SriLankan Airlines Official Reviews 355

POOR MEALS UNFRIENDLY CREW!
Fourth flight - never again. Food choice was monotonous. Staff very unfriendly walked passed with trays of water but did not stop to ask if we would like!
BA next time !!!

Without a shadow of a doubt , this was the worst airline we have ever experienced. The aircraft are terrible, pretty much every thing in the cabin around the seating area was broken and the interior just had a look of neglect, it really made you question if they took no care of the interior, what do they do when it comes to mechanical attention. The cabin crew were indifferent and disinterested in the customer experience, and don’t bother trying to raise issues with their customer service centre as they are equally dismissive. An experience never to be repeated. They may be one of the only airlines to offer non stop to Sri Lanka but believe me you don’t want to spend 12 hours with them

I have been travelling to Sri Lanka with Sri Lankan airlines for years. I've been to Sri Lanka 14 times, it's my favourite place and I tried to go there once, twice a year, but I'm really disappointed with Sri Lankan airlines at the moment, this is because I went to book a flight the other day, the days after the war started with America & Iran. The flights were £668. I wanted to check a few dates out to see if my friends could accommodate me, and then I was going to book the flights the next day, well, the next day the flights went up £1000 to over £1600 odd, but TONIGHT after endless searches for flights they're 2 1/2 thousand pounds.!! 😡 I think it's an absolute disgrace to put your flights up over £2500 just because America is at war with iran, well, you've alienated me as a Customer and I will never fly with you again. It is absolutely disgraceful these price increases cause two countries are at war, which by the way doesn't affect you, I think it's an absolute shame that you're penalised your customers, who have been loyal to you for years. Shame on you!
It Looks like I'm flying with Turkish,
Emirates or Oman next time
it's okay I won't go on a holiday now. I'll wait till Christmas and go with them instead. Omg how have you put my flights up by more than £1900 each per person is insane!!

Sri Lankan airways shows it doesn’t take its customer satisfaction seriously! 2 examples 1. It has taken over 6 weeks to refund a ticket with NO communication despite numerous emails asking for status and help …think twice when you need a refund and I would recommend you don’t trust their PR … 2. After the start of the USA Iran war Sri Lankan airways pricing was rather high - for example, £1200 for a single flight from London to Colombo…whilst that may or may not be justified, when I tried to use my air miles to offset this cost, they gave me the option of having to land in Qatar which was clearly a risk - and they removed the option of flying straight from Heathrow to Col which was available only on full payment… apart from the poor food, which I tolerated, and their failing entertainment system, this was the real indicator of a company who did not put their customers at the heart. Maybe options will improve when BA start operating direct to Sri Lanka, I don’t know. But it was sad to see this.

I flew from Bangalore (India) to Colombo (Flight Confirmation: FIC 82 C). It was a short evening flight of about 1.5 hours.

Overall, the experience was positive. There were no delays, and the flight felt quick and efficient. I usually get very nervous during takeoff and landing, but this time both were very smooth and calm, which I truly appreciated.

The cabin crew was polite and professional. The only minor downside was that the seats were not very comfortable, but for such a short duration, it wasn't a big problem.

Wasted airline...you will not get tickets refunded.

Dear SriLankan Airlines Customer Relations,

I am writing to raise a complaint regarding my check-in experience on 10 March 2026 at Singapore Changi Airport while boarding my flight from Singapore to Colombo.

My flight details are as follows:
Flight Number: UL307
Departure: 9:40 AM from Singapore to Colombo

According to my ticket allowance, I was permitted 30 kg checked baggage, 7 kg cabin baggage, and one personal item. My checked baggage weighed 28 kg, which was within the allowed limit. However, my cabin bag weighed 10 kg, which was slightly above the 7 kg allowance.

When the staff member informed me of this, I politely suggested that I could move around 3 kg from my cabin bag to my personal belongings to meet the allowance. However, the staff member said my personal item also appeared too large and insisted that I pay an excess baggage fee of 171 Singapore dollars.

What concerned me most was not only the charge but the way the situation was handled. The staff member spoke to me in a very rude and disrespectful manner. I have flown with many airlines before, and I have never experienced such treatment during check-in. I was trying to resolve the issue politely and cooperatively, but I did not feel I was treated respectfully.

Because of this situation, I was forced to pay 171 SGD at the airport.

I kindly request that SriLankan Airlines review this matter, including the conduct of the check-in staff, and consider refunding the excess baggage fee that I was charged.

Thank you for your time and consideration. I look forward to your response.And let me know if you need any help to research about this.

Kind regards,

Susmita Regmi

12 hour flight with no inflight entertainment. Only fly Sri Lankan as a last resort. The planes are old and uncomfortable, the food and drinks are basic. I fly from London to Colombo to see family a lot ! This is the last time I will fly with Sri Lankan. Looking at how good and the amount of food, drink and comfort you get with an airline like emirates for so much cheaper, Sri Lankan is not worth it !

