SriLankan Airlines Official Omdömen 

Extremely disappointed with the staff at Gate 9 for SriLankan Airlines flight UL503 on 29 June 2026 (12:10 boarding). The baggage check was handled unfairly, with obvious favouritism towards some passengers. My hand luggage was only 1 kg over the limit, and I wasn’t even given the option to pay for the excess. I was simply told “no.”

The lady in the dark blue saree was very rude, disrespectful, and lacked basic customer service. The two gentlemen at the boarding gate also appeared to treat passengers differently. As a paying customer, I expected professionalism and respect, but instead I left feeling humiliated. SriLankan Airlines should investigate the staff on duty at Gate 9 that day. After this experience, I will think twice before flying with this airline again.

Dire booking experience. Four attempts, stored information not retireved multiple bot challenges cannot change incorrect stored information. Airport experience similar. If you travel to India usually they use a downstairs cupboard as the gate. Standing room only. So sad such a nice country. Anyone with talent tries to leave. IT morons left behind.

My experience flying with SriLankan Airlines from Heathrow to Madurai was extremely disappointing and frustrating. From the beginning of the journey, the service fell far below my expectations. The staff were unhelpful and lacked professionalism when dealing with passengers. Communication regarding flight procedures and passenger assistance was poor.

The flight experience itself was uncomfortable. The cabin appeared poorly maintained, the seating was not comfortable for a long journey, and the overall service quality was disappointing. The food served was below average, and there was little attention given to passenger comfort throughout the trip.

The transit and baggage handling process was also frustrating, causing unnecessary stress and inconvenience. Instead of enjoying my journey, I spent most of the time dealing with avoidable issues and poor customer service.

Overall, this was one of the worst airline experiences I have ever had. Based on my experience, I would not choose SriLankan Airlines again for future travel, and I would not recommend it to friends or family. There are many other airlines that provide better service, comfort, and reliability.

Unverschämt!!!

Die eigentliche Gepäckverspätung war ärgerlich, aber so etwas kann bei jeder Fluggesellschaft vorkommen.

Was mich wirklich enttäuscht hat, war der Umgang von SriLankan Airlines danach.

Unser Gepäck wurde verspätet ausgeliefert, wodurch wir für eine fünfköpfige Familie notwendige Ersatzkäufe tätigen mussten. Nach langem Schriftverkehr hat SriLankan Airlines den Anspruch schließlich anerkannt und selbst einen Vergleich angeboten.

Diesen Vergleich habe ich akzeptiert. Die von SriLankan Airlines geforderten Unterlagen – unterschriebene Freistellungserklärung, Passkopie und Bankverbindung – wurden vollständig eingereicht.

Seitdem herrscht jedoch weitgehend Funkstille.

Trotz mehrfacher Nachfragen über viele Wochen hinweg:

* keine Auszahlung,
* keine nachvollziehbare Statusinformation,
* keine konkrete Aussage zum Zahlungszeitpunkt,
* keine erkennbare Kundenorientierung.

Besonders enttäuschend ist, dass es inzwischen nicht mehr um die ursprüngliche Gepäckverspätung geht. Der Fall war bereits geklärt. SriLankan Airlines hatte selbst einen Vergleich angeboten, der von uns angenommen wurde. Trotzdem wird die Angelegenheit nicht abgeschlossen.

Für eine nationale Fluggesellschaft ist ein derartiger Umgang mit Kundenbeschwerden und vereinbarten Erstattungen aus meiner Sicht nicht akzeptabel.

Sollte die vereinbarte Zahlung noch erfolgen und der Fall ordnungsgemäß abgeschlossen werden, werde ich diese Bewertung selbstverständlich entsprechend aktualisieren.

Not even worth a single star. My experience was extremely disappointing. My elderly mother and I arrived at the Colombo airport more than three hours before our scheduled flight, yet we were denied boarding stating flight was full and left waiting for hours with little communication. Despite requesting wheelchair assistance in advance, the situation was handled poorly and without empathy.

What concerned me even more was witnessing other passengers facing similar difficulties. I observed an elderly transit passenger travelling onward to London who appeared confused and required assistance. At one point, I felt compelled to stay with her and help until arrangements were made, as she had difficulty walking and seemed unsure of what to do. I also met another passenger whose journey to Kochi had been disrupted and who was reportedly rerouted through another city.

The counter staff's attitude was unhelpful, and the manager's response was disappointing. While alternative arrangements were eventually provided, the lack of communication, poor customer care, and inadequate support for vulnerable passengers created a stressful and upsetting experience.

Based on my experience, I would advise travellers with elderly parents, young children, or passengers requiring special assistance to carefully consider their options. I am still unclear about the basis on which boarding was denied despite arriving well in advance of the flight. The entire ordeal was exhausting, stressful, and turned what should have been a straightforward journey into a nightmare. International airlines should treat passengers, especially elderly travellers and those requiring assistance, with greater respect, professionalism, and compassion.

