SriLankan Airlines Official

We are very pleased with our escellent experience with Sri Lakan airline flight UL 504 left London Heathrow at 20:40 on 26/02/2023. We were expecting an average service but felt the service they provided was truly outstanding. We felt the cabin crew was very professional and kind to all passengers, it was apparent that they were looking after elderly and vulnerable passengers paying attention to them individually. It was so impressive to see the efficiency and the professional courtesy they had and worth mentioning a few names we remembered by looking at their name tags - Dilushika and Julie who served the area we were in. Graham the trainer and Roshan the flight manager who were genuinely helpful where ever they could be. It was true Sri Lankan Hospitality reflected by their remarkable jobs and I want to thank them individually and praise the fantastic pieces of work of them we observed that night.

I am Shiroma, my family and I were travelling from London Heathrow to Colombo on Feb/12 on UL 504. The service of the staff were excellent. I want to thank, flight crew members Gayan, Dilki, Thulhan and Piyumi for their exceptional customer service, that made us feel relaxed and happy to be flying with Sri Lankan.

Its my first time to travel calgary to India by this airlines . its amazing experinece from london to delhi and returned on 23 feb 2023 , delhi to london . Front desk staff on Delhi airport are really friendly and welcoming in nature . We really appreciate to staff and services of sri lanka airlines . they take care of passengers and guide for anything about travel trip . Thanks for amazing services

The complimentary transit accommodation is nothing but a fraud. I booked a ticket from kuala lumpur to karachi with 19 hrs stay in colombo. As per airline website, transit time above 8 hrs is eligible for free accommodation. But the trick is that you have to book it and there is no option available online to book it. When you call their customer support no one would answer the call and when you go to their check in counter they would say they cannot book it. So it is a complete fraud. Please never book long transit time tickets with this airline.

Tried to buy ticket online. Website didn't work. Tried to call, no one picked up. Called int. offices as well as 24hr hotline- nothing. Searched for office address in Bangkok. Went to their address which is on the website. Was given a new address there and when we got to the newest address, we were told that the office had closed down a month ago. We got a new phone number. Finally someone picked up. We were asked to leave all details including our email and they would confirm back the flight bookings. Never did we hear anything again. In the end we managed a booking online. Now leaving Sri Lanka, we checked in online, have QR code, boarding pass, need to drop bags, except the drop bags counter is full of check in passengers. Then lady at counter couldn't read our 1 yr visa to Thailand. We showed the original in paper and on passport. She then wanted to see an onward booking out of Bangkok, which we don't need even in Bangkok. Utter disaster this airline. Avoid it!!!@

Flew business class return to Colombo from Heathrow. Outward overnight flight was not unpleasant, though food was not great and the pleasant cabin crew could have adopted a more professional approach. The return daytime flight was something else: 1. The food was diabolical and the cabin crew seemed incapable of heating it properly. However, the food they were eating afterwards looked distinctly better! 2. Lunch (served shortly after takeoff) was rushed (not that it was worth eating anyway). It seemed the cabin crew were intent on getting it over with as quickly as possible, so that they could eat and get their heads down. 3. Despite it being a daytime flight the crew insisted on closing all the window blinds and essentially forcing everyone to sleep! Ridiculous. 4. A complaint to the purser resulted in him storming off in a huff - very unprofessional.

We r landed in Karachi airport via srilankan airline , route was bangkok-Colombo - Karachi at 5 January 2023 , our 1 bag is missing and after so much efforts now after more than 10 days we come to know that due to power bank they hold our bag we gave authorisation to remove power bank and return our bag having so much expensive things in our bag but now they are not replying on mails very pathetic service

If you fancy an airline that is ok with criminal activity then choose Sri Lanka airlines. Half of our luggage was stolen in transition, so by the time we reached Colombo for a much-needed break, we found half of our luggage was gone. Both sentimental items like jewelry and small ticket items like shirts, and electric toothbrushes were gone. We are currently filing a complaint, seeking action and they are denying it. It is by far the worst food we've ever experienced on a plane, so bad my husband threw up after eating it.

Terrible airline, don’t fly. They left me stranded in Paris. I had a flight from Amsterdam to Colombo. I checked in and flew from Amsterdam to Paris (first leg). My second leg was Paris to Colombo, I transferred and went through security. Finally at the Gate with my boarding pass, I was told I needed to present the card payment details or a photo of it for the flight, which I have never been asked to do before by any airline. The flight was already paid for. My partner had paid for this flight and was currently overseas without a mobile network, so I was unable to retrieve photo of his card details and I was then unfairly denied access to the plane. The attendants at the gate were also extremely rude and refused to help me rebook too. I had to beg and ask what I should do next before they said even anything. They also told me nothing about where my bags would be. They then lost my bags. They are a horrible airline. Do not fly with them! Also as a Sri Lankan I’m also extremely embarrassed that this airline is representing my country… what a joke.

