SriLankan Airlines Official Reviews 

Terrible service!
Please avoid travelling via Srilanka Airlines.
The ground staff have no clue how to manage check-ins.
They decided to let a minor sit by himself, when questioned they had no answers.
The flight was delayed by two hours without any explanation or communication.
Cabin crew staff on flight UL605 were rolling their eyes ,huffing and puffing while serving customers.
Staff need training on communication skills and customer service.
Either shut down or reinvent the wheel!

Pls don't. Customer service non existent. They don't care. Cancellation is a nightmare. Worst of the worst.

No replies to emails or calls to customer services. Flight turned back due to a technical fault, rescheduled for 24 hours later causing extra expense as well as disruption. Was assured that the expense would be refunded. Is there a customer service department ? If so, what do they actually do?

Very disappointed with SriLankan Airlines. For years I could select my seat when booking online (except extra legroom), but now they charge for all seats. They only open free seat selection 48 hours before departure, by which time all aisle seats are gone — essential for me on a 12‑hour flight given my age and health. As a Flysmile member, I’ve always booked directly on the official site, even though agents offer better deals, because seat choice mattered. Now loyalty means nothing. Tried calling customer service, but nobody answers. Truly unacceptable!

AN UTTERLY TERRIBLE EXPERIENCE

This was our second time flying with Sri Lanka airlines. We decided to give the airline another try as we were hearing good stuff about Sri Lanka in general. THIS DID NOT EXTEND TO THE AIRLINE.

Our problems started before we even left for the airport. We were a family of 4, travelling with a 2 year old and a 4 month old and had booked the flight before our second child was born. Sri Lanka airline assured us it was fine and urged us to book the flight and just add the infant on later, which we did. The infants booking was not on our own original booking but rather on their own booking, which was the beginning of our problems.

Out flight was comprised of 2 legs, the domestic flight to Heathrow and the international flight from Heathrow to Colombo. On our initial domestic flight to London, we were informed by British airways (with whom this leg of the flight was with) that our two bookings were not in fact linked and that Sri Lanka airlines had it appear that the infant was travelling alone! British airways remedied what they could but advised us that they couldn't print my wife or my infants boarding passes for the second leg and to speak to Sri Lanka airlines at Heathrow before we went to the gate.

Upon landing in Heathrow we made our way to speak to Sri Lanka airlines however due to delays by the time we got there the desk had closed. We proceeded to the gate where we tried to explain to an employee that we didn't have all our boarding passes and the problem with the infant on a separate booking but the Sri Lankan airways employee spoke with rudeness and didn't care about our problem. She demanded all our passports to check us in and dismissed our problems. It was only after she received them and struggled checking us in did her rude tone to us change. She spent the next 30 minutes trying to sort out this problem and when my wife went to sit down with our 4 month old to feed her she attempted to refuse her seating!

The problem was eventually sorted just in time for us to board but at this time no one had eaten including my 2 year old. When we boarded there was no priority boarding for families and we were sat at the back of the plane whilst people without babies occupied the child friendly seats! We really struggled on the flight with two children and little room. We asked a flight attendant about the child friendly seats availability as the bassinet provided there would have made a world of difference but we were told it was full.

Our holiday to Sri Lanka really suffered because of an airlines ignorance and contempt.

If your planning to fly to beautiful Sri Lanka choose a better airline. Sri Lankan airlines had and still has a long way to go.

If there was an option for 0 stars, that’s what SriLankan Airlines deserves.

Absolutely appalling experience with SriLankan Airlines on 20 October 2025. Our flight from Singapore to Colombo was cancelled without any notice, completely ruining our travel plans. We had planned to drop off luggage in Sri Lanka on our way to the Maldives, but instead, we were stuck at Singapore Airport for over 8 hours waiting for the next flight to the Maldives. 16 November 2025 Sri Lanka to Singapore disgraceful experience again
To make matters worse:
Excess baggage scam: For the same luggage and weight, Singapore Airlines charged us nothing extra. SriLankan Airlines charged USD $300.

