Kolkata Airport's Ranking Plummets to Year's Worst After IndiGo Disruption
Kolkata's Netaji Subhas Chandra Bose International Airport experienced a significant setback in its annual performance, with its quarterly rating plunging to the lowest point of the year at 72. This decline occurred during the October–December quarter of 2025, largely attributed to a week-long operational crisis at IndiGo Airlines that caused widespread chaos across airports nationwide, including Kolkata.
From Highs to Lows: A Turbulent Year for Kolkata Airport
The airport had begun 2025 on an exceptionally strong note, achieving its best-ever ranking of 57 in the January–March quarter. This impressive performance was followed by a rating of 70 in the July–September period. However, the final quarter saw a dramatic reversal, marking the facility's worst single-year ranking despite maintaining the same rating point of 4.9 out of 5.
The primary catalyst for this ranking drop was IndiGo's nationwide operational disruption in early December 2025, which severely impacted flight schedules and passenger experiences during Kolkata's crucial winter travel period. While normal operations gradually resumed, the aftermath left a lasting negative impression on travelers.
Airport Director Acknowledges Challenges
Vikram Singh, the Kolkata airport director, provided insight into the situation. "We performed well across nearly all aspects in the last quarter," Singh explained. "However, the IndiGo fiasco, combined with ongoing upgrade and construction work both inside and outside the airport, likely contributed to the slight ranking decrease. Importantly, we maintained our rating points and remain ahead of our 4.7 target. We are committed to improving our ranking in the upcoming quarter."
Passenger Experiences Highlight Systemic Issues
The disruption had tangible consequences for travelers. Aurobindo Das, whose flight to Bengaluru was cancelled during the crisis, shared his ordeal. "I endured a harrowing experience at the airport," Das recounted. "My flight was cancelled, my luggage went missing for days, and I received my refund only after more than two weeks. If someone had asked me to review airport services during that period, I would have highlighted only negatives."
ASQ Survey Reveals Mixed Results
The global Airport Service Quality (ASQ) survey, conducted by Airports Council International (ACI), evaluates customer satisfaction across 31 service parameters using a 5-point scale. While Kolkata airport's score remained steady at 4.9—significantly above the global average of 4.4—positive feedback actually increased in 25 of the 31 rated service areas.
Survey respondents identified several persistent problem areas:
- Long wait times at security checks
- Poor value for money at restaurants
- Impatient airport staff
- Difficulty catching connecting flights
- Inadequate leisure options
- Insufficient washroom availability
Competitive Landscape and Silver Linings
In the quarterly survey involving 16 AAI-run airports, Kolkata's static performance proved insufficient as other facilities improved. Specifically, Trichy and Dehradun airports exceeded their previous quarter's performance, thereby pushing Kolkata down in the rankings.
Despite the overall ranking decline, Kolkata airport received positive ratings in several key areas where it has historically struggled:
- Wi-Fi service quality and availability
- Adequate seating throughout the terminal
- Courteous and efficient immigration staff
- Clear signage for terminal access
- Enhanced washroom cleanliness standards
The airport's management now faces the challenge of addressing identified shortcomings while building on its strengths to recover its ranking position in the competitive aviation landscape.