Left Colombo at 1pm local time. Time in uk was 7.30am. Meal quickly served. As soon as it was cleared the window blinds were closed and all lights off. Kids were screaming and crying because the cabin was in darkness but their body clocks knew it was day time! We arrived at 6.30 pm uk time so perfect to get home and straight to bed. No need for a long sleep on the flight. I assume this was done to make life easier for the cabin crew!

Simply the worst airlines i have travelled in the last 20 years!!! 1. They charge you extra for a short duration flight (14 hours flight) 2. Then they cancel and give you a long duration flight which you could have purchased for 300 euros less (26 hours flight) 3. Awful customer service with no empathy towards the customer 4. A 11 hour wait in the airport needs a hotel stay atleast, but the customer service is so rude and says they will try (not even sure) to provide refreshments ( a pack of chips and a bottle of water i suppose) 5. After 3 weeks of struggle, I decided to cancel my flight and only god knows when I will get the refund (if any) 6. Customer service call waiting is so long and most of the time they have no clue what to do with their own airlines. Puts you on hold for a long time with no result. 7. 100% delays expected (mine was a 3 hour wait during lunch time 8. The flight crew just did not care about the passengers not even for a cup of water I read so many reviews now about the same experience around the world with Srilankan airlines, I wish i could have read this before i booked my flights. I will make sure I create much awareness to my friends and beyond to avoid this airlines at any cost.

I am disappointed with a service provided on flight UL503 on 30 October 2022. Our family, myself, my wife, and two our kids have been seated on seats 21D, 21E, 21G, and 21F. Our kids have been seated on 21G, and 21F. When breakfast/lunch serving started, first have been served all kids except our ones. Our kids have been ignored by Cabin Crew, who was serving right hand aisle (i.e. seats 21G, and 21F). When I saw, that right hand aisle cabin crew started to serve adults, I drew the attention of the cabin crew serving the left hand side aisle, that my kids have been ignored. Left hand side aisle cabin crew served my kids immediately. When cabin crew started to serve beverages, my kids again have been ignored by Cabin Crew, who was serving right hand aisle. Then I stand and draw their attention, why they continue ignoring my kids, and serve only rows in front and behind us. They apologies and served my kids with a beverages. Such attitude is unacceptable. Staff on flight UL503 on 30 October 2022 has been unpleased, unpolite, inattentive, careless. Another issue was with In-Flight Entertainment System. Seats 21D, 21E had non-functioning IFE system. I informed about that Cabin Crew several times, they only restarted screens, what doesn’t solve the problem. I said to the Cabin Crew that this action doesn’t help, as I did it many times, and monitors still do not functioning as it should be. They promise to restart IFE on whole 21 row from their side. However it never happened, as well as their promises to relocate us on the seats with working IFE system, as per cabin crew information, they had an empty seats available on that flight. So we got 11 hours flight watching on the company logo in front of us. I couldn’t expect such attitude from the cabin crew.

Hi, Here is my horrendous experience with srilankan airlines dring the travel with my wife and a new born. I have been travelling with srilankan airlines for the last 6 years, but this is the first time have gone through a hell; right through each journey process. Boarding from Chennai and reaching to melbourne, australia. Booking number: 6RTQQM Travel date: 28th sept '22 Issue 1)During the Checkin process : The lady who did our checking was very harsh,rude & strict inspite of seeing us struggling with a new born.Even for 500gm/1kg she stalled us to make remove them from the cabin luggage and only after that she gave our boarding pass.When we talked to her manager (Description: A short, fair, bald guy) he was equally arrogant,saying we wont allow an extra gram as well and not at all accomodative our gentle request (although we put forward our request as its baby essential stuff). When I quoted ,my past experinces with sri lankan airlines were always smooth, friendly and accomodative, the guy replied 'Those days are gone, we just make our rules.If you want to , you can travel else its your choice.' We reached 3 hours before checkin time and because of the drama with the checkin lady and her manager we were stalled in the checkin counter for 2.5 hours and had to rush with the poor new born during the final call. Issue 2)Journey from Colombo to Melbourne: Even before booking this ticket, I had orally confirmed with the sri lankan airlines that since I am travelling with new born infant do they have bassnet seat? To which they happily acknowledged that they have bassinet seat which can be booked 3 week prior to travel;which i ensured and got the bassinet seats 50-G,F.When we entered the flight to melbourne we realized our seats had been wrongly assigned to 57-H,K(Infact I had reconfirmed during the checking process that ours is a bassinet seat from the lady who did our checkin).The flight ground staff came to the flight and acknowledged that it was the airline mistake, but shamelessly told they cant do anything about it and will not give bassinet seats. Also to our face , the ground staff flatly told If you wish they can get down and skip the travel.(How on earth these people have the guts to acknowledge the mistake and also told they wont do anything about it and just waked away.... walked away? Left helplesss) Even if all these inconvenience is for just ourselves, we would still let this go, but what did the poor infant did inspite of the prior arrangements ? So the whole purpose of booking this ticket to travel with bassinet seat was completely defeated!! Can you imagine carrying a new born for 9hrs of flight after having layover of 5+ hrs [Initially our layover was only around 1hr which the airline rescheduled]. (The lady who did our checkin should have purposefully/mistakenly/carelessly should have changed our seat Or how on each can it magically change by itself?) Attached proof of the initial bassinet seat and also the different seats allotted in our boarding pass. I wish the silankan airlines to recover with the tough time they are going through and soar high.But the chances are quite low with these kind of employees and such bad customer experiences. So my fellow travellers/families with babies please have a second thought before booking with sri lankan airlines!!

