SriLankan Airlines Official Reviews

Paid a few hundred pounds extra to get a direct flight to columbo from London Heathrow as we are never comfortable with stop overs or connections. The flights available to us was with Sri Lanka Air, which we booked happily based on our needs. Literally 3 weeks before the flight they emailed us to say the scheduling had changed and moved our flight forward 3 hours. We couldn't understand why our flight times didn't make sense as we were now landing only 30 mins sooner than before. So upon us looking into it further for ourselves we noticed that they had added a stop over in the Maldives. They did not notify us of this change. At this late stage there was absolutely no chance of us actually getting a direct flight and all the cheaper options for connecting flights were unavailable. We would have taken one of the cheaper options to save on cost if there really was no other choice. We feel as though we have been completely sucked in and have ended up paying direct prices for a hugely inconvenient connecting one as we had no alternative choices. The price of the flight had also gone up considerably due to their being nothing else available for the dates we needed. Their customer service is awful and practically non exsitant. They have completely ignored all of our attempted correspondence with them regarding the issue. While we understand potential changes like this are all outlined in any airlines T&C's and them offering a refund in the email, we feel the way in which it has been done feels so underhand. Changing schedules at such late notice while hiding key information regarding such a big change, only to then be ignored when we have questions about it is absolutely scandelous. To think we could have originally booked something else much cheaper for the same service we are now getting just makes us feel conned. Avoid this airline.

This was one of the worst experiences with flight from Sydney UL607 delayed on 17.2.2022 to 18.2.2022 at 1405, then delayed to 1530 and finally reaching Colombo at 2045 on 18.2.2022 with no connecting flight to Bangalore on 18.2.2022. Then the connecting flight to Bangalore on 19.2.2022 at 18.40 has been delayed with estimated departure at 23.40 on 19.2.2022. What was meant to be a 13 hour Journey from Sydney starting at 22.30 on 17.2.2022 and reaching Bangalore at 0855 on 18.2.2022 is now become a 48 hour journey with still no definite time of flight from Colombo. No help from Srilankan Airline Airport Staff, close to 40 passengers stuck on this journey.

I purchased return ticket from London to Colombo from their own site.I chose SriLankan as it is direct flight and usually 10 hours flying time.But to start the journey it was 1 hour delay. Then it stopped in Male only very few passengers got down and handful of passengers got in.whole crew changed. New crew started counting hand luggages one by one.we were waiting two hours . We were requested to remained seated this 2 hours as they wanted to do head count. When we arrived at Colombo it took 14 hours . I could have traveled with transit flight like Quatar or Ethihad for cheaper fair . Also head set not working. I will not recommend this air line.

I am of Sri Lankan origin and I used to book on this airline despite the awful admin described here by others. Most of it being true. I bought a return ticket LHR CMB. The promise was no hassle rebooking if necessary due to Covid. Wanted to change flight date and tried online two weeks before scheduled flight. The change was going to cost £425 plus £125 for changing flight. The return ticket I bought was £650. So much for huddle free rebooking. I checked QA and a new ticket costs £425. Making use of Covid 19 to rob the clients should stop. Never again sri Lankan!!! :(

On 10/11/2021 I requested refund of my tickets to Sri-Lanka from Brussels and back, The reason, why I refunded was that Sri-lanka airlines canceled one flight and new suggested options were not comfortable for me! Before rejecting the new suggested flights, I asked whether I could refund and they replied that yes, and that they would refund the money within 25 working days. But I never received any refund and any reply from them after. Is there any way to get this refund? Is there any international organization regulating such cases?

Booked through Travel Up. Sri Lanka airlines said they warned agent about what COVID documents were required but they did inform us. Sri Lanka air can contact you to get extra money from you to up grade but not important information that will cost you your flight. Airline will not help you at all or move your flight as you booked through travel agent. Cost us over £1000 to rebook. I will say on the return home the staff were great and so friendly just like the Country. Its a shame the actual company let them down. The plane was old though with things not working as they should.

I'm trying to get my refund against cancellation of ticket. They sent an email confirmation with a refund time of 25 days which is very long and I waited for it but now its been more than two months and I haven't got the refund. Emails are responded with standard replies and even twitter messages was not of much use. Till now they have not confirmed the refund amount and the date it will be credited.

