SriLankan Airlines Official Omdömen 

I had a flight cancelled by the airline RUH to CMB and i tried the local office no one answers the call and goes to voice mail, i tried the global line and i get the message call cannot be connected to this number +94117 77 1979, the only way to connect is through chat but they take an hour to respond after each message and one time took 5 hours to respond.

it has taken 1 hour per response, the previous time the agent ended the chat because i was away for 7 minutes, the previous time it took 5 hours to respond to my query on whether my flight was cancelled.

I’d rather have a 6 hour lay over than fly with Sri Lanka airlines again. The flight london to Colombo was initially stifling then freezing, nothing they can do apparently. The chairs were the worst I’ve ever sat in and I’m 5.4 ft I felt crammed in like a sardine. Both my partner and I left with really bad backs too. All 3 of my family and I had glitchy entertainment screens that randomly rebooted, jumped back and forth in films and mine just shut down completely with 2.5 hrs to go. Coffee was swerved a good hour after all our meals meaning we’re all sitting waiting for trays to be cleared when we just wanted to attempt to sleep. The evening chicken curry was nice but not sure what they attempted to cook for breakfast but it definitely wasn’t an omelet! Staff were sullen and plane was the noisiest I’ve ever been on. Only chose because they were the only ones to fly direct. In future I’d rather have a long lay over with my small child than spend another hour with them. Unfortunately I still have to use then home which I’m not looking forward too.

I haven’t even got on the flight yet and I’m dreading it, they cancelled my connecting flight but didn’t tell me only found out when I went to check in. Then they told me it’s been rescheduled but don’t know when so iv been waiting and keep calling to be told something different by everyone I speak to. As it stands I’m flying to Colombo with no idea when my connecting flight will be

The worst airlines ever I have emailed them about a complaint, and they acknowledged the case 9 months ago and they havent replied yet but theses idiots say we'll reply in 12 business days

Extremely Poor Customer Service and Unfair Charges – SriLankan Airlines
My experience with SriLankan Airlines has been extremely disappointing, and I will never fly with them again.
My parents’ flight from London to Colombo, scheduled for 8 September, was cancelled without any communication or notification. After numerous calls to an extremely unhelpful and incompetent call centre, an alternative flight was eventually arranged for 14 September.
However, despite rebooking the flight, SriLankan Airlines failed to arrange seats for my parents. As they are elderly, sitting next to each other was essential. After repeatedly contacting the call centre, I was advised to book the seats online, where I was required to pay an additional fee. With limited seats available and no meaningful assistance from the airline, I had no choice but to pay for the seat selection to ensure my parents could sit together.
I contacted the airline again to explain that I had booked and paid for the seats myself because they had failed to arrange them during the rebooking process. Despite this, my request for a refund was refused. I also emailed the refunds department, but conveniently, they waited until after the flight had departed to respond. The following day, I received an email stating that the refund could not be processed because the flight had already departed.
I have now spent over a month emailing various departments, yet nobody seems willing to take responsibility or resolve this issue.
While I understand that compensation may not be payable in every situation, I expect an airline to communicate cancellations properly, provide suitable alternative travel arrangements, and treat passengers fairly. Charging additional fees to resolve a seating issue arising from the airline’s own rebooking process, and then refusing to refund those charges despite being contacted beforehand, is unacceptable.
The complete lack of communication, the endless calls, the unhelpful customer service, and the refusal to resolve a straightforward refund request demonstrate a shocking disregard for customers.
I genuinely hoped that things had improved at SriLankan Airlines, but this experience suggests otherwise. What should have been a straightforward journey for my elderly parents turned into an unnecessarily stressful and frustrating ordeal.
I am extremely disappointed with SriLankan Airlines and would not recommend them to anyone. I will certainly not be flying with them again.

The airport service was extremely unprofessional and disappointing.
Our confirmed seats were allocated to other passengers without a proper explanation.
The staff member handling our case misled us at the boarding gate.
His attitude and behavior were completely unacceptable and lacked basic professionalism.

