AirHelp Rating Indigo as One of the Worst Airlines: A Questionable Assessment

Recently, AirHelp, a self-proclaimed rating agency, placed Indigo among the worst airlines in the world. As someone who has observed Indigo closely, both as an insider and from the outside, I can confidently state that this appears to be a deliberate hit job aimed at tarnishing the reputation of an Indian brand with global standing.

The methodology claimed by AirHelp includes three metrics:

1.⁠ ⁠On-Time Performance

2.⁠ ⁠Customer Satisfaction

3.⁠ ⁠Handling of Claims and Compensation

While these parameters may provide some insights, they are far from comprehensive in determining an airline’s overall quality. More importantly, the methodology raises several questions, and the conclusions seem to lack transparency and credibility.

Flawed Metrics in AirHelp's Rating

1.⁠ ⁠On-Time Performance

Indigo has consistently excelled in on-time performance, with one of the fastest turnaround times in the industry—30 minutes. This operational efficiency is a hallmark of the airline and is backed by DGCA data, which is publicly available.

The AirHelp article fails to provide comparative data from other airlines or acknowledge Indigo’s impressive scale of operations, which includes over 2,000 daily departures. Comparing Indigo’s performance to an airline with just 100 departures is inherently flawed, as a larger operation naturally faces more challenges.

Relying on random feedback instead of verified industry data further diminishes the credibility of AirHelp’s claims.

2.⁠ ⁠Customer Satisfaction

Customer satisfaction is inherently subjective and cannot be generalized without context. AirHelp’s methodology fails to account for the fundamental differences between low-cost carriers (LCCs) like Indigo and full-service airlines.

Key issues with the agency’s approach:

•⁠ ⁠Food and Onboard Entertainment: Low-cost carriers like Indigo follow a no-frills model where food is sold onboard, and entertainment systems are not offered. Rating an LCC based on services it doesn’t claim to provide is both unfair and irrelevant.

•⁠ ⁠Sample Size and Demographics: The agency does not disclose its sample size or demographic distribution, raising doubts about the reliability of the survey.

Indigo has built its reputation as a low-cost carrier focused on punctuality, affordability, and operational excellence, not luxury services. Comparing it to full-service airlines without distinguishing between the two models is misleading.

3.⁠ ⁠Claim Handling

AirHelp’s claims regarding compensation handling are vague and lack substantiated data. They state that airlines were rated on factors such as:

•⁠ ⁠Likelihood of paying valid claims.

•⁠ ⁠Speed of resolution.

•⁠ ⁠Volume of claims processed.

However, the agency fails to disclose:

•⁠ ⁠The criteria used to determine “valid” claims.

•⁠ ⁠The total number of passengers flown by each airline, which directly impacts the volume of claims.

•⁠ ⁠Specific data points or sources for their evaluation.

Without transparency, this metric appears arbitrary and potentially biased.

Indigo’s Stellar Safety Record: A Key Omission

Safety is one of the most critical factors in evaluating an airline’s performance, yet it is conspicuously absent from AirHelp’s analysis. Indigo has operated for years without a single major incident or accident—a testament to its robust safety standards and operational discipline.

This glaring omission undermines the credibility of AirHelp’s ranking.

A Questionable Agenda

The entire exercise seems more like a public relations activity aimed at promoting certain airlines while undermining others. By crafting sensationalist headlines and omitting critical details, AirHelp risks being perceived as biased and untrustworthy.

Indigo’s Missed Opportunity

While the AirHelp report raises concerns, Indigo’s response—or lack thereof—is equally disappointing. The airline should have issued a factual rebuttal addressing each claim made by the agency. Additionally, Indigo could have demanded greater transparency from AirHelp regarding its methodology and data sources.

Such proactive communication would not only defend Indigo’s reputation but also set a precedent for holding rating agencies accountable for their evaluations.

Conclusion

Indigo has earned its place as one of India’s most trusted airlines, with a track record of excellence in safety, punctuality, and affordability. While ratings like AirHelp’s may grab headlines, they fail to provide a holistic and unbiased assessment of an airline’s performance.

It is imperative for stakeholders, including airlines and passengers, to critically evaluate such rankings and demand transparency and fairness in the methodology used.