Richu Baby

Jul 8, 2025

Horrible

I am beyond furious with the way SriLankan Airlines has treated us today! I am writing this in complete frustration, hoping to get some answers from a responsible person because the customer service and communication we've received from your airline have been nothing short of disgraceful. We booked a flight from Trivandrum to London Heathrow, with a connecting flight in Colombo. This should have been a straightforward journey. However, our flight from Trivandrum was delayed by TWO HOURS. As a result, we MISSED our connecting flight to London from Colombo by just FIVE MINUTES. FIVE MINUTES!!! All this could have been avoided if there was ANY coordination between the airlines or even an ounce of consideration for the passengers' schedules. Onboard the flight, none of the staff were helpful in any way, shape, or form. There was zero communication about what we should do or where we should go to make sure we didn't miss our connection. Once we arrived in Colombo, it was a complete and utter disaster. We were then directed to customer service, which was even worse! The staff were rude, dismissive, and utterly unhelpful. They told us they could rebook us on a flight to Dubai—10 HOURS later—and then another flight to London the next day. Essentially, we were looking at a delay of OVER 12 HOURS, and they didn't seem to care AT ALL. After what felt like endless back-and-forth, we were finally told we’d get food and accommodation at a nearby hotel. Well, that turned out to be another disaster. We were sent to a taxi service, where we waited for TWO AND A HALF HOURS for a taxi to take us to a hotel just 30 minutes away. When we got to the hotel, guess what? NO ROOMS AVAILABLE! So, we were sent to another hotel, and after FOUR HOURS from landing, we finally reached the second hotel at around 5 PM—without ANY food for the entire time. And what did we find when we got there? NO FOOD available at the hotel! We are now stranded in some random hotel with no food, no communication, and no clue what the next step is. And to top it off, I had to help four elderly ladies in the same situation, who barely speak the language. One of them requires a wheelchair and is diabetic. So, tell me—who is taking responsibility for their health and well-being in this mess? I’m utterly fed up with this shoddy excuse for an airline. Instead of taking responsibility and sorting out the issue before it escalated, you’ve left us stranded in a foreign country, hungry, with no proper accommodation or any form of communication. The customer service has been abhorrent, the coordination non-existent, and the level of care for passengers is at rock-bottom. I need to know why we were not rebooked from our home airport when we first raised concerns about missing the connecting flight. Instead, we were flown to another country and left to fend for ourselves. This entire ordeal has been a nightmare, and I demand a full explanation. I expect someone responsible to contact me immediately to resolve this—preferably someone who knows how to treat customers with the basic respect they deserve. SriLankan Airlines, you’ve lost our trust. And we will be sharing this story widely so that others are aware of the disaster they may face if they choose to fly with you. Absolutely appalling.