I travelled to Sydney via the Australian Federal government-approved pilot program from Trivandrum-Colombo-Sydney. Our travel was not a good experience. They were out of vegetarian food for breakfast and the other soya chunks given was stale and also, the paratha was rock solid and I had no food to eat, I am a vegetarian and I had nothing to eat on my journey. I was ready to pay for the food but they didn't have any on the service menu and also they were out of the veg meal like I mentioned earlier, despite them taking our food preferences beforehand, this is really terrible and I have never experienced something like this. Moreover, our entertainment system was dysfunctional- mine and the one who was sitting next to me and some others but at least their headsets worked and mine didn't. We could not watch anything and when I tried, the movie was jumping to the end, I hardly watched for seven minutes, several rebooting was done but to no avail. To top it all, they were out of water bottles too... I don't consume alcohol, so while the others substituted that for water, I did not have any. It was a horrible experience and despite paying a lump sum, there were no basic resources that an airline promises. (You can verify these details from my co-passengers and also from the cabin crew). PS: think thrice before booking your flight via SriLankan Airlines.

Awful awful do not book with airline. Shame we have to put one star. Issue with last minute covid positive. Although the guarantee on their site. They do not tell you that to rebook it will cost you! Original flight to sri lanka was £533 newly scheduled flight £433. Rsther than a cost difference it is the full cost for that newly scheduled date. DO NOT BOOK with this airline and assume you will protected you from covid impacts. It is false claim by this company even if you provide full evidence to them !!!!

I cannot express how much I dislike this company! We have now flown twice with them, both flights were delayed and on both flights the tv didn’t work, one flight was 10 hours! I am currently sat waiting for my connecting flight having missed our previous one, due to Sri Lankan airline delays. What should have been a 2-3 hour trip in total (Sri Lanka to the Maldives) is now going to be 8!

Worst in class Hand Baggage allowance for an international flight. 7 kgs is pathetically low for ant international flight..even lower than domestic flights. Time to think for a decent allowance.

The worst service, employees, front desk I have ever and will see in my life! We were not allowed to get on the plane because we didn’t have the credit card which we booked the flights with. And the horrible disgusting part is the front desk lady, so rude and incredibly disrespectful to an extent that is unbelievable. She refused to wait for us to get the card number and closed the counter and just simply didn’t let us get on the plane. This airline still is living back in the 90s! They still don’t know the booking process and the hundreds verification codes we receive to complete a booking. We are so disappointed and regret booking through Srilankan airline and will not use it if it was the last airline in the world. You need to train and educate your employees about customer satisfaction because this way you just lose expat customers. No words can explain our anger and shock from the way we were treated today. I advise everyone to use another airline to go to Srilanka, the experience is inhuman and gross.

I booked my ticket on the above PNR (M6SV7U ) for March 2020 and cancelled by airlines due to a pandemic situation. SriLankan airlines not refunding my amount and no update on my query send via email.

These days Srilankan airlines flights are carrying only about 50 passengers from Sri Lanka. But they make a big fuss over 1 or 2 kg overweight of luggage. Come on! we have to pay about double the amount which keeps your jobs going. Just be human ground staff!

Traveling during covid-19 pandemic, the plane is almost empty with only 50 passengers. However, they force us to sit all together with no distance when we could sit easily in an empty row and avoid physical contact. We told them that the plane was empty and it was safer to sit separately, but their covid regulation claims to sit all passangers together in the same rows. SHAME ON YOU!!

I would like to give Zero stars. No response on refunds since a year. I don't understand how they are operating as an International airline. I booked my ticket for 3rd week of march 2020. Flights got cancelled & they promised to do refund within 2-3 months. But now after repeated emails & call follow-ups they always try to escape from me with no refund by giving senseless excuses. Waiting for almost an year now.

After waiting for 12 months for a refund for flights cancelled by SriLankan Airlines in March 2020 due to Covid, I have today FINALLY received my refund. I experienced serial 'fobbing off' emails similar to the experience of other reviewers, and had threatened legal action, small claims court, copied letters to the Sri Lankan High Commissioner, etc, - but it took a chance recommendation of a website called Resolver by Martin Lewis of MoneySavingExpert before I got anywhere. I heartily recommend it to all you others still waiting - Resolver provided templates with all the correct legislation to quote, and after just one email I was in correspondence with a named customer service representative at SriLankan, who sorted out the refund in a couple of weeks. Good luck to everyone!

I wholeheartedly agree with most of the comments below. I was promised a refund in 3 months in 2020 and still to date nothing. I have written numerous emails and many telephone conversations but they all come up with the standard line that they will expediate without a timeline. Horrible airline to deal with. I hope there is some international governing body that looks after these scrupulous airlines. I am prepared to follow up on many platforms if I am unable to get a satisfactory outcome.

I booked my flight ticket for June 2020.Flight was cancelled due to covid pandemic.Still I didn’t get my refund.Horrible airline which I ever seen.Do not recommended any one.

Booked a flight in Sept 19 to travel in July 2020 through Travel Trolley. Flight was cancelled in June 2020. It has been 9 months and I have not received a refund or any indication of when this will be provided. I am nearly £1000 out of pocket for a flight that I never boarded and did not run. No efforts to contact me directly and no indication given of whether I will ever have my money returned to me for a service i did not receive.