Sri Lankan airlines helped me with an incredibly stressful situation that a third party flight agency put me in. I was in what felt like an impossible situation and I when I contacted Sri Lankan airlines (via phone), I was met with kindness and understanding. They changed my flights in 13 mins over the phone and sent me my details and confirmations within that period as well. When the SL office couldn’t help me due to my location, they gave me specific instructions on how to call the Australia office and even what to say if needed. The Australian office was equally helpful and fixed the mess that agency put me in within a 13 min phone call. I tried to deal with Air NZ and they refused. 2 hours on hold and no outcome or useful advice. So, thank you Sri Lankan airways for being so helpful and acting with kindness. I am relieved that you took immediate action.

I had Very many bad experiences with Sri Lankan Airlines – The most recent is on July 16th 2022 at Colombo international Airport, I have already Send 2 Emails to Sri Lankan Customer care and few other related Personal but up to now no reply from them – It shows how serious they look at a customer complaint. Below is my E mail to Sri Lankan Date & Time – 16th July 2022 / 16.50 Hrs Place – Colombo International Airport Flight No – UL 103 / Reference No 6TTYRO Customer – Pradeep Amendra Dodampahala Fly Smile No – 603208642 This is to lodge my Complaint against your Ground Handling staff – as the harassed me and declined to checking me even though I had already Check-in online The reason the said was that they cannot Scan the Imuga QR Code Which I have attached for your reference. This QR can be scanned perfectly and your Staff Harassed me for nothing and They were not Helpful and very Rude and I had to ask a Friend outside the airport to redo this for me and which delayed my checking and was under lots of stress. When I produced the new QR code again they did not even look at the new One, So my question is if they did not look at it the second time why they were adamant the first time? It is purely to harass the customers who are paying you the full Payment and we who pay their salaries. The QR code had no Issues but your Staff was incapable of doing the scanning and you don't have good equipment for this. The woman chef with Red saree did not even want to talk to me even though I tried to reach her, and this is the attitude your Supervisors have and which will badly affect the Image of Sri Lanka as a Country. This wasn’t the first instance that I had face bad customer care which was in 2020 March 10th Pre Covid-I could not lodge the complaint then due to Covid situation – also I have many Family and friends who has face similar incidents at Colombo Airport by your ground staff, If you need I can give there Contacts for you to find out more information regarding their story. This behavior is awful and I will not travel with you in the future nor I will not promote you to any of my Contacts as I feel ashamed to have been served this. You should Treat your countrymen with respect and Care and You do not have the Capable Customer care Personal at present and they treat the customers very Bad and as an object without Feelings.

Very dodgy airlines. The airlines canceled the flight and promised a refund. This was on 11th July and today is 23 Sep. I have called over 25 times and sent numerous emails. They owe me over $4000. I have a written response from them that they will refund me the full amount within 25 working days. Every time I call, they tell me that it is in process. This is a sham. Please stay away from this airline.

I wish I could leave less than one star! Cancelled a flight and was advised I would be sent my refund in 25 business days. 3 months later, 20 emails and phone calls and I have given up. One of the people I spoke to on the phone even admitted that because of economic distress Sri Lankan Airlines were just not issuing refunds. If anyone has any ideas of who I can escalate this too, let me know!

