At the end of 2024, Indigo, India’s largest airline, was voted as the airline of the year by Centre for Aviation (CAPA) at the 2024 Global Aviation Awards for Excellence. And then just a couple of weeks later, the airline was in for a rude shock when a survey by a German consumer-rights group ranked it among the worst 10 airlines in the world. Indigo, of course, refuted the findings of the survey and cast doubts on the credibility of the agency that released it.

Monthly data from aviation regulator DGCA had scored Indigo high on punctuality and low on customer-complaint ratios, and it was a big deal “for an airline of its size and scale of operations”.

But you see, that is exactly where the problem lies—size and scale.

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Correction: In the episode, the host said SpiceJet is not listed. That is factually incorrect. The error is regretted.