IndiGo Airline Evaluation by Sean Paul
In July 2025, IndiGo Airlines found itself at the centre of a storm of negative feedback, with numerous incidents of lost luggage, missed flights, poor assistance, and a lack of apology causing dissatisfaction among passengers.
The airline's customer service rating plummeted to a lowly 1.8 out of 5, as complaints poured in about long hold times, unresolved baggage issues, and ineffective communication from staff during luggage loss incidents.
One such incident involved Sean Paul, a traveler who had a less-than-ideal experience with IndiGo Airlines on July 17, 2025. Sean Paul's parents' luggage was lost on another IndiGo flight, and he encountered a lack of coordination, support, and customer care from the airline.
Sean Paul, a first-time visitor to India, was left high and dry when his connecting flight from an international flight was delayed. Despite arriving just under the cut-off, he and his party were not assisted and missed the flight. The response from IndiGo was cold, bureaucratic, and unhelpful, with no compensation or ownership offered.
The airline's customer service was described as robotic, dismissive, and uncoordinated, with no interest in resolving issues. To make matters worse, IndiGo required additional emails to report issues, even when already in communication with their team.
Sean Paul's experience is not an isolated incident. Official grievance data from the Ministry of Civil Aviation showed that IndiGo received 19 complaints by July 31, 2025, reflecting ongoing passenger issues.
IndiGo's rigid "point-to-point" policies were criticised for showing a lack of human decency and flexibility. The airline's inability to provide alternative arrangements or apologies to Sean Paul and his party further compounded the issue.
In light of these experiences, Sean Paul advises travelers to avoid IndiGo Airlines due to the poor service and lack of support. Despite IndiGo holding a good operational load factor (83%), the customer service shortcomings remain a significant concern.
The incidents of lost luggage, missed flights, and poor customer service have negatively affected customer perception and resulted in poor review ratings for IndiGo Airlines. The airline must address these issues to regain the trust and confidence of its passengers.
Sean Paul's unfortunate travel experience with IndiGo Airlines, marked by lost luggage, poor customer service, and missed flights, leads him to recommend avoiding the airline due to its poor service. His negative review is one of several reflected in the Ministry of Civil Aviation's grievance data, showing 19 complaints made against IndiGo Airlines in July 2025. This lifestyle-related travel issue has resulted in a deterioration of IndiGo's reputation, as shown by the decline in review ratings.
