Low-cost airline IndiGo has strongly refuted the findings of a report that placed it among the world’s worst airlines for 2024. The airline, which is India’s largest carrier, challenged the credibility of the “AirHelp Score report 2024,” which ranked it 103rd out of 109 airlines analyzed.
IndiGo’s Response to the Report
The “AirHelp Score report 2024,” released by EU claim processing agency AirHelp, caused controversy by ranking IndiGo near the bottom of its list. According to the report, IndiGo was positioned 103rd, while Air India was ranked 61st and AirAsia 94th. In response, IndiGo issued a statement refuting the findings and asserting that the airline has consistently scored well on punctuality and customer service metrics.
IndiGo emphasized that India’s aviation regulator, the Directorate General of Civil Aviation (DGCA), publishes monthly data on airline punctuality and customer complaints. The airline pointed out that it consistently ranks highly in both categories. Furthermore, IndiGo argued that the AirHelp report lacks transparency, as it does not specify the sample size from India, nor does it detail the methodology or compensation guidelines used in its survey, calling the report’s credibility into question.
IndiGo’s Performance and Market Share
IndiGo’s strong performance in India’s aviation sector is evident from the latest data published by the DGCA. From January to September of this year, IndiGo carried over 7.25 crore passengers, achieving a market share of 61.3%. In contrast, Air India, operated by the Tata Group, carried over 1.64 crore passengers, holding a 13.9% market share. IndiGo’s fleet consists of more than 380 aircraft, and the airline operates approximately 2,100 daily flights, connecting over 85 domestic destinations and more than 30 international routes.
AirHelp Report’s Methodology
The AirHelp Score report, which ranks airlines globally, considers several factors such as customer claims, on-time performance, food quality, seating comfort, and crew service. The report gathers feedback from travelers across 54 countries, using data from January to October each year. In the 2024 report, Brussels Airlines, Qatar Airways, and United Airlines topped the rankings.
IndiGo’s Commitment to Customer Service
IndiGo has always focused on providing a reliable and customer-friendly experience. In its statement, the airline reiterated its commitment to offering “on-time, affordable, courteous, and hassle-free travel experiences.” IndiGo strongly believes that the findings of the AirHelp report do not reflect its dedication to maintaining high standards of service for its passengers.
Conclusion
Despite the controversial ranking in the “AirHelp Score report 2024,” IndiGo stands firm in its position as India’s most preferred airline. With its impressive punctuality record, vast market share, and large fleet, IndiGo continues to be a leader in the Indian aviation industry, and its management has made it clear that it disagrees with the findings of the international survey. As the airline moves forward, it remains committed to providing quality service to its passengers.