indigo, one of India’s leading budget carriers, has found itself at the center of controversy following its placement in the AirHelp Score Report 2024. The report, which evaluates airlines globally on parameters such as on-time performance, customer satisfaction, and claim processing, ranked indigo 103rd out of 109 airlines analyzed.

While the ranking sparked concern, particularly given IndiGo’s dominant presence in India’s domestic aviation market, the airline has firmly refuted the findings, questioning the methodology used by AirHelp.

India’s airlines in Global Rankings

The AirHelp Score Report did not spare other indian airlines either. air India, the country’s flag carrier, fared relatively better at 61st place, but it still struggled to shine on the global stage. Meanwhile, AirAsia, another prominent budget airline operating in India, was ranked 94th, highlighting challenges data-faced by indian carriers in meeting global standards.

IndiGo’s Defense

Responding to the ranking, indigo released a statement expressing disagreement with the report’s results. The airline asserted that its performance metrics, particularly on-time departures and operational efficiency, are industry-leading within India.

“We are committed to providing a seamless travel experience for our customers and have consistently set benchmarks in operational reliability. The methodology used in this report lacks transparency and does not accurately reflect our strengths,” indigo stated.

About the AirHelp Score

AirHelp is an international organization specializing in air passenger rights and claim assistance. Its annual rankings are considered a benchmark for evaluating airline performance globally. The report’s parameters include:

• On-Time Performance: Punctuality of flight schedules.
• Service Quality: customer satisfaction with overall service.
• Claim Processing Efficiency: How well airlines handle compensation claims.

AirHelp’s ranking of indigo suggests significant room for improvement, particularly in areas impacting customer satisfaction and claims handling.

Industry Perspective

The rankings come at a time when indian aviation is witnessing rapid growth but also grappling with infrastructure and service-related challenges. Experts believe that indian airlines must focus more on enhancing customer experience and data-aligning with global best practices to improve their global standing.

While IndiGo’s ranking has sparked debate, it also underscores the importance of transparent evaluations and consistent service improvements in the competitive airline industry.