IndiGo Airlines has been ranked 103rd out of 109 airlines in the 2024 AirHelp Score report, marking it as one of the worst-performing airlines globally. The report, released on December 4, attributes this low ranking to poor customer satisfaction and mishandling of flight disruption claims, particularly a low score of 0.3 out of 10 for claim handling. IndiGo has disputed the report’s credibility and methodology. Meanwhile, Brussels Airlines topped the rankings with a score of 8.12, while Air India was ranked 61st with a score of 6.15.
Understanding the AirHelp Rankings
The AirHelp Score report evaluates airlines based on three key criteria: on-time performance, customer opinion, and claims processing, with each category contributing equally to the overall score. In total, 109 airlines were ranked based on data collected from January to October 2024, which included feedback from nearly 20,000 passengers across more than 54 countries. This year, Brussels Airlines emerged as the top airline globally with a score of 8.12, followed closely by Qatar Airways at 8.11 and United Airlines at 8.04.IndiGo received a score of 4.80, placing it among the bottom-ranked airlines primarily due to its poor performance in claims processing and customer satisfaction. The airline’s claim handling score was particularly alarming at just 0.3 out of 10, which reflects significant issues in how it manages passenger complaints during flight disruptions.
IndiGo’s Ranking and Mixed Reactions
Despite operating over 2,000 daily flights and maintaining a strong reputation for punctuality, IndiGo’s low ranking has sparked debate among passengers and industry experts. AirHelp CEO Tomasz Pawliszyn remarked that the rankings aim to “encourage airlines to continuously listen to passenger feedback,” emphasizing the need for improvement based on customer experiences.
IndiGo’s Defence and Expert Opinions
IndiGo has strongly refuted the findings of the AirHelp report, expressing concerns over its credibility due to a lack of transparency regarding sample sizes and methodologies used in India. The airline pointed out that it consistently scores high on punctuality metrics published by India’s Directorate General of Civil Aviation (DGCA) and maintains the lowest customer complaint ratio among its peers.
Aviation expert Mark Murphy noted that while rankings can provide valuable insights into airline performance, they should be interpreted with caution, especially when methodologies are not clearly disclosed. He emphasized that passenger feedback is crucial for improvement but stressed the need for airlines to also communicate their operational successes effectively.
Consumer rights advocate Priya Sharma added that passengers should be aware of their rights regarding flight disruptions. She stated, “To ensure passengers are better protected from disruptions and the financial consequences, airlines should improve their communications with passengers.” This underscores the necessity for transparency in how airlines handle claims and disruptions.
Background on Airline Rankings
The AirHelp Score report is compiled annually using data from January to October, incorporating feedback from nearly 20,000 passengers across more than 54 countries. Rankings are determined by evaluating various factors including food quality, comfort, and crew service alongside punctuality and claims processing efficiency. This year’s results saw Brussels Airlines emerge as the top airline globally, followed by Qatar Airways and United Airlines. In contrast, other Indian carriers like Air India ranked significantly better at 61st place.
Broader Implications for Consumer Safety
The implications of flight disruptions extend beyond individual inconvenience; they can cost billions globally due to lost time and productivity. Following the release of this report, discussions around customer compensation for delays have intensified. Consumer advocacy groups are urging stronger protections for travelers to ensure they receive fair treatment during disruptions.
The Logical Indian’s Perspective
At The Logical Indian, we advocate for transparency and accountability in consumer services across all sectors, including aviation. While rankings like those from AirHelp can highlight areas needing improvement, they should also be approached with a critical eye regarding their methodology. As consumers, we deserve clarity and fairness in how our experiences are evaluated. How can airlines like IndiGo improve their engagement with customer feedback to foster trust and enhance service? We invite our readers to share their thoughts and experiences in the comments below.
