IndiGo, India’s largest airline, has been ranked among the world’s worst airlines in the 2024 global rankings released by AirHelp, a European claims processing agency. The carrier has strongly rejected the findings, raising questions about the survey's credibility.

According to the report, IndiGo scored 4.80 and was placed 103rd among 109 airlines evaluated. The rankings considered factors like on-time performance, customer feedback, and claims processing, each carrying equal weight.

Air India, the only other Indian airline in the survey, was ranked 61st with a score of 6.15. Leading the list was Brussels Airlines with a score of 8.12, followed by Qatar Airways and United Airlines, which scored 8.11 and 8.04, respectively. Tunisair took the last spot, ranked 109th.

IndiGo Rejects Report Findings

IndiGo responded to the rankings with a strongly worded statement, disputing the data and methodology used in the AirHelp survey.

“India’s aviation regulator, the DGCA, regularly publishes data on airline punctuality and customer complaints. IndiGo consistently ranks high in on-time performance and has the lowest complaint ratio among airlines of its size. The AirHelp report does not appear to account for a sufficient sample size from India, nor does it align with global aviation compensation standards, raising concerns about its credibility,” the airline said.

The airline reiterated its focus on providing "on-time, affordable, courteous, and hassle-free travel experiences" and emphasized its strong market presence. IndiGo holds over 60% of India’s domestic aviation market and carried more than 100 million passengers in 2023.

DGCA Data Highlights IndiGo’s Strengths

Data from the Directorate General of Civil Aviation (DGCA) supports IndiGo’s claims of superior performance. In October, the airline recorded just 0.2 complaints per 10,000 passengers, one of the lowest complaint rates in India.

Despite the unfavorable ranking, IndiGo maintains its position as India’s most preferred airline, promising continued efforts to enhance customer satisfaction.