Dear Sir / Madam
I would like to feed back during check counter in Sri lankan Airlines check counter counter 8 that femal lady was very rude also
Very unprofessional staff on the counter there is no courtesy staff are very rude ... we were travelling last 30 years in different flight ✈️.. i was chosen sri lankan after 10 years ..
Staff are not dedication service.. next time I will not travelling sri lankan airlines...
Also they are not flexible for baggage 01 kilo even they want to change...which is horrible .. i was travel from riyadh i had a 2 kilo extra .... Riyadh airport Saudi girl smile and enter my bag ...its a super service then to our nationally people's.are very worse and Saudi nationally staff very humble smiling face well courtesy they greet very well said safe flight. Our national carrier ground and checking counter staff not pleasant communicate with passenger ...
In sri lankan counter that female very bad service
Please teach and guide them..
I m a head of Sales
Baraka Investment company saudi arabia ..
Also riyadh sri lankan communicate team member I will cascade this msg to them ... even I will take this rude case to sri lankan embassy Riyadh.. to complain just nothing checking counter lady took 17.000 rupees nothing just for 02 kilo acces baggage...
Sri lankan airlines authority pls kindly looking on this matter feed back to me
My number 00966 546027098
Mohamed Ariff Mohamed Nazar
Head Of Sales- KSA/ bahrain
Travel details as follow.
05.10.2026
CMB to RUH. UL 265. Departure from cmb 18:15 but it was delayed 01 hours 19.15.. very disaster for the day
Ticket no 6032115857082
Seat No 39 A n C
Thank you
Nazar ..

I was scheduled to fly to Colombo on September 08. However Heathrow was closed on that day due to Air traffic issue, When I called Sri Lankan Airlines call centre on 9th morning they told me my original (8 Sep) flight was rescheduled on 09 September at 15:00. However, when reached the airport the rescheduled flight (09 September, 15:00) was also cancelled with no information or any form of communication from Sri Lankan airlines stranding many passengers including many families with kids at Heathrow.

There wasn’t a single email, text or phone call from Sri Lankan Airlines about the cancelled or rescheduled flight and the call centre wasn’t even answering phones stranding many passengers at Heathrow causing stress and anxiety. It was only when Sri Lankan airlines Heathrow ticket office was opened on evening of September 09th at Terminal 3, they initially offered to reschedule the original 08 September flight for September 13 and after several hours gone by they offered the remaining passengers stranded at Heathrow including myself a alternative flight with Emirates to Colombo the same day (09 September) night, thank you Sri Lankan Airlines Heathrow T3 ticket office staff for solution.

During the entire process there wasn’t a single, phone call, email or text message from Sri Lankan airlines which shows the poor level of customer service and poor professionalism.

My return flight to London on 28 September clearly showed the poor standards and attitudes of the cabin crew, Firstly, most of them didn’t seem friendly or welcoming towards passengers. For example, many was only visibly rushing during meal service and pre landing and not visible most of the time with rare occasional walk around offering water in small plastic cups. Furthermore, when I requested 2 times an apple juice from same senior crew member she just ignored me and even when collecting the food tray just ignored and passed by. Most of of them seemed lacking the typical Sri Lankan friendly and welcoming hospitality and professionalism but rather seemed frustrated or tired.

On positive side the Flight itself was good with smooth landing and great job by the flight deck crew.

As someone who frequently flies Emirates and British airways, I could clearly see the sub standard and mediocre service of Sri Lankan airlines.

The ground staff are not professional at all , No one knows the procedure of taking money on excess luggage,
From one counter to the next counter keep sending passengers, the ground staff at the counter s could not take money, wait for the head of the department come and collect the cash 😡😡
Then the tag s forgotten, crazy and telling the staff off , looks and sounds unreal, unprofessional, very sad to watch and experience from Sri Lanken air ways ground staff .
Harassing passengers asking very rude questions just before boarding,
Very painful to watch this happen.
We fly Sri lanken air ways to support Sri Lanka but next time I would think twice before buying tickets !

Apart from that
Air hostess are extremely helpful with the whole journey, Must give credit for them , very satisfied with them ♥️💐

Very bad experience. Hopeless staff, misleading information. Please don’t fly by this airline.

Compagnie la plus minable que j’ai pas connu. Retard à l’aller comme au retour avec un avion très vieillissant: pour 13 h de vol pas de repose pieds et pas de tablette fonctionnelle. Vol aller et retour avec les memes dysfonctionnement c’est sur realiste Les sièges et appui têtes dans un état tout aussi minable.les usb ne fonctionnent pas impossible de charger le téléphone Et la nourriture est bas de gamme et très rationnée. Je ne recommande pas du tout et je ne voyagerai plus avec cette compagnie . Même le personnel au sol a colombo n’est même pas au courant de la politique bagages avec Air France pour la correspondance. Hôtesse pas très éveillée. Pour couronner le tout il m’ont fait rater ma correspondance

Very disappointing experience with SriLankan Airlines, mainly because of how our flight disruption and subsequent complaint were handled.

