India’s aviation industry has faced a blow as its largest airline by market share, IndiGo, ranked a disappointing 103rd globally in the recently unveiled AirHelp Score Report 2024. The report evaluates airlines worldwide based on critical factors such as on-time performance, customer service satisfaction, and responses to flight disruption claims. This underwhelming performance raises pressing questions about the carrier’s ability to balance rapid expansion with quality service.
IndiGo’s placement among the bottom 10 airlines globally stems primarily from shortcomings in handling passenger complaints and addressing disruptions efficiently. The airline, often lauded for its expansive domestic and international operations, finds itself under scrutiny for failing to meet passenger expectations on factors like comfort, food quality, and overall service. This ranking is a significant contrast to its domestic dominance in India, where its market share remains unparalleled. On the global front, Tunisair, the flag carrier of Tunisia, claimed the unwanted title of the world’s worst airline, ranking 109th. Other carriers populating the bottom 10 include Pegasus Airlines, El Al Israel Airlines, and Bulgaria Air, indicating that challenges in customer service and punctuality are not confined to budget airlines alone.
AirHelp CEO Tomasz Pawliszyn explains that the goal is to provide a snapshot of airline performance, hoping that the analysis will “encourage airlines to pay attention to passenger feedback consistently.” The data analysed for this report covers the period from January to October, according to a media report.
Meanwhile, the top spot for 2024 was claimed by Brussels Airlines, a subsidiary of Lufthansa Group, marking a remarkable climb from its 12th position last year. The Belgian carrier dethroned Qatar Airways, which had maintained the number one position since 2018. The report also recognised American carriers like United Airlines and American Airlines in the top five, while regional players such as Air Arabia and Widerøe also stood out. The rankings reflect a broader shift in the global airline landscape, where passenger experience now plays a pivotal role in shaping reputations. For IndiGo, this serves as a wake-up call to address critical service gaps as competition intensifies.
The Worst Airlines of 2024
- Sky Express
- Air Mauritius
- Tarom
- IndiGo
- Pegasus Airlines
- El Al Israel Airlines
- Bulgaria Air
- Nouvelair
- Buzz
- Tunisair
Best Airlines in the World
- Brussels Airlines
- Qatar Airways
- United Airlines
- American Airlines
- Play (Iceland)
- Austrian Airlines
- LOT Polish Airlines
- Air Arabia
- Widerøe
- Air Serbia