Rude and unprofessional staff: The airport staff were arrogant, dismissive, and lacked basic customer service skills. The manager was even worse, and communication was poor. It felt like they were trying everything possible to take money from passengers.

Terrible onboard experience: Seats were worn out with covers coming off, toilets were dirty, and the food was awful.

This is the second time I’ve flown with SriLankan Airlines, and both experiences were terrible. I gave them a second chance because my husband is Sri Lankan, hoping things would improve—but they have only gotten worse. After reading other reviews, it’s clear this is a common problem.
Do NOT waste your money on this airline. Choose Singapore Airlines or any other reputable carrier. The positive reviews you see online are likely from employees or their families—because I have yet to meet a single person who had a good experience with this airline.
SriLankan Airlines should be ashamed. You are damaging your country’s reputation with such disgusting service. If there was an option for 0 stars, that’s what you deserve.

Here is the translation of your text into English:

We always fly in business class and we are severely disappointed with Sri Lankan Airlines. The business classes of other airlines are so much better. We were called три days before departure asking if we wanted to take another flight. Since we were getting married in Sri Lanka, this was not an option! The lady on the phone said, I advise you to check in online 48 hours in advance. We would have done that and we had already printed our boarding passes. During the luggage check-in, we first showed our passports, and then the trouble began. She calmly said that my wife could not board because one seat was broken. We protested and said it would cause enormous costs, then we showed our boarding passes again, and then she said they were overbooked. Then we said we would take immediate legal action. Then suddenly there was space on board. It concerned flight UL 501 Frankfurt-Colombo. Once on board in the business class, it turned out that someone else was sitting in the so-called broken seat.

We do not like being lied to, in any case you do not treat business class passengers who pay well over 3k per ticket per person like that. What a poor airline. We have never experienced this with other airlines such as Qatar, Turkish, Emirates, etc. They simply take better care of their customers.

For the same reason we would have had to cancel our entire wedding.

We truly feel this was scandalous how we were treated, especially because there was outright lying.

My recent experience with Sri Lankan Airlines was extremely disappointing, leading to significant financial loss and wasted time.
​✈️ The Delay & Disruption
​Our incoming flight was delayed, which subsequently caused our departing flight to be significantly delayed. We had a short connection in Colombo, so we missed our connection to Singapore.
​While the airline eventually provided a hotel for the unexpected overnight stay, the disruption resulted in the loss of our pre-paid reservation at the Marina Bay Sands in Singapore, a major financial loss we were forced to absorb.
​🛑 Refusal to Provide Essential Documentation
​The most unacceptable part of this experience is the airline's total refusal to communicate regarding our trip insurance claim. To claim our losses, we require an official letter confirming the flight delay/cancellation.
​I have made multiple attempts to contact the airline:
​3 emails sent to customer service.
​2 phone calls (with long hold times).
​Multiple messages via their official WhatsApp chat.
​Sri Lankan Airlines has not responded to any of these attempts. Their complete silence and lack of support is effectively preventing me from recovering my losses through my travel insurance.
​
​The operational delay caused a significant and costly disruption to our itinerary, but the subsequent complete failure of their customer support to assist with a required insurance claim letter is unacceptable. Future travelers should be aware that if a disruption occurs, you cannot rely on Sri Lankan Airlines to provide the necessary documentation to claim your losses.

We flew LHR-BIA in Colombo. Think of this airline as a long distance Ryanair. The seats in economy are hard, awful under leg length causing muscle cramps, and about as much room between you and the seats in front as a budget airline. Food is really low rent. Food going out was terrible and the return flight wasn’t much better. Staff were great, apart from one misery on the way back. This airline has a habit of delayed departures as was the case on our outbound flight. Nearly two hours late. But the airline knowing this gave us food vouchers which we could spend in any of the airport restaurants. Overall if Sri Lankan Airlines are your only choice for economy then go with them and put up with the conditions. As with most airlines these days, not only are economy seats ridiculously uncomfortable (even the A380) the price for the next level up is the price of our two week hotel stay. So the trade off for now (barring a lottery win) is just not justified.

