In a recent response to a global airline ranking survey by AirHelp, which placed IndiGo among the worst airlines in the world, the largest domestic carrier has strongly rejected the findings, questioning the credibility and methodology of the rankings.
AirHelp, an organisation that processes compensation claims on behalf of passengers, conducted its annual survey to assess airline performance based on factors like punctuality, quality of service, and compensation adherence. In the survey, IndiGo was ranked poorly at 4.8 after Tunisair, Buzz, Nouvelair, Bulgaria Air, El Al Israel Airlines and Pegasus Airlines. Air India was ranked 6.15 in the AirHelp rankings.
IndiGo responded by criticising AirHelp for not reporting the sample size from India, and also not taking into account the methodology or compensation guidelines used by the global aviation industry. The airline said this lack of transparemcy casts a doubt on the credibility of the survey.
“As India’s most preferred airline, IndiGo refutes the findings of this survey,” IndiGo said in a statement.
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The airline highlighted that it has consistently scored high on punctuality in the monthly data published by India’s aviation regulator the Directorate General of Civil Aviation (DGCA) and has the lowest customer complaint ratio for an airline of its size and scale of operations.
“IndiGo reiterates its promise of on-time, affordable, courteous and hassle-free travel experience for its customers,” the statement noted.