IndiGo refuted and cast a doubt on the credibility of an AirHelp report on Wednesday that included the Indian carrier among the world's worst airlines this year.
According to the Directorate General of Civil Aviation's data that is published every month, IndiGo has consistently scored high on punctuality and has the "lowest customer complaint ratio for an airline of its size and scale of operations", it said in a press release.
The AirHelp Score Report 2024 placed IndiGo near the bottom at 103rd out of the 109 airlines that were analysed. The report also ranks Air India at 61st and AirAsia at 94th. The top three positions were occupied by Brussels Airlines, Qatar Airways and United Airlines.
"The data published in the survey by AirHelp, an EU claim processing agency, does not report the sample size from India, and neither takes into account the methodology or compensation guidelines used by the global aviation industry, casting a doubt on its credibility," IndiGo said.
"As India’s most preferred airline, IndiGo refutes the findings of this survey and reiterates its promise of on-time, affordable, courteous and hassle-free travel experience for its customers," it said.
AirHelp Inc., a company specializing in passenger compensation claims, released its annual report covering data from January to October. The report ranked airlines based on factors like global customer claims, on-time performance, and feedback from travelers in 54 countries. It evaluated aspects like food quality, seating comfort and crew service.
"The aim of the rankings is to provide a snapshot of airline performance, and encourage airlines to consistently listen to passenger feedback," Tomasz Pawliszyn, chief executive officer of AirHelp, said.
Shares of IndiGo parent InterGlobe Aviation Ltd. closed 0.79% lower at Rs 4,370.85 apiece on the National Stock Exchange, compared to a 0.04% advance in the benchmark Nifty. The stock has fallen 47.31% on a year-to-date basis.
Sixteen out of the 22 analysts tracking the company have a 'buy' rating on the stock, three recommend 'hold' and as many suggest 'sell', according to Bloomberg data. The average of 12-month analysts price targets implies a potential upside of 9.1%.
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