SriLankan Airlines Official Reviews 

Negative stars for Sri Lankan airlines. I was involuntarily downgraded for a flight at the time of boarding (for a flight that was over 6 hours delayed) and have been emailing and calling for over one month to try and get the refund I was told I would receive. Avoid flying this airline at all costs. You will never been supported by their team and their customer service is truly horrendous.

Worst airline ever. The flights are always delayed and never inform before hand. Even the the flight is delayed they act like its not their fault. Can't even handle meals properly. Once they serve the front rows, back rows only have Veg meals for non-veg passengers. Worst part is they act like its not their fault. I would strongly advise against booking with this airline

Extremely Disappointing Experience with Sri Lankan Airlines.
I recently had a very frustrating experience with Sri Lankan Airlines. Our flight, originally scheduled to depart at 8:30 PM, was delayed multiple times without any valid explanations. First, it was rescheduled to 12:30 AM on the day of the flight, and finally, we only departed at 3:00 AM the following morning. This meant a nearly 7-hour delay, during which time we were left waiting at the airport with no clear communication or valid reasons provided. The airline staff were unresponsive and seemed indifferent to passengers' inquiries, offering no meaningful assistance or updates.

To make matters worse, the in-flight experience was just as disappointing. Despite paying nearly 200,000 LKR for the ticket, the economy class screens were non-functional throughout the 8-hour flight. The food and beverages served were extremely basic, equivalent to an ordinary daily meal with nothing special to justify the price. Cleanliness was also a major issue; there were remnants of food and cutlery scattered on the floor, suggesting the plane hadn’t been properly cleaned or vacuumed before our journey.

Based on this experience, I would never choose to fly with Sri Lankan Airlines again and certainly wouldn’t recommend it to anyone. It’s disheartening to see such poor service and lack of care for passengers.

Never again
Customer service is the worst experience I ever had. I bought a business class ticket and was asked to pay 1000 Euros extra after I had already pay with credit card
I understand that travel agencies never advise travel with them. Customer Service in Sri Lanka does not respond to emails or even direct calls on the phone are useless

Would rather give 0 stars - cancelled flight day before travel but allowed us to check in! Can rebook 2 days later - don’t trust them so have cancelled holiday - would have lost 2 days as well. Also paid for visa - am very sad! Believe the reviews that say don’t book!

Good service and food on the plane but if somethings goes wrong like they give you a less seat and you pay more (what my parents had on 18/09/24 OR my flight 6 hours to late on 23/10/24 . You can never join them for a refund!!! almost scam
Horrible that makes the country look Bad.
Maybe better to book with a travel agent and spent money on an Insurance .

Do not book here! Every flight of us was changed and the alternative flight was terrible. We've cancelled and rebooked, but 16 weeks later they still owe us 1200 euros. @Srilankan Airlines, please give that money back!

We had a flight from Sri Lanka to Paris 2.30am in the night. 1 hour before departure they informed that the flight was 5 hours delayed. We got nothing in compensation or offered us a hotel room or access to lounge or recommendation for a place to lay down despite we were traveling with two kids. We missed our connection flight to Copenhagen due to the delay. We arrived to Paris 4pm and they rebooked to 10.30pm in the evening meaning that we must wait 6hours in Paris again without anything. We knew that there was earlier flights to Copenhagen but they was not willing to upgrade us to business flight or investigate how to get us on an earlier flight. They are NOT living up to European standards for airlines - please do stay away. Food and service on board was terrible.

Such a disaster of an airline. The reason I took their services was because I wanted to save money as other airlines were more expensive for shorter distance flights. During the journey I had a bad cold and needed some warm water to clear my chest and nose. I requested from them several times but they did not attend to my needs. I was very disappointed. I had given them a very poor review. However I wanted others to know of my experience. I used to be a local but have migrated overseas. For some reason they were treating the foreigners well and neglected me and others I think or just me. I will never take this flight service again even if this was the only airline on earth instead I would rather not fly again. Such a waste of potential.

It's now been **4 years** since Sri Lankan Airlines canceled my flight and refused to rebook me after **four separate attempts**. Eventually, they told me my only option was a refund — but not the full amount I paid. Due to mysterious "fees," they offered me **less than half** the original ticket price. Frustrated, but with no other choice, I accepted.

What followed was a string of **broken promises, endless delays, and outright lies**. Every year, they claimed the refund was "processed" or "sent." Every year, they admitted it hadn't been and promised to do it now. And still... **nothing**.

Finally, after 4 long years, they agreed to process a portion of the refund. What did I receive? **One-third** of what was already **half** of the original amount I was owed. That's **one-sixth of the total value** of the flight they canceled without rebooking me.

To add insult to injury, they made this payment without any explanation or calculation, despite having confirmed the full refund amount in writing **years ago**.

**Beware**: Sri Lankan Airlines is, in my view, operating as a criminal organization. They do everything they can to avoid paying customers what they’re owed.

I flew with SriLankan Airlines on the 23rd of September from London Heathrow to Colombo. Although the flight was delayed and we took off at 10:30 PM instead of the scheduled 9:30 PM, the overall experience was very smooth.
The in-flight entertainment system was a bit faulty, with some issues and jumps in scenes throughout the flight. However, this was a minor inconvenience compared to the exceptional service from the cabin crew. They went above and beyond to ensure passengers were comfortable and well taken care of.
The pilots were outstanding—smooth takeoff and a very easy landing. The food and beverages provided were decent, and I think sometimes we need to appreciate the small things that people do to make our journey enjoyable.

