Is Indigo The Worst Airline? Here Are All The Reasons Why The “Claim” Sticks!

In a world where flying is no longer a luxury but a necessity, airlines are expected to provide more than just transportation; they are meant to deliver a seamless experience. But, for IndiGo, this isn’t a glowing letter of admiration.

The AirHelp Score Report 2024 has shone a harsh reality on Indigo’s operations, and the results are as disappointing as a delayed flight announcement. Ranked 103rd out of 109 airlines globally, it’s time to confront the reasons why passengers believe why the airline is letting them down.

The AirHelp rankings are no arbitrary list. They rely on three essential pillars of aviation performance:

• On-Time Performance – Punctuality of takeoffs and landings.

• Disruption Claims – Handling of flight cancellations, delays, and rebookings.

• Passenger Feedback – Honest ratings of food quality, seat comfort, and customer service.

This rigorous methodology reflects both data-driven metrics and the voices of passengers in 54 countries. For IndiGo, the combination of operational inefficiencies and customer dissatisfaction has led to this alarming rank.

IndiGo’s Downward Spiral

Being India’s largest airline by market share isn’t enough when punctuality is in tatters. Passengers report a rising trend in flight delays that disrupt travel plans and erode trust. For an airline serving a time-sensitive population, this failure hits where it hurts the most.

IndiGo’s low-cost model has been celebrated for democratizing air travel. But that same model is falling apart under the weight of passenger expectations. Feedback reveals dissatisfaction with cramped seating, lack of inflight amenities, and a service quality that pales in comparison to global standards.

Missed connections, delayed baggage, and overbooked flights are part of the modern traveler’s woes. But what adds salt to the wound is IndiGo’s subpar handling of compensation claims. Policies often leave customers frustrated, feeling more like victims than valued passengers.

Here is yet another incident –

An IndiGo passenger who fell on a plane ramp at Delhi Airport in August claims he is still unable to walk. Ratnendu Ray was deboarding the flight early in the morning when the incident happened. The fall left him with a severely injured ankle, and he was rushed to a hospital in Gurugram for treatment.

Ray alleges that when he approached the airline for compensation, his request was denied and IndiGo representatives even made fun of his injury. Sharing his ordeal on X (formerly Twitter), he warned others to exercise caution while flying with the airline.

Here is where the irony strikes and the example (worst airline) shines through – A response reportedly by IndiGo read,

“We observed that you were the only passenger who experienced an incident that day, with many others deboarding safely before and after your departure. Our team acted swiftly upon learning of the situation, arranging medical assistance and escorted you to the hospital, where we stayed until your wife arrived.”

A Departure from International Standards

Globally, airlines like Singapore Airlines, Emirates, and Qatar Airways set the gold standard in punctuality, customer service, and passenger comfort. IndiGo’s operations, in stark contrast, appear rudimentary and poorly managed. The gap isn’t just wide—it’s embarrassing.

It’s not all doom and gloom. IndiGo has strengths: an extensive domestic network and an affordable fare structure. But relying solely on these strengths while ignoring growing passenger dissatisfaction is a dangerous path. The aviation industry is competitive, and global travelers demand more.

IndiGo’s Many Recurring Woes

IndiGo, India’s largest airline by market share, is no stranger to turbulence—but not just in the skies. Its operational inefficiencies, including chronic flight delays, alarming pilot fatigue, and compromised safety standards, have pushed it into the crosshairs of scrutiny. Passengers are left questioning whether IndiGo is truly deserving of their loyalty and trust.

Dismal Safety Standards at IndiGo

Over the past decade, IndiGo has logged in more than 52 air safety issues, including 35 serious incidents from 2013 to 2023. Such statistics position IndiGo as a frontrunner in safety lapses—a dubious distinction for any airline, let alone one that prides itself on being a market leader.

For passengers, safety is repeatedly compromised at 33,000 feet.

Should We Fly IndiGo?

Passenger trust in IndiGo has eroded significantly, and for good reason. Continuous flight delays, stressed pilots, and instances of staff misbehavior have left travelers disillusioned.

IndiGo’s overburdened pilots often work under grueling schedules, raising serious concerns about their alertness during critical operations.

The risk is real, and passengers can’t help but feel uneasy when safety seems like an afterthought.

Mismanagement extends beyond the cockpit to ground and inflight staff, whose strained schedules have led to instances of unprofessional conduct. IndiGo’s inability to prioritize customer concerns and satisfaction has alienated frequent flyers and first-timers alike.

IndiGo’s Repeated Tailstrikes

IndiGo, has also faced scrutiny for tailstrike incidents. With multiple reports emerging of its aircraft striking the runway during take-off or landing, there are growing concerns about IndiGo’s commitment to upholding critical safety protocols. This raises significant questions about the airline’s operational practices and the safety of its passengers and crew.

What Are Tailstrikes?

Tailstrikes are incidents that occur when the aft fuselage (the back section of the plane) makes contact with the runway during take-off or landing. While such incidents are rare, they have the potential to cause severe damage to the aircraft’s structural integrity, including the airframe and the pressure bulkhead, which is vital for maintaining cabin pressure at high altitudes.

Typically, tailstrikes are not the most common occurrences in Indian aviation. However, IndiGo has experienced a troubling surge in such incidents. Over the past year alone, the airline reported four tailstrikes. Even more concerning, investigations into these incidents have uncovered as many as eight separate tailstrikes, suggesting a deeper, systemic issue with IndiGo’s safety management protocols.

Why Are Tailstrikes Dangerous?

Though often downplayed or dismissed as minor incidents, tailstrikes pose a significant risk to both the aircraft and its occupants. The history of aviation disasters linked to tailstrikes serves as a stark reminder of the potential dangers involved.

Japan Air Lines Flight 123 (1985): This tragic accident, which claimed the lives of 520 people, was partially caused by a tailstrike that had occurred years earlier. The improperly repaired damage to the aircraft’s fuselage contributed to a catastrophic structural failure shortly after takeoff, leading to decompression and a fatal crash.

China Airlines Flight 611 (2002): A tailstrike during a previous landing was identified as a contributing factor in the crash of this flight, which resulted in the deaths of all 225 people onboard. The investigation concluded that the tailstrike had weakened the aircraft’s structure, ultimately leading to its mid-air disintegration.

These incidents illustrate the fatal potential of tailstrikes, making it imperative for airlines to adhere strictly to safety protocols to prevent them from happening.

A Wake-Up Call for IndiGo

In today’s globalized world, the standards are set by the best, not by mediocrity. IndiGo must either rise to meet these expectations or risk losing its position in an industry where the only constant is change.

Dear IndiGo, it’s time to listen. The passengers have spoken—and the message is clear.