SriLankan Airlines Official

To be honest for the price of flights this was disappointing. We flew in June. I paid an extra $600 for extra leg room both ways. The flight there wasn't bad and we got our allocated seats but the food was horrible and the TV screens were broken. The option was fish or fish as all the other meals ran out. On the way back when I went to check in I was told that our seats were no longer available. Despite having this in writing and a printed ticket I was told there must have been a system error and we were seated in the four-seated rows completely in a different section to what we had requested and paid for. We were told there is nothing they can do and no compensation. We are both really tall people which is why we were able to and willing to pay extra for the extra leg room. Again, both screen (entire row) didn't have working TV or changing portal. After they made attempts to reset we were simply told there's nothing they can do to fix it. We landed with only 2% battery and had to run around after we landed we had to trying to find ways to charge our phone to organise transport home. The staff were nice but beyond that, seats we paid extra for given away, broken TVs and broken chargers. Definitely not what we paid for.

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.

I would give zero if possible. Booked lahore to colombo to male (maldives) flight through sri lankan airline 2 months ago. 10 days prior to the flight received a message that your flight time has changed and you wont be able to catch flight to male. The alternate flights are not available. The airline provided zero support to adjust to alternate flights. All our plans with resort are already finalised. For stress free travel ppl should opt for middle eastern airlines. I was too naive to go for sri lankan airline. Thought it would save time and be more convenient as shorter route

I flew SriLankan Airlines on April 19, 2025, after losing my father, one of the hardest days of my life. After boarding flight UL 605 in Melbourne, we were kept waiting on the plane for 1.5 hours with no proper communication, only to be told the flight was cancelled. There was no coordination or empathy from staff. I was left alone to arrange transport back from the airport while grieving, with no help at all. I called another reputable airline, who immediately understood my situation, rebooked me, and even ensured I had WiFi throughout my journey so I could stay connected with my family. THAT is what real customer service looks like. When I complained to SriLankan Airlines, I got a cold, dismissive email from Himalka Dasanayake, the so-called “Customer Affairs Supervisor” at Bandaranaike International Airport. Instead of empathy or an apology, she basically told me my refund was processed and they would not communicate further. This is beyond unacceptable. Their staff lack basic courtesy and professionalism, and they don’t deserve the trust of any grieving family or any paying passenger. Shame on SriLankan Airlines and on Himalka Dasanayake for treating customers this way. I will never fly with them again and urge others to think twice before putting their trust in such an incompetent and heartless service.

The customer service that I received was outstanding eventhough frankly I was wholly to blame for the issues. They will certainly become one of my favorite carriers

Flying from Melbourne to Colombo to Delhi on 23/06. AC not working in Melbourne - Colombo flight and very hot inside. Asked cabin crew and reply was they will on the AC soon. Feels like traveling in train in Asia. Hopefully everything is fine. (Gurpinder Singh Rajput)

Sri Lankan Airlines charged us double when changing flight dates. Not willing to refund. Shame on you Sri Lankan Airlines....

Rückflug UL 501 von Colombo Sri Lanka über Paris nach Frankfurt sowie auch Hinflug UL 501 von Frankfurt nach Colombo mit Sri Lankan Airlines: Super Flug und Landungen, Service, online check in, 2 x warmes Essen und reichlich Getränke, bequeme Sitze, tolles Entertainment, sehr freundliches Personal, perfektet geht nicht. Wir flogen economy class. Wegen der vorangegangen sehr schlechten Bewertungen sind wir mit mulmigem Gefühl im Bauch eingestiegen und so angenehm überrascht worden. Danke dafür. Immer wieder gerne.

Our plane in February was delayed with 24 hours. We bought 3 full price tickets (+- 1.000 pounds) for myself, my husband and our 3 year old toddler. Under EU law 241 a compensation is due, however they refuse to pay compensation for our toddler despite the fact we had to pay a full price ticket for her. It has gotten to the stage that Sri Lanka doesn’t want to communicate about this anymore with us. Leaving us no other option then to go to court, flag this everywhere as it is just inherently unjust. Maybe the company is struggling for cash but it is clearly being completely mismanaged, and should be reported to the authorities.

Plain shocking. Delayed twice over waiting 24 hrs. No reason. No office response. No warning. Never again.