Overall, I highly recommend SriLankan Airlines. Despite the entertainment issue, the service and professionalism made it a 5-star experience for me.

Found some flights I wanted to book on Google flights. When you call the airline, they claim not to be able to book from those destinations, even though the data they are feeding to Google says they can. Either they are feeding rubbish data to Google, or their operators are incompetent. Either way, I will never attempt to book with them again.

Steer clear! Worst airline out there. I had to use them to fly into Sri Lanka and they gave me wrong information about bringing my pets, which caused me to miss my flight... then they charged me to rebook.

Then to leave Sri Lanka, they gave me wrong information and caused me to miss my flight.. which caused me to need to pay more AGAIN for another flight. Then they tried to lie to me to get me to pay even more fees.

They also shared my information with a third party, which contacted me. I asked them to no longer share my information and they told them my every move. They work with other people and make your time challenging unless you pay them extra over and over. Truly the epitome of a scam company. Do not use them or anything govt related in Sri Lanka

It's not clean and always delayed. Unfortunately, this is the only major carrier to Sri Lanka. The prices they charge are high, but the service is bad! Their FlySmiles doesn't work, and nobody in customer service also responds to queries.

The worst airline I have been on.
No matter how many times i buzzed for assistance, I was ignored, the natives were always served first .
Also, the aeroplane was in such a disgusting dirty mess and the mess was left by the natives not the other travellers. No respect by these travellers and yet they treat their own like royalty.
Food options - Not everyone likes to eat curry for breakfast.

Srilankan airlines: Worst airline in the world. No proper communication and very poor customer service and no one response to ur calls or messages or email. Anytime they will cancel flight and sudden flight delay announcement only at the counter. My family trip get spoiled and kids were suffering in the airport.
Waste of our time and money.
Please don't book this flight and don't spoil ur vacation trip.

Customer service very very lack
I report my missing baggage on Malaysia
No one answer my call at all
Only one email asking to waiting 12 days to get back to me
Not sure i will get back
Worse Customer service
I am not using Airlines again
Don't recommend for others

The worst ground staff there is in any airline or airport in the world ,I am a frequent traveler and I have been to many air ports around the world but so sad to say my own country's service is the worst,,I was late by 5 mints to check-in my bag to go to Bangalore ,,and they refused to take my bag even when I was pleading with them,,even as I told them that I don't need the checking luggage for my trip and I,ll leave it with my family they didn't allow it because I was 5mints late , what's sad to see was the ones who checked in there bags 5mints before me they were the casually walking towards the gates and if these ungrateful brain less women who work on the checking counters had allowed me to go through I would have reached the gate before the ones who checked in,,so these people the airlines have posted to work for them are there to just make your trip as missrable for you as possible,, further more they lie to you as well ones they denied me they told me to go outside and go to a counter where I will be able to refund a part of the payment I made for the flight Wich was total lie they just did that to get rid of me from there counters,,I was so lost and helpless at that point ,,there were no direct flight for me to catch no we're there any transit flights to Bangalore that day ,,all my palns ,,my bookings were almost destroyed because of this incident but some how I managed to fly to Chennai that same night and then to Bangalore on two flights Wich had a lay over and make the trip work ,,even still the first flight I had to get on to go to Chennai was a Sri Lankan one and it was dirty and was late by 50 mints the seats had leftover food from the previous flight and the flight delay almost made my lay over impossible to do ,,but thanks to the amazing staff at the Chennai air pot who gave me a cabby to go from checkout to check-in and helped me through out the process of the airport I was able to get to Bangalore and make my trip work,,so all in all I was helped by foreign people and screwed by my own people ,,so my advice to travels is don't take Sri Lankan air lines,if you do don't be late by even a second because they waiting to make you pay for it ..

Namal devapriya
+94779265695

Srilankan Airways used to be my preferred Airline from London to Colombo (Sri Lanka) as has direct flights, good flight times, the cabin crew are courteous / friendly and was fairly overall good value. Sadly, things are not so good nowadays. The flight prices have over doubled in price in the past couple of years, the cabins and seating are looking tired and un-clean, The entertainment system and seating is touch and go and the food quality and choices declined.
In July (24) I did a return flight and this was my experience from this trip:
LHR – CMB 16/7/25 Check in very slow, even after checking in online and self printing of baggage labels . My entertainment system was totally dead and the cabin crew could not reset., so had a long flight with very little to do (I could not even charge my phone to use that)
As we were approaching Colombo airport we noted 3 people around us using their sick bags, at the time we thought this was due to turbulence, but a few hours later my wife too was very sick, so suspect the food was not as fresh as it should be. I did actually e-mail SriLankan Airways customer service about this but they just didn’t bother responding other than the automated mail saying are will deal with my enquiry with 10 days (this was more than 10 days ago!)
Our return flight back to LHR on 28/07/24, was slightly improved, but this time it was my wife who had a faulty entertainments systems and I just had a seat they would not recline and had a dodgy arm rest the squeaked for 11 hours.

So unless to really need a direct only flight, I would advise not using SriLankan Airways as there are many other routes that are better and cheaper including Emirates / Qatar who are both excellent pending you don’t mind a stop on route. I have travelled this route with many airlines (as my wife has family there) but sadly I have to say SriLankan Airways has gone from my preferred airline to my last choice in the future.

We had a round ticket towards Sri lanka and back home.

both flight had severall hours delay.

Undo the cabincrew was very friendly and willing to help we will not fly again with Sri Lankan Airlines.

PS. Sri Lankans Customer Service is very difficult to reach and without any result.