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  1. 5.0

    UL 304 From Singapore to Colombo. 24th Nov. Some constructive criticism.
    1. Cabin crew wear name tags but the font is too small to read while seated. Its awkward to get up and take a closer look specially air hostesses as they wear it on their busts.
    2. It appears that you have not trained the crew on the various culinary habits of passengers. I requested a Cognac after the meal and got a strong- no- from the hostess that I had a rum first and only Rum could be served and bolted. She decided what I should drink. She failed to properly assess the passenger that being a senior citizen at 77 I wouldn’t abuse alcohol.

  2. 1.0

    I had a flight to Bali on 25th November 2018 with a transit in Malaysia I was told that they will transfer the baggage from Malaysia that I don’t have to involve. But when I landed in Bali I couldn’t find my luggage but instead a message saying my luggage is in Malaysia. My whole family had to get new clothes we lost 4 baggages on top of that my leg is injured all my guards and medicine was in it . Not to mention that the staff was really rude as well

  3. 2.0

    I feel disappointed to have spent nearly £600 on a flight with a broken front television screen for myself and several other passengers. We were told the system would be fixed in 7 minutes maximum but the issue was not raised again for the entire flight. I would have appreciated someone explaining or showing an interest in why our systems were not working when other passenger’s were, rather than ignoring the issue. I know that perhaps nothing could have been done to fix them but I thought the issue was handled poorly. I had been looking forward to using the plane tracking system and settling down to a nice film on my first long haul flight, but instead I had very little to do during the 10 and a half hours.

  4. 5.0

    I travelled Colombo – Melbourne – Cairns on 5th August 2018 (UL604 – JQ942).
    Delay in the arrival of luggage at Melbourne airport caused me to miss my connecting Jetstar flight. The delay was due to my luggage lying in limbo at the airport. I lodged a complaint at the luggage inqyuiries desk and proceeded to catch my flight with only one bag which had arrived on the belt. While I was passing through customs the other two bags were brought and placed on the scanner to my surprise. By the time I headed to the domestic terminal to catch my connecting Jetstar flight, the gates had closed and I missed my flight. I must mention that the Staff of Sri Lankan Airlines Ramona and Wijith did everything to help me catch another flight having arranged for my accommodation, transfers and Jetstar flight the next morning. However, it was a bad experience – one I have not encountered in my previous flights with Sri Lankan.
    I must also mention that the ground staff at the Melbourne Airport were most unapproachable and did not give necessary attention to my many pleas for assistance to locate my luggage. I was asked to stand in waiting at an unmanned desk despite my having mentioned to the staff that I might miss my connecting flight. They were quite indifferent.

    Again on my return from Cairns – Melbourne – Colombo on 31st August (JQ947 – UL605)
    When I arrived at the Cairns Airport to catch the Jetstar flight to Melbourne departing at 10.20 I was told that the flight was cancelled. I was not informed of the cancellation either by email of telephone. The staff at Jetstar check-in were inconsiderate and said that the email had got returned. Again the fault lies with them as I have given the correct information when making my flight reservations. In fact, I have received several emails from Sri Lankan Airlines ever since. I was
    unable to do anything other than pay for another airline ticket (Tiger Air) which was able to get me and my child just in time to catch my connecting flight UL605). There again Tiger Air was leaving late and got me just one hour ahead of the UL605 departure which was to be at 16:10 hrs. I managed to contact another passanger to inform UL605 desk that I have been delayed due to the above reasons and will be arriving late. They were kind enough (this time again it was Wijith at the Counter) to wait for me as I made it just 10 minutes before the flight took off.

    The additional cost I had to incur in purchasing another ticket for myself and my 8 year old daughter to travel on Tiger Airline was AUS $700 for no fault of mine and I requeast the authorities to take up my case and provide me with a refund of this cost.

    I must mention my sincere thanks to all the Sri Lankan Airlines staff Wijith and Ramona in particular in Melbourne) who were so helpful and assuring during this extremely stressful experience I had that even affected my health.

  5. 1.0

    On 14th July I had a Sri Lankan airlines Flight no: UL 178 from HYD-COL & Flight no: UL 281 from COL-JED and there during boarding time I was informed that my flight already cancelled. Even though the concerned authorities at the airport said that it was notified to the updated contact details but I did not receive any notification regarding the cancellation of the flight. (My Contact number updated: 0571146238).

    The authorities arranged another flight Jet Airways (9W 782 & 9W 522 ) for me on the same day however it was a too lengthy flight with 6 hour waiting at the Mumbai airport. As per my original flight I was there at the airport at 8 am India time and reached my destination with the arranged flight at 9:30 pm Jeddah time, almost 16 hours journey. Due to long waiting time I had to suffer health issues such as fever and severe head ache.

