IndiGo’s On-Time Performance Drops; Passengers Cite Delays and Poor Staff Behaviour

New Delhi: Indigo airline is facing the displeasure of passengers these days. Delays in flights, behavior of staff, and sometimes extremely slow services… people's complaints are continuously increasing. From social media to the airport, passengers have only one question—what happened to India's largest airline?

More than half of the passengers expressed dissatisfaction in the survey

Online platform Local Circles recently conducted a big survey. In this, people of 301 districts were asked how their experience with Indigo was last year. The result was surprising. One out of every two passengers clearly said that he is not happy with the services of the airline.

• Complaints have increased since last year
• Complaints against IndiGo have increased faster in 2024 compared to 2023.
• Complaints about not flying on time increased from 33% to 54%
• Luggage-related problems 27% to 42%
• Complaints regarding staff behavior: 46% to 54%
• Customer service errors increased from 23% to 32%
• Complaints related to aircraft quality and maintenance: 19% to 27%
• Delay in providing information and lack of transparency increased from 27% to 45%

“We complain, but no one listens.”

The most worrying thing that came out in the survey was that passengers believe that their complaints get stuck somewhere. Many people said that DGCA does not investigate all those cases in depth. The result is that the problems are increasing and the path to a solution is nowhere in sight. Passengers suggest that the Ministry of Civil Aviation, DGCA, and Consumer Protection Authority should together form a committee that can resolve the complaints quickly and fairly.

What problems did people face the most?

The survey made several issues clear:

• 54% found the biggest problem was not getting flights on time.
• 54% did not like the attitude of the staff
• 45% complained about lack of transparency
• 42% people were worried about the goods
• 32% were dissatisfied with customer service
• 23% rated the quality of food as average
• 14% said that they miss entertainment facilities

Sharp decline in on-time performance

Indigo once prided itself on its punctuality. While its on-time delivery rate was above 92% in 2021, it dropped to 85% in 2023. The situation will worsen in 2024. Only 69.69% of flights arrived on time. The situation has still not completely improved. Its rate of operating flights on time is only around 80–82%. Many passengers quipped that IndiGo should change its tagline as “arriving on time is a wonderful thing” now sounds like a joke.