As others have suggested this airline should be awarded no stars! They owe me compensation under UK Law for the flights delayed by 24 hours. Despite agreeing this and me submitting my bank details they’ve still not paid the compensation I’m due. Was told would be sent to my bank 14-21 working days after their email. This date has been and gone and still no money sent. This is against UK law 261

The worst airline I could possibly travel with or communicate with. They have let me and my mum who has Alzheimer's down. I booked extra leg room seats and then according to their policy requested wheelchair for my mother to the cabin. At no point did they tell me that booking wheel chair would mean that my mother would also lose her extra leg room seat that I paid for. A day before the flight I try and do online booking to find out that she has been moved miles away from me 24G which is right at the front and I am in 50K at the back. I called them and pleaded with them and told them that what they did was so wrong. She needs assistance with toileting and feeding. All they could say is "the thing is", "the thing is". No solution to a problem they have caused. Avoid this airline at all costs. This airline has left me a great deal of stress and distress

I would like to share the following experience on damaged baggage. On 26 February I flew to Delhi from Colombo. On arrival I noticed that one of my suitcase was heavily damaged. Tried to find the staff and got hold of 2 young girls. They were helpless and asked me to send an email. When I insisted she gave me an email which was not correct. I searched myself and finally found the right email. Got an acknowledgment and was asked to wait for 10-12 working days. I was asked to send the details again and the initial reply was that they will see if something can be done . After another 10 days they agreed and informed about the compensation amount and provide bank details. After another 10 days or do I received a form where I was asked to fill the bank details. They found some mistake in the form and had to send the rectified form. Now finally after two and a half months the amount has been credited in my account. To register a complaint time is needed, but even after that same time is required for follow up. It is really very strange. Normally all airlines have staff at the airport or handling agents and things can be resolved on the spot. In any case I am not using this airline again for sure. Such a bad experience never again.

Very worst airline don't travel with this at all. Staff not proper

I have been chasing my delay compensation since November 2024. Each time you called them, they will tell you the same story again and again – asking you to send all the complaints / enquiry to customer at xxxxx.com or reservations at xxxxx.com, call the headoffice in Colombo or will send an internal email on behalf and you will be contact soon. It has been more than 5 months and I still waiting for my delay compensation. They don’t reply to their customer’s email at all. All they care is your money. Appalling customer service. I would not recommend this airline if you are going to Sri Lanka. Avoid it at all cost.

My wife had a fully paid ticket with SriLankan Airlines (Flight UL606, scheduled departure 26 April at 00:20), but was informed at check-in that the flight had been overbooked and she could not board. This left her stranded in Sri Lanka, with no prior warning. To the airline’s credit, accommodation and transport were provided, which we appreciate. However, the experience caused significant emotional distress and disruption — especially given that this was meant to be a confirmed ticket. We are loyal to SriLankan Airlines and want to continue supporting our national carrier. But situations like this undermine trust. Overbooking might be industry practice, but passengers deserve clear communication, advance notice, and fair compensation when bumped off a flight they paid for in full.

I also had a chaotic experience once with Sri Lankan air, where my stopover was suddenly extended and afterwards my flight got completely cancelled but I had the choice to either get a refund or a new flight as I bought my ticket from the webside „lastminute“. I chose the new flight and got a ticket for qatar airlines woth better conditions in exchange without having to pay extra. So this time i booked Sri Lankan air again due to their price and baggage allowance. All the bad experiences on here really scared me and made me insecure about my upcoming flight. BUT this airline surprised in so many positive ways. It’s so underrated. I flew from Karachi to Colombo and then to Frankfurt. The check-in and boarding were unproblematic. The staff was very VERY kind and helpful. Their hospitality was great. The service was a 11/10. I have literally no complaints. The food was decent. I preordered my meals for free online according to my preferences. The planes were clean, the flight attendants worked quickly. One of the fastest services in a flight I have seen. They have a great variety of movies available in the tv screen. It’s comparable to the entertainment of qatar airlines. I literally did not want to sleep because they had so many nice movies. The blankets smelled so good, I cannot describe it. Only the seats are a bit problematic as they are a bit small and for broader people they might feel uncomfortable but as my connecting flight to Frankfurt was very empty, almost every or maybe every passenger was able to lie down and sleep. I slept for 6 hours and I loved it. The air conditioner worked perfectly. My checked in baggage arrived very fast and was not damaged, nobody stole stuff from there, my bags were not lost. More people with good experience should rate this airline. If everyone who flew with me gave this airline a rating, it would have much more stars already.

The air conditioner wasn’t working properly throughout the flight from Colombo to Bangkok. We complained many times but the crew manager was extremely rude and denied that there was any issue with the air conditioner. It was a terrible experience throughout

We recently flew from London Heathrow to Sri Lanka. The flight was excellent and staff were charming.Very good value for money.

Do not use reserve a booking with their 'time to think' offering – it is meant to last for 48 hours but it doesn't. This happened to be and they implied they'd fix it. This was 2 weeks ago and I'm still chasing a tickets are $500 more! The service is shocking and they never reply. AVOID.