‘Doubt on credibility’: IndiGo dismisses low ranking in global survey

NEW DELHI: IndiGo, India’s largest airline, has refuted the findings of a survey by AirHelp, an EU-based claim processing agency, which ranked it among the world’s worst airlines based on parameters such as punctuality, service quality, and compensation handling. The survey placed IndiGo at the 103rd position out of 109 airlines, with a total score of 4.80.
In a statement on Wednesday, IndiGo questioned the credibility of the survey, citing the absence of details about the sample size from India and the methodology or compensation guidelines used. The airline emphasized its consistent performance in punctuality and a low customer complaint ratio, especially for an airline of its 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 experiences for its customers,” the statement read.
IndiGo highlighted its commitment to delivering reliable services, emphasizing that it frequently scores high on punctuality metrics. The airline expressed concerns about the survey’s failure to align with global aviation industry standards, further questioning its relevance to Indian air travel dynamics.
The AirHelp survey evaluated major global airlines, rating them on punctuality, service quality, and their approach to compensation claims, but has faced criticism for its lack of transparency in methodology.