Stay Away From Booking Directly with SriLankan Airlines

I booked a Business Class ticket directly with SriLankan Airlines. After the airline made a significant schedule change, I exercised my right to a refund and submitted my request more than 35 days ago.

Since then, I have sent over 10 emails, made multiple phone calls, provided the information requested, and received repeated assurances that my case was being reviewed. Yet no refund has been processed and no meaningful update has been provided.

As a Business Class passenger, I expected at least basic customer service. Instead, I experienced complete silence, endless delays, and zero accountability.

The lack of response has left me with no option but to escalate the matter to the relevant European aviation authorities and pursue other remedies.

1. The inflight entertainment did not work, despite the crew's attempts to reset it.
2. My tray table was broken and the crew advised me to put the pillow (plus the one from the spare seat next to me) across my lap to rest the table on to prevent my meal from slipping forwards onto me!

The crew's solution to all this was to move me to another spare seat. As my two other travellers and I had PAID in advance to sit together, I was reluctant to move.

3. I read a whole book from cover to cover and then in absolute boredom on this daytime flight, decided to watch the screen for spare seat 29E, but this was not an ideal viewing position and the headset had only one speaker working!

We had travelled out in Business and this Economy experience was an awful 11+hours. I think the least they could do is apologise and return the money we paid for the reserved seating.

Very disappointed in that although I have a case number, there's still no response after 3 months olf trying!

Generally I dnt fly Sri Lankan unless in rare cases and I’ve always had bad experience but this time…

I’d like to express my sincere appreciation for one of your cabin crew members, Chithmi, who worked on my recent flight from Melbourne to Colombo. 12th June 2026 UL605

I travel frequently and usually fly with other international carriers, so this was one of my first experiences with SriLankan Airlines in a long time. I’ll be honest — I wasn’t expecting what I got.
Chithmi was remarkable. She checked on passengers consistently throughout the flight, helped elderly travellers with blankets and water without being asked, and made sure every Sri Lankan heading home was welcomed with a warm cup of Ceylon tea. That small gesture said everything — it wasn’t just service, it was genuine care.
When I asked for an extra meal, she went out of her way to find one for me. And at the end of the flight, she still had that same warmth and smile she carried from the very beginning.
In all my years of flying, I have rarely come across someone who combines professionalism and genuine human warmth at that level. She made me feel looked after — not just as a passenger, but as a person. I haven’t felt that cared for on a SriLankan Airlines flight in a very long time.
Chithmi is a rare find and a true ambassador for SriLankan Airlines. I hope this recognition reaches her and the entire team. She deserves every bit of it.
Thank you. 🇱🇰

Very bad experience customer service for cancellation ticket and refund
World no 1 cheating airline

Extremely disappointed with SriLankan Airlines’ customer service.

I cancelled my ticket within 24 hours of booking and was informed by their customer support that I was entitled to a full refund. Despite this, EUR 145 was deducted from my refund without any valid explanation.

What is even more frustrating is that I have been trying to resolve this issue for over five months. I have sent multiple emails and follow-up requests, yet I have received little to no response from the airline. The lack of communication and accountability has been unacceptable.

As someone who works hard abroad to earn a living, every euro matters. It is disappointing to see a major airline show so little regard for its customers when handling legitimate refund claims.

I expected much better from SriLankan Airlines. Until this matter is resolved, I cannot recommend their customer service based on my experience.

Terrible service. I was waiting to get a compensation for my broken luggage over one month.
Non of the responsible people are not responding for e mails or anything.

It’s worth over 120 £ which they approved 64 usd as compensation.
However, I haven’t received it yet.

Shameful service.

I returned to England on January 5 and immediatlely sent an email to Customer Services complaining about various matters on both the outward and the return flights. Beyond an acknowledgment and being told that I would hear from the airline within a certain number of days, I have heard nothing further. In the meanwhile I have emailed customer services at least 4 more times. I heard nothing. Then I emailed the CEO and still heard nothing. Pretty poor service and not even an apology. My complaints were as follows
UL 504 20 Dec. Seat 7A (Business class)
UL 503 5 Jan Seat 2K (Business class)
I was not happy with either flight as follows
Outward
The plane was freezing
A panel at my feet kept falling off and getting in my way
The television was not working properly and there were lines through the picture
The chief steward came round at the start of the flight and introduced himself. This seemed to augur well but that was virtually the last one saw of him. Every time I visited the toilet, he was sitting down and on his mobile phone while the women did the work. Perhaps that set the tone for the stewards whom one of my companions correctly described as brusque
Snacks - I thought these were supposed to be available but they were never offered.
Return
In the lounge, the hot meal service and adjacent counter were shut down for at least half an hour for a meal change. Too long a shut down
The plane was slightly warmer
The television was a complete disaster. While watching a film I saw the notice about waiting and your entertainment will be restored shortly at least 12 times and that was AFTER I began counting. At first I thought it related to all screens and then realized that other people's screens were working as they should. When I turned to a half hour TV programme the interruption occurred 3 times. All very unsatisfactory

SriLankan Airlines cancelled my flight on [28th of March] and has failed to issue a refund after 2+ months. Despite repeated follow-ups, I received no resolution and was forced to file a credit card dispute. If there 0 star I would've given it to them. They don't respond to emails and looks like they didn't want to process the refund. Please be aware and avoid this airlines.

