In December 2024, AirHelp, a company that assists air passengers with compensation claims, released its annual AirHelp Score report, ranking global airlines based on on-time performance, customer opinion, and claim processing efficiency. India’s largest airline, IndiGo, was ranked 103rd out of 109 airlines, placing it among the worst globally.

The AirHelp Score evaluates airlines on three main criteria:

• On-Time Performance: Punctuality of flight arrivals and departures.
• Customer Opinion: Passenger satisfaction regarding service quality.
• Claim Processing: Efficiency in handling compensation claims.

IndiGo’s low ranking was attributed to poor customer satisfaction and inadequate handling of flight disruptions.

In response, IndiGo disputed the findings, stating that it consistently scores high on punctuality based on data from India’s Directorate General of Civil Aviation (DGCA). The airline also questioned the credibility of the AirHelp survey, noting the lack of transparency regarding the sample size.

This ranking has sparked discussions among passengers and industry observers, with some expressing surprise and others sharing personal experiences that align with the report’s findings.

The AirHelp Score serves as a tool for passengers to make informed decisions about airlines, highlighting areas where carriers can improve to enhance passenger satisfaction and operational efficiency.