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Misbehaving Airline Staff: What Does The Data Say About Indigo?

    Indigo suffered two major PR disasters within a week – one where a passenger was hurt after she fell off a wheelchair because of gross negligence by an Indigo crew member and another, where a passenger was pinned down by yet another Indigo crew member. The last couple of weeks have been somewhat traumatic for Indigo, with yet another incident wherein ace shuttler P V Sindhu alleged misbehaviour by Indigo crew members.

    Indigo, largely known for its on-time USP and pre-flight formalities, is in an expansion drive while already controlling 40% of the domestic Indian market share.

    Which airlines do Indians fly domestically?

    Monthly data from the Directorate General of Civil Aviation shows that while Air India has been gradually ceding market space to its private rivals, Indigo has maintained its dominating presence catering to 4 out of 10 Indians flying domestically.

    Market share of Indian domestic airlines

    Misbehaving crew has been a major grouse for passengers, with complaints under that tab ranging from 6-12% of all complaints.

    Share of misbehaving crew

    Air India has also seen the highest number of complaints per 10,000 passengers over time. Considering its scale of operations, Indigo has till now maintained one of the lowest rates of passenger complaints. However, its recent run-ins with misbehaving crew members, it is yet to see whether data will reflect the same. Watch this space for regular updates.

    No. of complaints per 10k pax

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