SriLankan Airlines Official
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My mother was travelling from Bangalore…
My mother was travelling from Bangalore to Melbourne and she had a connecting flight via Colombo. I was not able to connect with my mom via whatsapp or phone call. So I was stressed out that she might not be able to reach the gate appropriately. So, I tried using the Sri lankan Colombo chat services, after a few questions, finally the chatbot connected me with a chatting agent. Agent, asked about my mother's name and her booking reference which starts with 603. I have provided all the details and am waiting for a response to track down whether my mom has boarded the flight or not. But, after a long 40 minutes wait the agent responds, stating i would have to reach out to 24 hours customer service provided by Sri Lankan airlines. By the time, agent responded, flight was already ready to take off (UL604). I was so pissed at how careless this agent was and he mocked me by saying that I raised any concerns with the customer service agent. This is the importance they gave to their passengers and their families. Luckily, I tried reaching out to chat gpt and got the Sri Lankan airlines 24/7 customer service which responded quickly, and gave me the information that mom has boarded the plane. But, I don't understand what is the use of whatsapp chat agent service if they don't have the common sense to care about the passengers and how important time is when there is a connecting flight in next 30-40minutes? I want to question the airlines, would such a behaviour be tolerated? Aren't we also paying huge airplane fees so that all these services provide us a smooth aircraft journey. #WorstSriLankanCustomerServiceExperience