SriLankan Airlines Official レビュー 

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.

the severe damage to my checked baggage during my recent flight with Sri Lankan Airlines. I was travelling with my family from Chennai to Doha via Sri Lanka on 19/08/2026. Flight Details: * Flight Number: UL 128 MAA to CMB and UL 217 CMB to DOH * Departure / Destination: Chennai to Doha * Date of Travel: 19/08/2026 * Baggage Tag Number: 0603 UL 249685 and 0603 UL 249690 Upon arriving at Doha and retrieving my luggage from the baggage carousel, I discovered that my suit-case was damaged beyond repair. Specifically, the outer hard shell is cracked open and one of the wheels has been completely ripped off. Before checking in at Chennai, my bag was in excellent, fully functional condition. The level of damage sustained during transit indicates negligent handling. As per the Montreal Convention guidelines for baggage destruction or damage, I am requesting full replacement or reimbursement for the damaged luggage.

I am a Sri Lankan student studying in Germany, and I am incredibly frustrated and disappointed with Sri Lankan Airlines. Their so-called "student promotion" is an absolute scam designed to trick students into booking with them.

According to their website, the only requirements for the student promotion are purchasing a ticket directly from their official site and having a valid student status. The site also promises a decision within two working days. When those two days passed with zero communication, I had to chase them via email just to get them to start processing it. After jumping through their hoops and providing all my student documents, customer support denied the promotion because my itinerary includes a flight with a third-party airline.

This hidden criterion was never mentioned anywhere when I was applying. It is incredibly unfair and deceptive, especially considering I am flying 21 hours and 40 minutes with SriLankan Airlines and a mere 1 hour and 45 minutes on the other segment. When I pointed this out and asked if they could at least apply the promotion to my arrival flight, which is a direct SriLankan Airlines flight. The customer support completely ghosted me and stopped replying to my emails altogether.

This entire backward process is a massive waste of both employees' and students' time. Other airlines verify your status and apply student promotions right away during booking, rather than dragging both parties through a tedious, manual email chain just to find excuses to deny the discount at the end.

As a Sri Lankan and a customer, I expected much better from our national carrier. Do not fall for their fake student promotions. They are just using it as bait to get your money before leaving you in the dark.

Cancelled the ticket within 24 hours. Its been nearly 4 months and I escalated through multiple channels, no action so far except the useless replies. The ticket is still active. This appears to be the fund raising strategy of the airlines. I feel that the airline is counting the days before collapsing.

Extremely Disappointing and Unethical Experience

One of the worst airline experiences I have ever had. Extremely poor business ethics and absolutely terrible customer service.

We booked our flights months in advance, only for the airline to cancel our flight just days before departure. We were told that we could be rebooked onto the next available flight, but when we tried to do so, we were told they could not complete the rebooking because of a “system error.”

We called again the following day, only to be told that the alternative flight was now fully booked. We were then pushed towards another flight that was clearly not what we had originally booked or planned for.

At that point, we requested a full refund, which should have been a straightforward and reasonable request given that THEY cancelled our original flight. Shockingly, we were initially told that we could not receive a full refund.

The entire experience felt incredibly unfair and frustrating. From a customer's perspective, it is difficult not to feel that flights are being cancelled and passengers are being shuffled onto other flights for the airline's own operational and financial interests, while the inconvenience and cost are simply dumped onto paying customers.

If an airline allows customers to book flights months in advance, it has a responsibility to honour those bookings or provide a proper alternative when it cancels them. Cancelling a flight days before departure, failing to rebook passengers due to your own system problems, then claiming the replacement flight is full, and finally making customers fight for a refund is completely unacceptable.

This was not just an inconvenience. It completely disrupted our travel plans and created unnecessary stress and uncertainty at the last minute.

Terrible service. Poor communication. Poor handling of cancellations. Extremely disappointing customer treatment.

I would strongly think twice before booking with this airline again. Customers deserve much better than this.

I've flown with SriLankan Airlines for over 30 years, and this shambolic experience has destroyed any loyalty I had left.

I booked a flight through their website, and their own online form has a character limit that cut off part of my name mid word. This was entirely their system's failure. It simply didn't allow enough characters to enter my legal name in full. Yet somehow, this becomes my problem to fix.

