Mohandas Pai Criticizes IndiGo for Poor Passenger Treatment; Airline Defends Service Quality
Mohandas Pai Criticizes IndiGo for Poor Passenger Treatment; Airline Defends Service Quality
Mohandas Pai, the former CFO of Infosys, criticized IndiGo on Sunday for its poor treatment of passengers. He shared a negative experience on flight 6E 7407, where passengers were left on the hot tarmac in Bengaluru without air conditioning. Pai tweeted, “Indigo treats its passengers badly. Sitting in 6E 7407 without AC on the hot tarmac in Bengaluru. No way to treat passengers. Only after protest, staff used a tarmac generator for AC. Please change your protocol.”
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 @IndiGo6E @RamMNK @AAI_Official
— Mohandas Pai (@TVMohandasPai) December 29, 2024
His tweet attracted comments from others, including D Prasanth Nair, a senior HR professional, who said that IndiGo avoids using the auxiliary power unit (APU) to save costs, without considering the discomfort it causes to passengers, especially the elderly and babies.
A recent survey by AirHelp, a European claims agency, also criticized IndiGo’s customer service. In its 2024 report, the airline was ranked 103rd out of 109 worldwide for punctuality, service quality, and claims management. IndiGo received the lowest rating among Indian airlines, while Air India and AirAsia were ranked 61st and 94th, respectively.
IndiGo disagreed with the survey results, questioning its methods and sample size. The airline defended its service, saying it has a strong record on punctuality and a low customer complaint ratio. IndiGo also pointed out its impressive performance statistics from India’s Directorate General of Civil Aviation (DGCA), showing it transported over 7.25 crore passengers from January to September 2024, holding a 61.3% market share.
