AirHelp Score report, ranking 103rd out of 109 with a score of 4.80. The low ranking is linked to poor customer satisfaction and inadequate handling of flight disruption claims. In response, IndiGo criticised the report’s methodology, highlighting the lack of clarity on the sample size from India, which it claimed “raises doubts about the survey’s credibility.”
The survey, conducted by AirHelp, an EU-based claims processing agency, assesses airlines worldwide based on three equally weighted criteria: punctuality, quality of service, and handling of compensation claims. Covering data from January to October, the evaluation includes on-time performance, processing of customer claims, and passenger feedback from 54 countries regarding food, comfort, and service.
According to Bloomberg, AirHelp CEO Tomasz Pawliszyn stated that the rankings are designed to “encourage airlines to continuously listen to passenger feedback,” offering an overview of airline performance. Brussels Airlines secured the top position with a score of 8.12, followed by Qatar Airways (8.11) and United Airlines (8.04). Air India, the only other Indian airline featured in the report, ranked 61st with a score of 6.15.
Tunisair ranked at the bottom, securing the 109th position, as the report highlighted the best and worst aspects of air travel this year.
IndiGo’s response
IndiGo on Wednesday dismissed the survey ranking it among the world’s worst airlines, asserting that it consistently performs well in punctuality. The airline criticised the survey’s methodology and lack of transparency.
In its statement, IndiGo highlighted that the survey failed to disclose the sample size from India or account for the compensation guidelines and practices followed by the global aviation industry, calling the survey’s credibility into question.
The airline underscored its strong performance, citing consistently high scores for punctuality and the lowest customer complaint ratio among airlines of comparable size and operational 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 statement concluded.