New Delhi: Mohandas Pai, the former CFO of Infosys, on Sunday took to X on Sunday to condemn IndiGo for what he called the airline’s poor treatment of passengers. He shared details of a recent uncomfortable experience on flight 6E 7407, where passengers were left waiting on the scorching tarmac in Bengaluru without air conditioning.
“Indigo treats its passengers badly. Sitting in 6E 7407 without AC on hot tarmac in Bengaluru. No way to treat passengers. Only after protest, staff using tarmac generator for AC. Pl change your protocol,” Pai wrote, urging the airline to reassess its procedures.
IndiGo’s reponse
In reply to Pai’s concerns, IndiGo responded to the tweet by saying, “Sir, thank you for taking the time to meet our airport team. At IndiGo, customer comfort is of utmost importance to us.”
“We assure you that your feedback is noted and we will share it with the concerned team for necessary review. We appreciate your patience and understanding,” the airline added.
IndiGo ranks 103rd globally in AirHelp’s 2024 report
The criticism comes after a harsh review of IndiGo’s customer service in a recent survey by European claim processing agency AirHelp. In its 2024 annual report, AirHelp ranked IndiGo 103rd out of 109 airlines worldwide. It placed it among the lowest for punctuality, service quality and handling of compensation claims. With a score of 4.80, IndiGo had the worst rating among Indian carriers, while Air India and AirAsia were ranked 61st and 94th, respectively.
Airlines rejects results
Despite the survey’s controversial findings, IndiGo firmly rejected the results. They questioned the survey’s methodology and sample size. The airline defended its service quality, saying, “IndiGo has consistently scored high on punctuality and has the lowest customer complaint ratio for an airline of its size and scale of operations.”
IndiGo also highlighted strong performance indicators from India’s Directorate General of Civil Aviation (DGCA), noting it carried over 7.25 crore passengers between January and September 2024, securing a 61.3 per cent market share. In comparison, its closest competitor, Air India, captured just 13.9 per cent of the market, flying over 1.64 crore passengers during the same period.
Mohandas Pai, the former CFO of Infosys, on Sunday critcised the airline on Sunday in a post on X. In response to his concerns, IndiGo acknowledged his feedback, thanking him for meeting with their airport team and highlihgting that customer comfort is a top priority for the airline. Business Business News – Personal Finance News, Share Market News, BSE/NSE News, Stock Exchange News Today