Trying to get this corrected exposed a customer service operation that is, frankly, not fit for purpose:

WhatsApp "Chat with an Agent" — a joke. Messages sent, met with total silence.
Emails — ignored every single time. Don't bother.
Phone lines — practically inaudible, and calls go absolutely nowhere.
Ask to speak to a manager or supervisor and you're fobbed off with excuses that they're "busy." Insist, and you'll be left on hold for 10 minutes only to be handed back the exact same excuses, with nothing resolved.
After all that, the "solution" I was offered was to pay $25 to fix an error their own system caused.

This isn't customer service. It's a stonewall, dressed up to wear you down until you give up. Charging loyal, long standing customers to correct their own booking system's failure is nothing short of a scam, and it says everything about how little this airline values the people who've kept it in business for decades.

For a national carrier that claims to be a major international airline, this standard of customer service is simply not acceptable. An airline of this stature should be held to a far higher standard than this.

I'm relieved British Airways will soon be flying to Sri Lanka directly. After 30 years, I am done with SriLankan Airlines. Never again.

Absolutely unacceptable customer service from SriLankan Airlines.

My flight was cancelled by SriLankan Airlines on April 24, 2026, and I immediately submitted a formal refund request. More than three months later, I still have not received my money.

Despite having an official refund reference number and repeatedly trying to follow up, there has been no proper resolution, no clear refund date, and no acceptable explanation for why a straightforward refund for a flight the airline itself cancelled is taking this long.

Holding a passenger’s money for months after cancelling their flight is completely unacceptable. Customers should not have to repeatedly call, email, chase different departments, and escalate complaints simply to receive money they are owed.

This has been an extremely frustrating and disappointing experience and has seriously damaged my trust in SriLankan Airlines. Based on the way my refund has been handled, I would strongly hesitate to book with this airline again.

I will update this review if and when SriLankan Airlines finally resolves the matter.

I flew LHR/CMB round trip and had a really positive experience. All the crew I encountered were friendly and charming and I really enjoyed the food, 3 choices in economy is unheard of, and the salmon choice was an actual salmon fillet. My screen didn’t work both ways but wasn’t an issue for me as I always download my own content and read. But I can understand others frustration if they’re not prepared. Also whenever I asked for extra drinks between services this was never a problem and I loved how engaging the crew were and happy to chat. The only thing I didn’t understand was that on the return to London the 2nd service was done 5 hrs before arrival. Both flights left on time and arrived early.

Is there any option to give them zero star? They are the worst airlines I have ever seen. Unprofessional, lack of coordintion and sadly-lack of common sense. I dont want to write the details, as this will be waste of my time; in addition to last 24 hours time waste due to their flight delaying.

I am extremely disappointed with the way this airline handled my baggage. My luggage was damaged during the journey, and despite reporting the issue and providing the necessary details, the airline has refused to provide fair compensation.

What is most frustrating is not only the baggage mishandling itself, but also the way my complaint has been handled. I expected the airline to take responsibility and provide a reasonable solution, but instead I was left feeling that my genuine concern was not taken seriously.

Passengers trust airlines to handle their belongings with care. When baggage is damaged due to mishandling, the airline should take responsibility and treat the customer fairly.

Unfortunately, based on my experience, I cannot recommend this airline. I hope the airline reviews its baggage-handling procedures and customer service approach so other passengers do not face the same situation

I rarely leave negative reviews, but my experience with SriLankan Airlines has been extremely disappointing.

I requested a refund almost **four months ago**, and despite numerous emails and follow-ups, I still have not received my money. What's even more frustrating is that the airline has repeatedly failed to tell me how much I am actually due to be refunded. Every time I ask for an update, I am simply directed back to the online process with no clear answers or timescale.

The lack of communication and customer service has been unacceptable. As a customer, I expected transparency and timely updates, but instead I have been left chasing for months with no resolution.

I have now had to escalate the matter to the UK Civil Aviation Authority.

Based on my experience, I cannot recommend SriLankan Airlines. I hope they improve their customer service and refund process so that other passengers do not have to go through the same experience.