India’s largest air transporter, IndiGo Airlines, has fared poorly in an annual ranking of international airlines and airports released by AirHelp. As per the reports based on air users feedback, Indigo has been ranked at 103rd out of 109 airlines, making it one of the worst performers. Sooner the rankings surfaced the airliner faced a heavy backlash on social media with netizens reminiscing about their experiences with many of them cast aspersions on behaviour of crew and ground staff as well questioning the quality of meals served on board.
Tata’s Air India fares slightly better, standing at 61st with a 4.1/10 score for claim handling. At the top of the list, Brussels Airlines has been named the best airline, followed by Qatar Airways. India’s largest domestic carrier, rated 4.80/10. The low rating is attributed to underwhelming customer satisfaction and poor handling of flight disruption claims.
The rankings for airlines are based on three criteria, on-time performance, customer opinion, and processing of compensation claims. According to AirHelp, the three criteria contribute to the airline’s score in equal measure, or 33.33 per cent each.The analysis covers data from January to October, incorporating on-time performance, customer claims processing, and feedback from passengers across 54 countries on food, comfort, and service.
The report analyses key performance indicators including flight punctuality, customer service responsiveness, and claim resolution efficiency. Researchers collected data on how airlines handle flight disruptions, manage compensation claims, and deliver consistent service across international routes.The analysis considers not just operational efficiency, but also the human experience of air travel, including factors like crew service quality, meal offerings, and passenger comfort.
Responding to the ranking, IndiGo criticised the methodology, saying the survey does not disclose the sample size from India, “casting doubt on the survey’s credibility.†In its statement, IndiGo pointed out that the survey did not disclose the sample size from India or consider the methodology and compensation guidelines followed by the global aviation industry, “casting a doubt on its credibilityâ€. The airline emphasised its strong track record, noting that it consistently scores high on punctuality and has the lowest customer complaint ratio among airlines of similar size and operational scale.
Brussels Airlines has been crowned the world’s best airline for 2024, securing the top position with an impressive overall score of 8.12 out of 10. The Belgian carrier distinguished itself through exceptional performance across punctuality, service quality, and compensation claim handling. Qatar Airways claimed the second spot with an outstanding 8.11 score. The Doha-based airline narrowly missed a tenth consecutive first-place finish, maintaining its reputation for luxury and customer satisfaction. United Airlines jumped an impressive seven places to claim third place with an 8.04 score, while American Airlines moved up three places to fourth, also scoring 8.04. Play Airlines from Iceland emerged as the most notable newcomer, ranking fifth with a 7.89 score.