Our original flight was cancelled and we were rebooked onto another service, which resulted in a long overnight transit before our onward flight.

Before travelling, we contacted SriLankan Airlines several times to clarify what would happen during the long layover. During those calls, we were repeatedly told that accommodation, meals and ground transport would be provided. One of the staff members even asked whether we preferred one queen bed or two separate beds, which gave us every reason to believe accommodation had been arranged.

Later, however, SriLankan Airlines advised that no accommodation would be provided and acknowledged that the information given to us during the earlier calls had been incorrect. This was extremely frustrating, particularly because we had planned our journey based on those assurances.

We had also chosen to remain on the rebooked itinerary because we were travelling together with family, including two children, and had onward travel and work commitments. Alternative routings suggested later would have disrupted those arrangements considerably.

The complaint process afterwards was even more disappointing. The matter had to be escalated to the relevant civil aviation authority, and there were multiple email exchanges before SriLankan Airlines properly addressed the concerns. The airline also confirmed that the relevant call recordings had been reviewed, so there was a clear record of what had been communicated to us.

The issue for us was not simply a cancelled or delayed flight. Flight disruptions can happen. The bigger problem was being given clear assurances by airline staff, making plans based on those assurances, and then later being told that the information was incorrect.

Based on this experience, I would be very cautious about relying on verbal information provided by SriLankan Airlines' customer service. If something important is promised regarding accommodation, meals, transport or disrupted travel arrangements, I would strongly recommend getting it confirmed in writing.

Unfortunately, the way this situation and the subsequent complaint were handled has seriously affected our confidence in travelling with SriLankan Airlines again.

We didn't receive the extra legroom seats we booked for our trip in April and we are still waiting for them to come back to us regarding the refund.

They initially responded to emails to apologise and to say my refund would be processed but they've just stopped replying to me at all now.

Absolutely terrible after sales customer service and the customer service on the flight itself wasn't great either.

I wouldn't fly with them again.

SriLankan Airlines cancelled my confirmed flight UL307, completely disrupting my trip. I had already paid for my hotel and other arrangements, and I’m now facing almost $800 in losses because of their cancellation. The replacement offered was also impractical, with an overnight layover. Very poor service and extremely disappointing customer support.

The crew on our return flight to London on the 11th of September at 8pm, particularly Thenujana and Thanuja were not up to the standard you would expect from an international airline. They were very rude and not helpful at all. They were giving my mom a hard time, even some some other passengers noticed it.

We have 2 children (3 and 1) and when we needed to return the food trays, they were rude and didn't help is taking them away, whilst other airlines would do anything to help a family.
They don't smile and always had a grumpy look.
I felt there was the old style racism towards local passengers and treating foreigners differently.

If Sri Lankan airlines to be a quality global airline, the above issues needs to be addressed as soon as possible and proper training should be given.

And finally, I would like to say Sachith was excellent in helping us and very polite, something you would expect from an international airline. I hope the airline would reward him for being an excellent example of a crew member.

I have been trying for 3 days to use the FlySmiLes Miles + Cash option to make a booking, but the website keeps showing a “Something went wrong” error when I try to pay.

What made this even worse was the customer service. I called three days in a row, and every time I spoke to a different person, I was given different information and different explanations. Nobody seemed to know how to actually fix the problem or provide a clear solution.

I have wasted hours of my time chasing this issue, only to be passed around and told different things every time. If you offer a miles redemption system, it should actually work—and your customer service team should at least be able to give customers a consistent answer when it doesn't.

i have flown lot if times and have vouchers worth a lot of money in one world but they dont honour their vouchees, because of their attitude I refuse to fly one world and will never visit Sri Lanka. the government should get involved to sort out such issues because if the airline, otherwise tourists will never go

We had issues with food, the entertainment not working and a child showing as an adult so we were unable to upload api, check in online etc. Lodged a complaint at the start of April detailing all the various issues we encountered and they have still not bothered to respond, despite repeated follow up. Poor pre-flight, during the flight and post-flight with zero customer service. Avoid if you can.

My family experienced very poor service with Sri Lankan airlines. Awful communication when flight had to be landed in Frankfurt instead of London due to the air control issue. The hotel issued to them was 3 hours away from the airport. It's absurd such measures are taken for cost saving purposes.