I finally received the miserable £100 from this dreadful airline in payment for no entertainment on a 10 hour flight /business class plus too many other issues to mention. It took their so called customer care department seven months to resolve the issue.
Simple - don’t fly with them even if it means being routed through Dubai on a proper airline.

If I could give 0 stars I would. The most terrible customer service in the world. I have been travelling for years all over the world but this has to be the worst experience of my life. It's such a shame that this amazing country has to be represented by this company. Please if you can avoid do it there are loads of other companies. Waste of money.

They cancelled our flight and gave no notification, not even an email. I only discovered the cancellation when checking the app for our flight. A phone number on the website didn't work. Then started the drama to get a refund. Yes I managed to ring them when I go to Sri Lanka on a decent airline. After being given contradictory information for 4 days someone at the call centre gave me an email address for refunds. After lodging an email and calling a few times they eventually accepted the claim. We got a refund 3 weeks after this.
MY ADVICE: DO NOT FLY SRI LANKAN AIRLINES.

Check in staff hopeless not trainned and very rude these are the staff receiving tourist and if they behave like our country reputation will be in risk

Dear customer don’t book the ticket in Srilankan airlines .one of the worst response and my luggage was recently lost but Nobody responds.I am very struggling to get my luggage.so please don’t plan for srilankan airlines.

The Biggest Thieves in the Airline Business.
Been a fellow Sri Lankan I am sad to say to the world that you should not use this air line. They want to steal your money.

They post one thing on the web site and it does not work. When you call the call center they want to charge you 300% more. When you contact the bookings mail address they send you links that does not work. At the the end i spent 300% more than what was shown on the website to change my ticket as i had no option and they did not help me.

Very sad that a country that is known to have such good hospitality has an international airline that cheats you.

If anyone in Srilankan Airlines wants to see the issue that happened to me yo may check the last mail i sent to bookings mail on Saturday 13th September 2025 at 1223hrs (12.23pm)

STOP STEALING PEOPLES HARD EARNED MONEY

It was necessary for me to travel on or around a certain date.
The booking page of their website informed me that there were on 3 seats available at the price quoted.
Naturally I assumed that meant that if I did not book then the price would rise!!!
What an idiot I was.
Ever since booking I have been inundated with emails and the like offering me a discount of 20% on the SAME ROUTE THE SAME DAY.
This meant that I am in excess of £600.00 worse off.
Over a period of time, I have sent a minimum of 6 emails, I have phoned the UK call centre at least 10 times-being put on hold and being forced to list to the fact that I could save 20% on the same flight/day etc did nothing for my temper.
I called Colombo three times and got nowhere.
I have since received a series of emails one stating -there is nothing that we can do.
Another saying we do not deal with this type of question and various other emails passing the buck.
One email did state it was due to bulk cancellations!!!!! Whatever that means.
Frankly the whole system reminds me of profiteering of the worst kind, really shameful.
To say “ buy now” as there are only 3 seats left and then reduce the price by 20% is almost sharp practice.
Added to which their customer service/customer relations are without doubt the worst I have ever encountered.
From my experience Sri Lanka Airlines should be ashamed of themselves not only for the pricing policy but their customer service.

I have to give a Star rating-if it was possible to give a minus I would.

Worst service in ever .they told not providing in last moment wheel chair.and the person who contacted shani was spoken very rudly on in departures gate 4-6 area..

One of the worst airlines and customer service was awful when communicated for compensation. I never got reply and ignored my email. I was stranded in an transfer airport for nearly 24 hours due to delayed flight and I wasn't provided any meals or accommodation and no representative was there to assist us at the airport. I had to use my roaming calls to make calls to srilankan airlines in Srilanka to get information and that cost me around £70. When I reported to customer service and request for compensation for negligence and poor service at the airport, my email request never been answered. Worst airlines and customer service

After having had two long and painful conversations with customer service to allocate seats for one person and seats for those assisting, received emails stating seats had been allocated together. I look on the system and only one seat has been allocated. Customer service were hopeless despite me having written confirmation from their team. First and last time flying with them.

THAT THERE FOOD WAS POOR

LITTLE LEGROOM

NO GAMES FOR THE INTERNET

IM ONLY 8
THIS IS MISERABLE AND SAD