Survey Results and Global Rankings
The 2024 AirHelp Score report has sparked controversy by ranking IndiGo, one of India’s largest airlines, among the “world’s worst airlines.” The ranking, based on data from January to October, places IndiGo at 103rd position out of 109 airlines, with a score of 4.80. AirHelp, a European claim-processing agency, evaluates airlines globally on three equally weighted criteria: punctuality, quality of service, and claims processing.
Passenger feedback on food, comfort, and service from 54 countries was also incorporated. Brussels Airlines, Qatar Airways, and United Airlines led the rankings, with scores of 8.12, 8.11, and 8.04, respectively. On the opposite end, Tunisair ranked last with a score of 4.20. Air India, the only other Indian carrier in the report, secured 61st place with a score of 6.15.
AirHelp CEO Tomasz Pawliszyn stated that the rankings encourage airlines to improve by listening to passenger feedback. However, IndiGo’s low score has been attributed to underwhelming customer satisfaction and inefficient handling of flight disruption claims.
IndiGo’s Rebuttal
IndiGo has strongly criticized the findings of the 2024 AirHelp Score, questioning the credibility of the survey and its methodology. The airline highlighted a lack of transparency, particularly regarding the sample size of Indian passengers and the compensation guidelines used in the evaluation. In a statement, IndiGo emphasized its strong track record of punctuality, claiming to have the lowest customer complaint ratio among airlines of comparable size and 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 for its customers,” the airline stated. IndiGo argued that the survey’s failure to align with globally accepted aviation standards undermines its reliability.
Industry Implications and Customer Perspective
The 2024 AirHelp Score report underscores the diverse experiences of global air travelers, highlighting both exceptional performers and areas for improvement. While Brussels Airlines, Qatar Airways, and United Airlines showcased excellence, the ranking of prominent airlines like IndiGo and Air India has raised questions about the evaluation process and its alignment with localized passenger expectations.
IndiGo’s response reflects the challenges airlines face in balancing operational efficiency with customer satisfaction in a competitive industry. As the airline reiterates its commitment to providing affordable and punctual service, the report serves as a reminder of the need for transparent and comprehensive metrics in assessing airline performance. Passengers, meanwhile, are encouraged to voice their feedback, which remains a critical component of such evaluations.
