Low-cost airline IndiGo has refuted a report claiming that it has been ranked among the world’s worst airlines this year. The ‘AirHelp Score Report 2024’ positioned the domestic carrier near the bottom, at 103rd out of 109 airlines analyzed. In the same report, Air India was ranked 61st, while AirAsia was placed at 94th.
IndiGo Responds
IndiGo said in a statement that India’s aviation regulator, the Directorate General of Civil Aviation (DGCA), publishes data on airline punctuality and customer complaints monthly.
“IndiGo has consistently scored high on punctuality and has the lowest customer complaint ratio for an airline of its size and scale of operations,” said the airline.
It further stated that the data published in the survey by AirHelp, an EU claim processing agency, “does not report the sample size from India, and neither takes into account the methodology or compensation guidelines used by the global aviation industry – casting a doubt on its credibility”.
“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,” said the aviation major.
According to data from the Directorate General of Civil Aviation (DGCA), during the nine-month period from January to September, the budget airline IndiGo transported over 72.5 million passengers, achieving a market share of 61.3 percent. In comparison, Air India, operated by the Tata Group, carried more than 16.4 million passengers, holding a market share of 13.9 percent. IndiGo operates a fleet of over 380 aircraft, conducting approximately 2,100 daily flights. The airline connects more than 85 domestic destinations and over 30 international destinations.
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The annual report by AirHelp, a company that specializes in passenger compensation claims, analyzed data from January to October. It considered factors such as global customer claims, on-time performance, and feedback from travellers in 54 countries. The report evaluated aspects like food quality, seating comfort, and crew service to rank the airlines.