I wish to formally express my dissatisfaction regarding the handling of my missing baggage claim by SriLankan Airlines under reference AHL – MAAUL34886 / Ref 152670.

Despite repeated correspondence and submission of the requested information, the matter was handled with a concerning lack of transparency, professionalism, and customer accountability. The responses received were largely repetitive in nature and failed to address the substantive concerns raised regarding the actual value of the lost baggage and the inconvenience caused.

Most notably, the airline unilaterally declared the matter “final and binding” without providing a detailed justification for the compensation assessment or offering a meaningful review process. Such an approach reflects poorly on the standards expected from an international carrier entrusted with passenger property and customer care responsibilities.

The communication process demonstrated limited willingness to engage constructively or escalate the matter to an authorized decision-maker for fair reassessment. The compensation proposed appears inadequate in relation to the documented loss and the disruption experienced as a result of the incident.

Passengers reasonably expect transparency, procedural fairness, and responsive customer service when legitimate claims are raised. Unfortunately, my experience with SriLankan Airlines in this matter has fallen significantly short of those expectations.

I sincerely hope the airline undertakes improvements in its baggage claim procedures, customer relations practices, and dispute resolution standards to prevent similar experiences for other passengers in the future.

Was denied check in because flight is full. Uncomfortable flight. Very bad experience.

I would give this experience 0 stars if I could.

I flew from Colombo to Sydney on SriLankan Airlines and it was one of the worst customer service experiences I have ever had. 

We had specifically paid extra to select seats at the front of the aircraft. During boarding, we were called up by cabin crew and asked to move seats to accommodate another passenger. The way this was handled made us feel extremely pressured to agree, as the passengers involved were standing directly behind us during the conversation.

We agreed in good faith after being assured we would receive an entire row to ourselves. That promise was not honoured.

Instead, we were moved to the back of the aircraft into significantly worse seats with fixed armrests and passengers on both sides. We lost the comfort and seating arrangement we had specifically paid extra for, despite trying to assist the crew.

To make matters worse:

* my in-flight entertainment audio did not work,
* cabin crew were dismissive and unhelpful when concerns were raised,
* the flight arrived into Sydney approximately an hour late,
* and the overall handling of the situation was extremely poor.

The most disappointing part is that I formally contacted the airline over two months ago requesting resolution and have since sent three additional follow-up emails with absolutely no response.

Completely unacceptable customer service and a very disappointing experience overall.

Worst ever airlines, you cannot plan your trip based on them, your travel plan will be in total chaos, pls don’t book thro them..give some extra penny and book thro different airlines..

Avoid srilankan airlines at all costs, awful plane, needs updating, rubbish service! Our original flights with Qatar via doha got cancelled, had to pay an extra £800 to go srilankan airlines via sri Lanka and on the way out it wasnt great, barely any service (wouldnt come to the attentionbuzzer), tvs kept crashing, terrible food but then the 11.5 hour journey home was a journey from hell! Both mine and my husbands tvs didn't work they wasted 4 hours keep telling us to reset them *by this point 2 others had taken the last empty seats as their tvs also didnt work), then said the manager was going to reset them, no apologies, no customer service, felt like a second class citizen and then they basically said there was no other seats available with a tv working and nothing they could do, my poor husband has adhd and not a great flyer but we muddle through but then to be told it was basically tough and nothing they can do, my husband managed to move to a seat somebody wasn't using the TV but meant we were split up and then I had to do the remaining 7.5 hours staring at a blank screen, will never fly them again and want to warn others. Then to add insult to injury i brought 3 hours wifi to play on my phone, they then took my money online and out of my bank but the WiFi didnt work, when I finally managed to get somebodys attention they said there was no WiFi and as I hadn't received a text they wouldn't refund even though i showed the bank transaction, absolute joke

I had a very disappointing experience with SriLankan Airlines regarding a cancelled return journey (Booking Reference: DSAH7C).

My return flights from Colombo to Dubai were cancelled multiple times (28 Feb, 08 Mar, and 12 Mar 2026) without proper prior notification. Each time, we had to repeatedly contact customer service ourselves to find updates, as no proactive communication was provided.

Due to the repeated cancellations, we had no choice but to arrange our own return travel at additional personal cost.

Since February 2026, we have been requesting a full refund. Despite multiple follow-ups, we have only received generic responses about escalation, with no actual refund timeline or confirmation to date.

While operational challenges can be understood, the lack of communication, accountability, and resolution over several months is unacceptable.

I hope the airline improves its customer communication and refund handling process for future passengers.

I was offered neighbouring seats at a cost... I paid and half hour before flight I got emailed that it was cancelled.

food was disgusting

and to top it off, they did not check my bag through to Hobart despite my asking 3 times that was the case..
I now have to drive to airport to get it

they answer emails up to 3 weeks later..

AVOID