India’s most preferred airline, IndiGo refutes the findings of this survey and reiterates its promise of on-time, affordable, courteous and hassle-free travel experience for its customers,” the statement concluded. (Agencies)

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