Low-cost carrier IndiGo has dismissed the findings of the 2024 AirHelp Score report that ranked it among the worst airlines in the world. The report placed IndiGo at 103rd out of 109 airlines evaluated globally, and it received criticism from the airline.
IndiGo Challenges the Report’s Credibility After Being Ranked as Worst Airlines in the World
Defending itself, IndiGo said it has a perfect record in terms of its punctuality and has the lowest customer complaint ratio by an airline of its scale. The airline said the AirHelp Score report methodology, branding it one of the world’s worst airlines, lacks transparency and credibility. It said it did not reveal the sample size and is not aligned with global guidelines on aviation compensation.
As per aviation major’s statements:
“IndiGo has consistently scored high on punctuality and has the lowest customer complaint ratio for an airline of its size and scale of operations,” said the airline.
It 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 doubt on its credibility”.
“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,”
India’s Aviation Data Contradicts Rankings
IndiGo pointed out statistics from India’s Directorate General of Civil Aviation (DGCA), including its market share of 61.3% as well as more than 7.25 crore passengers flown between January and September 2024. Despite all the negative labels as the world’s worst airline, IndiGo operates more than 2,100 daily flights across 85 domestic and 30 international destinations with its fleet of over 380 aircraft.
Although IndiGo disputed its ranking, AirHelp Score report named Brussels Airlines, Qatar Airways, and United Airlines as its best performers. The report reviewed the performance of airlines considering criteria such as on-time performance, passenger claims, and feedback from customers. The appearance of IndiGo in the worst airlines list worldwide has put into question the validity of rankings of this nature.