What a poor service! Nothing new for a Srilankan company though. My miles haven’t been updated for months after submitting my details, no reply to my concerned email either. Keep failing.
Mohamed R
5.0
Membership number: UL 601669132
A few days ago I purchased a Sri Lankan airlines ticket and when I called to upgrade the return sector on 27 Feb 2017 (Colombo to Heathrow) to business class, because I had the points required, your customer service representative asked me to email Sri Lankan airlines to request the upgrade.
I called your customer service again on 3rd Feb 2017, and the representative informed me that there were no business class seats available on that flight. I asked to speak with the manager and the representative told me that there was only a supervisor available and transferred me to speak with her.
While I was on hold I called my ticket agent and they informed me that there were many business class seats still available.
When the supervisor (Miss Shehara) answered the call, she informed me that there were no upgrades available, when I informed her of the availability of the business class seats she said that there were no more reserved for upgrades. She said she would call me back after speaking with management about this but upon the call back she said there was only one seat available that was for paying customers. Which I found to be quite ridiculous because then what is the use of being a part of your rewards program if I cannot receive the upgrade when I am entitled to one? Also I was not requesting the upgrade last minute, there is at least 3 weeks notice for the request. I requested many times to speak with management but my calls were never transferred, which only furthered my annoyance with the customer service.
I am very disappointed in the the customer service received by your airlines. The only reason I purchased the Sri Lankan airlines ticket round trip London – Colombo was because I had the points for an upgrade. Many other airlines offer much cheaper rates but I stayed a loyal customer due to your points program. But if it is of no use and has no customer loyalty then what is the use of spending more money to fly with Sri Lankan airlines? I would have rather been happier to fly with Qatar or Etihad. As you can understand, the way this matter has been handled has made me a disgruntled customer of Sri Lankan airlines, and probably will not want me or my extended family to fly again with your airlines.
I would greatly appreciate it if you could look into this matter and provide me with the upgrade I requested. I would like to upgrade the return sector on 27 Feb 2017(CMB-LHR) to business class. I have provided my details below and attached my ticket to this email.
I fly with many other airlines, most frequently to Canada and within Europe and have bene a long-time member of Avios Executive club and Star Alliance program and their service and rewards are far better than yours. I have never had such a preposterous response from them like I have received from your agents. I am rather happy to have come across this issue because now I can earn more points on airlines that actually care about their clientele. With these airlines I receive much better rewards and faster upgrades, and have upgraded many sectors, especially my Toronto to Colombo flights, without any of the hassle I have gone through with you.
What is the point of me earning rewards on your program if I am unable to redeem them? I will be making a formal complaint with Oneworld about your program if this is the level of service that you provide.
I expect a response in regards to the upgrade as soon as possible and if you are unable to do so please inform me as to how I can transfer my points, as well as the rest of my family members rewards points, to other one world partner airlines. With the level of dissatisfaction I have with your airlines after this experience, I will cancel my membership as well as the other members of my family.
There are many others that would be very happy with the business and customer loyalty I provide. I fly often due to business and have never come across such an issue with any other rewards programs, and if you are unable to help me, my family and I can use another airline for all our Sri Lanka visits.
What a poor service! Nothing new for a Srilankan company though. My miles haven’t been updated for months after submitting my details, no reply to my concerned email either. Keep failing.
Membership number: UL 601669132
A few days ago I purchased a Sri Lankan airlines ticket and when I called to upgrade the return sector on 27 Feb 2017 (Colombo to Heathrow) to business class, because I had the points required, your customer service representative asked me to email Sri Lankan airlines to request the upgrade.
I called your customer service again on 3rd Feb 2017, and the representative informed me that there were no business class seats available on that flight. I asked to speak with the manager and the representative told me that there was only a supervisor available and transferred me to speak with her.
While I was on hold I called my ticket agent and they informed me that there were many business class seats still available.
When the supervisor (Miss Shehara) answered the call, she informed me that there were no upgrades available, when I informed her of the availability of the business class seats she said that there were no more reserved for upgrades. She said she would call me back after speaking with management about this but upon the call back she said there was only one seat available that was for paying customers. Which I found to be quite ridiculous because then what is the use of being a part of your rewards program if I cannot receive the upgrade when I am entitled to one? Also I was not requesting the upgrade last minute, there is at least 3 weeks notice for the request. I requested many times to speak with management but my calls were never transferred, which only furthered my annoyance with the customer service.
I am very disappointed in the the customer service received by your airlines. The only reason I purchased the Sri Lankan airlines ticket round trip London – Colombo was because I had the points for an upgrade. Many other airlines offer much cheaper rates but I stayed a loyal customer due to your points program. But if it is of no use and has no customer loyalty then what is the use of spending more money to fly with Sri Lankan airlines? I would have rather been happier to fly with Qatar or Etihad. As you can understand, the way this matter has been handled has made me a disgruntled customer of Sri Lankan airlines, and probably will not want me or my extended family to fly again with your airlines.
I would greatly appreciate it if you could look into this matter and provide me with the upgrade I requested. I would like to upgrade the return sector on 27 Feb 2017(CMB-LHR) to business class. I have provided my details below and attached my ticket to this email.
I fly with many other airlines, most frequently to Canada and within Europe and have bene a long-time member of Avios Executive club and Star Alliance program and their service and rewards are far better than yours. I have never had such a preposterous response from them like I have received from your agents. I am rather happy to have come across this issue because now I can earn more points on airlines that actually care about their clientele. With these airlines I receive much better rewards and faster upgrades, and have upgraded many sectors, especially my Toronto to Colombo flights, without any of the hassle I have gone through with you.
What is the point of me earning rewards on your program if I am unable to redeem them? I will be making a formal complaint with Oneworld about your program if this is the level of service that you provide.
I expect a response in regards to the upgrade as soon as possible and if you are unable to do so please inform me as to how I can transfer my points, as well as the rest of my family members rewards points, to other one world partner airlines. With the level of dissatisfaction I have with your airlines after this experience, I will cancel my membership as well as the other members of my family.
There are many others that would be very happy with the business and customer loyalty I provide. I fly often due to business and have never come across such an issue with any other rewards programs, and if you are unable to help me, my family and I can use another airline for all our Sri Lanka visits.