India’s leading airline, IndiGo, has been included in the list of the world’s worst airlines by the European air passenger claims processing agency AirHelp, which has placed the airline at the 103rd position out of 109 airlines in its rankings. In response to the AirHelp rankings, IndiGo has dismissed the survey and voiced skepticism regarding its credibility.
AirHelp publishes an annual ranking of global airlines and airports. The airline rankings are determined by three key factors — on-time performance, customer satisfaction, and the handling of compensation claims. As stated by AirHelp, these three factors contribute equally to the airline’s overall score, each accounting for 33.33 percent.
In its 2024 report, AirHelp assigned IndiGo a score of 4.80, positioning it at the 103rd place among 109 airlines on the list. The only other Indian carrier included is Air India, which holds the 61st rank with a score of 6.15. Brussels Airlines tops the list, followed by Qatar Airways and United Airlines, with scores of 8.12, 8.11, and 8.04, respectively.
As per a statement referenced in the report, IndiGo mentioned that the data presented in the survey fails to disclose the sample size from India and does not consider the methodology or compensation guidelines employed by the global aviation sector, “raising questions about its credibility.”
The airline asserted that it consistently achieves high scores in punctuality and maintains the lowest customer complaint ratio for an airline of its size and operational scale, as reported by the news agency.
“As the most preferred airline in India, IndiGo disputes the conclusions of this survey and reaffirms its commitment to providing on-time, budget-friendly, courteous, and hassle-free travel experiences for its passengers,” the company stated in a communication cited by the news agency.
AirHelp Rankings Methodology
The rankings are based on a thorough, detailed analysis that takes into account three main factors.
On-Time Performance: Timely departures and arrivals.
Disruption Claims: Incidents of flight cancellations, delays, and rebookings.
Passenger Feedback: Evaluations of cabin crew regarding food quality, seat comfort, and overall customer service.
Data for the report has been collected globally, surveying passenger opinions across 54 countries and analyzing operational statistics from January to October 2024. A more comprehensive approach to the evaluation will ensure that rankings reflect a balance of quantitative metrics and the qualitative experiences of passengers.
IndiGo’s Financial Challenges
Mint reported previously that IndiGo is encountering some financial difficulties despite currently holding the market leader position in the Indian aviation sector. The airline experienced a notable setback in the July to September quarter, posting a net loss of ₹986.7 crore, a significant drop from the ₹189 crore profit recorded during the same period the previous year.
The losses incurred by IndiGo were largely attributed to soaring fuel prices and grounded aircraft. While IndiGo’s market leadership is clear, the airline is facing challenges related to increasing costs and profitability, according to the report.
IndiGo’s Unsatisfactory Performance
As one of the largest airlines in India by market share, IndiGo recently placed 103rd out of 109 in the latest evaluation. Unresolved issues concerning flight delays significantly impacted consumer satisfaction. This report from IndiGo, a key player in the Indian aviation sector, emphasizes the airline’s failure to fulfill passenger expectations and operational goals.
Although IndiGo has garnered considerable acclaim for its budget-friendly model and extensive domestic network, this AirHelp ranking highlights the challenges associated with managing operations on a large scale. Additional contributors to its subpar rating included inadequate compensation for overbooked flights, delayed baggage handling, and insufficient onboard amenities. Frequent travelers expressed dissatisfaction with the management of long-haul flights, where comfort and quality service were of paramount importance.
Global Rankings: The Top and Bottom Airlines
On the opposite end, Brussels Airlines has been recognized as the best airline globally for 2024, surpassing Qatar Airways, which had maintained the leading position since 2018. Brussels Airlines, a part of the Lufthansa Group, achieved an impressive leap from last year’s 12th place to a higher ranking, attributed to its punctuality and enhanced overall passenger experience. The airline’s investment in modernizing its fleet and training its personnel has positively impacted its customer satisfaction ratings.
Tunisair, Tunisia’s national airline, ranked as the worst at 109. A number of other airlines also performed poorly; for example, both low-cost and national carriers showed inconsistent services and inefficient operations. This ranking underscores the stark contrasts between airlines dedicated to customer satisfaction and those hampered by operational and financial constraints.
Challenges Confronting IndiGo
IndiGo’s low ranking is not isolated. As a low-cost carrier, IndiGo adheres to a model prioritizing affordability over comfort and premium service, yet several significant issues have emerged recently:
Flight Disruptions: A high frequency of delays and cancellations has caused frustration among passengers, diminishing their trust and loyalty.
Customer Support: Passengers have voiced concerns regarding slow response times and inadequate resolutions for complaints related to refunds and compensation.
In-Flight Experience: Long-haul flights have faced criticism for offering fewer complete meals and limited in-flight amenities, raising doubts about the alignment between consumer demand and service quality.
A Call to Action for Airlines
An AirHelp report indicates that airlines need to balance passenger satisfaction with operational efficiency. “We hope that this ranking will inspire airlines to pay greater attention to passenger feedback and strive to enhance the travel experience,” stated AirHelp CEO Tomasz Pawliszyn.
The Broader Context of Indian Aviation
IndiGo’s ranking prompts further inquiry into the condition of Indian aviation, where operational bottlenecks, high passenger loads, and limited infrastructure are adversely affecting airlines. Indian carriers rank among the fastest-growing aviation markets globally but have consistently struggled with outdated airport facilities, regulatory challenges, and workforce shortages.
Thus, improvements are necessary across all levels: enhanced and more accessible airport facilities, effective air traffic management, and comprehensive customer service training. Airlines and the government must collaborate to establish a more resilient aviation ecosystem that aligns with global standards.
Top 10 airlines in the world
- Brussels Airlines
- Qatar Airways
- United Airlines
- American Airlines
- Play (Iceland)
- Austrian Airlines
- LOT Polish Airlines
- Air Arabia
- Widerøe
- Air Serbia
Bottom 10 airlines in the world
- Sky Express
- Air Mauritius
- Tarom
- IndiGo
- Pegasus Airlines
- El Al Israel Airlines
- Bulgaria Air
- Nouvelair
- Buzz
- Tunisair
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