In the recently released 2024 AirHelp Score report, IndiGo has been ranked among the “world’s worst airlines”, securing 103rd place out of 109 with a score of 4.80.
IndiGo Responds to 2024 AirHelp Ranking, Defends Punctuality and Customer Service
This positioning due to low ratings can be attributed to underwhelming customer satisfaction and poor handling of flight disruption claims. As per the rankings, IndiGo criticised the methodology, saying the survey does not disclose the sample size from India, “casting doubt on the survey’s credibility.”
Speaking about punctuality, the airline said that it is not correct to rank it among world’s worst airlines, since as per them, they have consistently performed well in terms of punctuality.
The survey was conducted by AirHelp, which is an EU-based claim processing agency. The survey conducted by them evaluated airlines worldwide on various factors including punctuality, quality of service, and handling of compensation claims. As per as the weights are concerned, each factor carried same weight while forming the overall score.
The analysis covers data from the month of January to that of October, incorporating on-time performance, customer claims processing, and feedback from passengers across 54 countries on food, comfort, and service.
Bloomberg quoted AirHelp CEO Tomasz Pawliszyn, who explained that the rankings aim to “encourage airlines to continuously listen to passenger feedback,” providing a snapshot of airline performance. Brussels Airlines topped the list with a score of 8.12, followed by Qatar Airways (8.11) and United Airlines (8.04). Air India, the only other Indian airline ranked, placed 61st with a score of 6.15. Tunisair was ranked last in the list.
Indigo emphasised its strong track record, noting that it consistently scores high on punctuality and has the lowest customer complaint ratio among airlines of similar size and operational scale. Their statement read “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”.
2024 AirHelp Survey: Top and Bottom 10 Airlines Ranked Globally
Below is the list of top 10 best and worst airlines rated as per the survey:
Top 10 airlines in the world
1. Brussels Airlines
2. Qatar Airways
3. United Airlines
4. American Airlines
5. Play (Iceland)
6. Austrian Airlines
7. LOT Polish Airlines
8. Air Arabia
9. Widerøe
10. Air Serbia
Bottom 10 airlines in the world
100. Sky Express
101. Air Mauritius
102. Tarom
103. IndiGo
104. Pegasus Airlines
105. El Al Israel Airlines
106. Bulgaria Air
107. Nouvelair
108. Buzz
109. Tunisair
