jithin cherian

Apr 29, 2023

Absolute Disappointment with Sri Lankan Airlines

I am Jithin Cherian and I booked a ticket through the Skyscanner website from Frankfurt to Kochi and also from Kochi back to Frankfurt in last September. On 16.01.2023, at 22.00 there was a Sri Lankan airlines flight from Kochi to Frankfurt. Unfortunately, I could not board it. The main reason for this was the huge traffic block that I had to face while travelling to Kochi, but still I managed to reach the airport at 20.45. Then it took me about 15-20 minutes to clear the security check in front of the airport since there were several passengers travelling abroad. I was able to see from outside that the counters of Sri Lankan airlines for issuing boarding pass were open and the display was not yet turned off or showed any signs of closing. Also, the display outside the airport showed the sign that the counters B15-B19 were available for boarding inside the airport. After I reached the counter at about 21.05, there was a couple boarding their luggage and when my turn came, they denied to issue me the boarding pass since I was 5 minutes late as there stands a law that passengers have to board the flight 60 minutes before take-off. But I told them that the display was not turned off and still showed the sign of check-in. Then the Sri Lankan airlines manager came to speak to me and told the staff to turn off the display. Also, I didn't say anything provocative but he was holding a grudge against me and behaving very poorly and was so arrogant that he told me to file a formal customer complaint and that it would not affect him. He also told me to learn a lesson from this and be on time. He also made me wait for about 30 minutes without saying any further proceedings or whatsoever. Also, to be very frank, the ticket that I have did not even say that I had to board the flight 60 minutes before. And when I asked him that he told me that it is a general rule and need not be written. Since I have to go back to Germany I booked a ticket in another airlines. I missed the Sri Lankan airlines flight because the staff did not let me board the flight even after pleading for about 1 hour due to the reason that I was late even though there was a couple who boarded their flight at 21.05. I would like to say that this is sheer arrogance from the staff and that adequate measures should have been taken by the staff to do the needful. Also, the Sri Lankan airlines staff was least interested in helping me. Today, adding insult to injury, I received an email regarding the compensation that I would get for the ticket I booked on that day and it was just 30.90 euros out of the 860 euros that I had paid for the ticket. I have realised that Sri Lankan airlines is the worst airline that I have travelled in my entire life as a foreigner in terms of service, customer feedback and airport staff especially the Kochi Airline Manager and I hope not to cross paths with this airline ever again. I would indeed make sure that the people whom I am fond of comes to know of this dreaded and disgusting experience. I am not expecting a reply for this review and I do not even know whether the respected authorities would see this review but I am writing this review for my satisfaction.