FLIGHT:UL5O6.
Date:07/03/26

CABIN SUPERVISOR:
NISHADI KALYANDRATNE

CREW:
MALSHA HEWAGE
VISHMILA WEERASINGHE
SHABRI HAMIDON

THEY WERE SO HELPFUL THOUGH OUT MY 12 HOUR JOURNEY. BEST STAFF EVER I FOUND IN AIRLINES. THA K YOU FOR MAKEING OUR JOURNEY VERY SPECIAL.

I had a very pleasant experience flying with SriLankan Airlines from London to Sri Lanka. The boarding process was well organized, and passengers were called by number which made it smooth and efficient. The crew were extremely friendly, professional, and attentive throughout the flight. Dinner and breakfast were served on time and the food was very good. The flight was very smooth with almost no turbulence, and I was able to relax and have a good sleep during the journey. Baggage delivery was also very quick, and I did not have to wait long at the airport. Overall, it was a great flight experience. Thank you to the SriLankan Airlines team for the excellent service.

Due to the current war situation in Dubai, many airlines are offering full refunds to passengers who no longer feel safe to travel. Unfortunately, SriLankan Airlines is not doing the same.

We are travelling with children, and given the current situation, we do not feel safe to travel. It is very disappointing that while other airlines are prioritising passenger safety and understanding customers’ concerns, SriLankan Airlines is refusing to provide a refund.

In situations like this, airlines should show compassion and flexibility. Safety should always come before profit. As a Sri Lankan, I feel very disappointed that our national airline is not showing the same level of care for its customers.

Extremely disappointing service. The flight was first delayed by 1 hour, which was informed more than 10 hours in advance. However, when I checked for the gate at the revised boarding time, I discovered the flight had been delayed by another 2 hours — with absolutely no communication or update from the airline.
Keeping passengers uninformed and leaving them to find out delays on their own is unacceptable. This level of mismanagement and lack of basic customer communication reflects very poorly on the airline. Truly pathetic customer service.

Useless - cancelled our flight without telling us. Their customer service is a joke. Good luck if you decide to fly with them.

A deeply disappointing experience on an extremely expensive one‑way flight from Colombo to London.

For a 12‑hour journey, the in‑flight entertainment system was not working for many passengers, which is unacceptable at this price point. The cabin crew seemed poorly trained, and the selection of drinks and soft beverages was surprisingly limited.

Overall, this airline falls far below basic international standards. I would avoid it if possible. It has become a burden rather than an asset, and it’s disheartening to see our hard‑earned money supporting such poor service.

Dear SriLankan Airlines Customer Service,

We are very disappointed that we have not received any response to our two previous emails. In addition, when contacting your team by phone, no solution was offered. This gives the impression of either a complete lack of customer service.

Passenger details: – Ticket No. 603 2115352632 •
Booking reference: FU8LUS

We kindly ask you to address our issue promptly and provide a clear solution.

Sincerely,

Worse crew, horrible planes

I am extremely disappointed with the customer service at the Dubai City Office of SriLankan Airlines.

My flight was cancelled due to the ongoing Middle East conflict, and I have been trying to contact the Dubai office to reschedule my ticket. Unfortunately, the telephone number provided (+971 4 396 1222) is not working, and I have been unable to reach anyone for assistance.

During such urgent situations, especially when flights are cancelled due to unforeseen circumstances, passengers expect proper communication and accessible support. It is very frustrating to have no way to contact the office despite calling multiple times during the stated operating hours.

I kindly request SriLankan Airlines to ensure that their contact numbers are active and that customer support is responsive, particularly during emergencies. Passengers should not be left without guidance when travel disruptions occur.

I hope the management takes immediate action to improve communication and customer service.

We traveled to and from Colombo with Sri Lankan airlines from Heathrow. We travelled home on 2nd March and were so grateful that we had booked this direct flight rather than changing at Dubai. In our experience the check in staff and flight crew were very fans professional. We had enough leg room. The meals were very good and we got home! To be honest the in flight entertainment screens were a bit dated but who cares. We were comfortable and fed in a seat that we had to be in for 12 hours and we got home safely. Thank you Sri Lankan airlines!

Paid a lot from business class.
Food dreadful. Run out of the food most people wanted. The substitute was cold (salmon) .I asked for it to be heated up and it came back the same. The attendant just giggled and said no microwave.Despite putting label up saying do not disturb I was woken at 4 am , 2 hours before landing, to be fed disgusting breakfast.
NOT WORTH THE MONEY.Swim if you have to but do not fly with these jokers.

This is regarding service of UL232 flight on 24th February ( Dubai to Sri Lanka)
Very poor service from cabin crew. Never smile. We have to pay for that.
No Welcome or send off.

Lift off TV. No entertainment.
Very poor service.
Food was excellent.
Never recommend. This type of Cabin crew. Never helpful.
They never checked passengers seat belts / seats, before landing and take off..
Budget air lines offer better service than Srl Lankan air line