Mohandas Pai vs IndiGo: Ex-Infosys CFO says they ‘treat passengers badly’ after AC issue. How the airline responded?

This incident comes amid rising scrutiny of IndiGo’s customer support. In line with a current survey by European claim-processing company AirHelp, IndiGo ranked 103rd out of 109 airways globally in its 2024 annual report. The survey assessed airways on punctuality, high quality of service, and claims dealing with. IndiGo’s rating of 4.80 was the bottom amongst Indian carriers, with Air India ranked 61st and AirAsia at 94th.

IndiGo has strongly refuted the survey’s findings, questioning the methodology and pattern dimension used. “IndiGo has persistently scored excessive on punctuality and has the bottom buyer grievance ratio for an airline of its dimension and scale of operations,” the airline mentioned in a press release.

Moreover, IndiGo pointed to its efficiency metrics reported by India’s Directorate Normal of Civil Aviation (DGCA). The airline carried over 7.25 crore passengers between January and September 2024, sustaining a dominant 61.3% market share. Compared, Air India, its closest competitor, carried 1.64 crore passengers throughout the identical interval, capturing simply 13.9% of the market.

IndiGo’s Response to Mohandas Pai

In response to Pai’s issues, IndiGo commented on the tweet: “Sir, thanks for taking the time to satisfy our airport workforce. At IndiGo, buyer consolation is of utmost significance to us.”

“We guarantee you that your suggestions is famous and we’ll share it with the involved workforce for essential assessment. We admire your endurance and understanding,” Indigo added.

Whereas IndiGo has taken steps to deal with Pai’s suggestions, the incident highlights a broader dialog about passenger consolation and repair requirements.