IndiGo has found itself ranked among the worst-performing airlines in the world, according to the 2024 AirHelp Score report, which was released just in time for the holiday season. The annual analysis, compiled by AirHelp Inc., takes into account various performance metrics, including customer claims related to flight disruptions and lost luggage, on-time arrival and departure statistics, and passenger feedback on factors such as food quality, comfort, and crew service. The rankings are based on data from January through October of 2024, providing a comprehensive snapshot of airline performance worldwide.
The rankings revealed that IndiGo, India’s largest airline, struggled in several key areas, impacting its overall score. Despite its dominance in the Indian domestic market, the airline faced issues such as delays, customer service complaints, and inconsistent performance on international routes, which contributed to its lower ranking in the global list. This is particularly significant given IndiGo’s status as a major player in the aviation industry, with its large fleet and extensive network.
AirHelp’s methodology includes processing over three million passenger claims worldwide, assessing flight punctuality, and analyzing customer feedback from passengers across 54 countries. Tomasz Pawliszyn, CEO of AirHelp, emphasized that the goal of the report is to encourage airlines to listen to passenger feedback and improve their services, ensuring a better travel experience for all.
The timing of the report coincides with the Thanksgiving weekend, which saw record numbers of air travelers in the US, and signals that the airline industry is under increased scrutiny as it enters one of the busiest travel seasons of the year. The report urges airlines, including IndiGo, to pay closer attention to passenger satisfaction, which has become a key metric in the competitive airline market.
As the 2024 holiday travel season kicks off, passengers may now be more aware of which airlines are delivering a superior experience and which are still struggling to meet expectations, with IndiGo’s performance likely prompting reflection and potential improvements in its operations and service offerings moving forward.