There is a reason why Sri Lankan Airways never seems to appear in the top 100 airlines - they are hopeless. The problem isn't the planes or cabin crew its just that when things go wrong they really don't care, its amazing how contemptuous they are of customers. Unfortunately SLA are the only airline that fly's direct from UK to Sri Lanka but do yourself a favour and choose an alternative. It will take a little longer and may even cost a little more, but, trust me, it will be worth it especially if anything goes wrong. Its a real tragedy as Sri Lanka is a beautiful place with great people and they rely on tourism. But as long as their national carrier is as lousy as it is, they will struggle.

NEVER travel with this untrustworthy airline. We have been lied to and deceived by this company. They owe use money and refuse to respond. Our flight times were changed and strangely the arrival time of our connection was 10 minutes later than the departure time of that connection (obviously we were worried). In a rushed phone call 2 days before they told us we had no option but to accept this change (and an extra stoppover in India for fuel). We were promised that the plane would be waiting - it did not. In fact, we checked all the flight tracking websites. Sri lankan Airlines only needed to wait 7 minutes to save us 10 more hours! Not only were we unbelievably late. We were stripped of our boarding passes, sent to a different destination with no explanation of what to do from there and given no food/ drink compensation. There were code shares they could have given us and chose to rerouted us instead. Honestly pathetic actions in the first place but more over just shameless to never respond.

My self and family came on holiday from Canada to Sri Lanka on 24th July 2022 and were scheduled to fly back on Sri Lankan UL0505 (booking ref 4NHFCR)to LHR on 19th August and via Air Canada AC0863 to Vancouver on 19th at 16:10hrs (London time). I received below mail from Sri Lankan on August 10th “Dear Passenger, Sri Lankan Airlines regrets to inform the schedule change on UL505/19AUG. Your flight will depart CMB 0720Hrs/19AUG and arrive in LHR 1535Hrs/19AUG Sincerely, SriLankan Airlines Team On receipt of the mail, I immediately spoke to my agent in Canada who issued the tickets and was advised that Sri Lankan needs to provide me an alternative solution since this was not factored in the ticket and delay is from Sri Lanka sector. At the time I received the mail I was out of Colombo, 11th being a Poya day I had to cut down my trip and came to Colombo on 12th morning to reschedule my flight. My wife and I visited the Sri Lankan office at the World Trade Centre at 9.30am on 12th August, to reschedule my flight since I do not have sufficient time for the connecting flight from LHR (0.35mnts). I was told by the agent Ruwini the delay is due to re-fueling in COK. I was assisted by a trainee staff member who was not knowledgeable and understanding her position. She said cannot help me and since the ticket was issued in Canada and there are no seats in any of the Sri Lankan flights, it needs to be rescheduled in Canada. Subsequently I spoke to the Air Canada office in SL and they too advised that Sri Lankan needs to reschedule my flight. At this point of time another agent by the name Ruwini came to the rescue of the trainee agent and stated that I was supposed to come within 24hrs of receiving the mail. We stated that the mail does not specify this requirement. Moreover, the next day of receiving the mail was a holiday in Sri Lanka (poya day) . She was so arrogant and argumentative the way she spoke to us. Ruwini said she will try to get four seats on the 18th flight however we need to get the tickets issued within one hour. I said it is around 2.00am in Canada. I need to speak to my agent in the morning. She was not willing to accommodate, with no choice I had to wake my agent and speak, he said that he needs to check with Air Canada office in the morning and agent spoke to Ruwini in our presence and requested to hold the booking for 24hrs which she did not agree and said the system will automatically cancel the booking after one hour. My agent spoke to the Air Canada 24hrs helpline and they also said the tickets can be issued only once the office is opened in the morning. I was left with no choice, no alternative given, Ruwini instructed me to call the Sri Lankan call center on 1979 every hour and confirm the booking, which was not practical at all. I tried calling the given no and had to wait on hold for a minimum of 45minutes, spoke to an agent called Stefan and then another 30 mins to get it confirmed. When I called the second hour at the same wait time and when I spoke to an agent the booking was deleted/cancelled and I was not able to use the ticket to fly back. Since I did not have a choice and had to get back to Canada to report to work, I had to pay an additional CAD5200 and purchased four tickets through my agent. I seek financial compensation for the loss and mental trauma myself and family went through due to the fault of Sri Lankan Airlines. If no settlement is received, I will take this matter with the higher ups and on social media. I will also advise the Sri Lankan community in Canada regarding the service and to think twice prior to flying on Sri Lankan. With such poor customer service and unprofessional staff assisting customers I am not surprised why the Airline is making such losses.