    I request the airlines to intimate the passengers in advance for any such things to avoid inconvenience to both airlines and passengers. Also request you to compensate with the feasible amount as I had to suffer a lot and it was a horrible experience.

  6. 1.0

    I travelled through Srilankan airlines from Karachi to Beijing on 6th March 2018 (Reservation number: OGU5HP). I had a connected flight from Bandaranaike International airport (CMB) Colombo to Beijing with transit/transfer time for more than 16 hrs. According to International rules the airline is responsible to provide transit stay if connected flight is more than 8 hrs. But when I asked about transit stay at your transfer service counter at Bandaranaike International airport (CMB), they totally refused saying that it is the responsibility of passenger to book a hotel prior to arrival at Colombo, which was not informed me via any email or not mentioned on my ticket. I also had a valid Srilankan transit visa. This really shocked me because in my previous travel through Srilankan airlines, in September 2017, I have not booked any hotel prior to my arrival at Colombo but your transfer service counter provided me transit stay in Sea Shine Beach hotel without any prior booking in that hotel. Furthermore, their attitude was very rude with all passengers and not guided me properly how to manage the stay. I am student and do not had enough money to stay on my own expenses. This irresponsible behavior disturbed me both mentally and physically. Your transfer service counter staff totally refused to help out the issue and said if you have any problem contact Srilankan airlines helpline and arrange your own stay anywhere. This is a common sense that in a transit stay nobody has neither a SIM card to call on helpline nor any international currency to buy some food. So this was very embarrassing and disturbing situation and I had to stay at airport without any transit stay at hotel. Even your help counter totally refused to provide any refreshment/dinner/breakfast for more than 16 hrs which effect my health very badly and I am still on bed because of this non-professional behavior of your staff. I request you to look at this matter carefully.

  7. 5.0

    I along with my family, travelled by Srilankan airlines on my way back from Canada, via Dubai–>Colombo–>Cochin. On arriving at Cochin(07/06/2018), I realised that one out of the 6 check-in baggages were missing and I immediately informed the ground staff of the airlines about it, and registered a complaint. The explanation given to me an hour later was, “probably the tag was lost, and an unidentified baggage was found in Dubai. Whereas ,while we arrived at Dubai, all the passengers were asked to claim/identify their baggage, and the staff who checked our baggage slips confirmed our 6 baggages with the given numbers.
    (Details of flight-Toronto–>Dubai–>Colombo–>Cochin
    AC056 UL226 UL165
    05/06/18 06/06/18 07/06/18
    MISSING BAGGAGE NUMBER- AC108248
    TICKET NUMBER- ETKT6035954674603

    On the way to our home, they cross checked with us, the contents in the baggage, after opening a baggage found in Dubai, and we confirmed it was ours.
    Anyhow, the photo of our baggage was sent to us via cellphone and we reconfirmed it.. We were also informed that we would get our luggage very shortly. But even after repeated phone calls, we did not get our baggage until ONE WEEK , which had important things that we needed!!!

    We received our baggage FINALLY on 13/06/2018, ONLY TO REALISE THAT MANY VALUABLE THINGS PURCHASED FROM CANADA WERE MISSING/ STOLEN, AND THE IN-BUILT LOCK OF THE NEWLY PURCHASED BAGGAGE WAS TERRIBLY BROKEN, THUS MAKING IT UNFIT FOR ANY FURTHER USE!!!!

    VERY VERY UPSET WITH THE SRI LANKAN AIRLINES!!!! IS THIS HOW YOU TREAT YOUR PASSENGERS? OR IS THIS HOW YOU ASSURE SAFETY FOR OUR BELONGINGS???

    THERE HAS BEEN A LOSS OF AROUND Rs 15000/- AND I DEFINITELY HAVE TO GET MY RECOMPENSATION WITHOUT COMPROMISE.

  8. 5.0

    We sought advice from Customer Affairs, Sri Lankan Airlines regarding the carriage of our mobility devices on our flight from Trivandum to Narita. We have emails confirming our trikes would be loaded as mobility devices and the SriLankan website states these items are carried at nil cost. Yet despite our early request for help/advice/information on the day of our flight we were treated in the most unpleasant manner and only after considerable persistence could we get our trikes accepted but we had topay excess baggage 61515 Rupees. All our questions / complaints require about 24 days for a response and questions regarding the complaints procedure and Asian Airlines regulatory bodies have been ignored.

  9. 5.0

    I booked for my travel to Chennai from Riyadh in your airlines, for the travel date 19 th June 2018 by the following flights With your booking reference as Booking reservation number: ‎MAXAFP

    Riyadh to Colombo ETD 10.20 PM 19 th May 2018 PM Flight : UL 266 Booking Ref MAXAFP

    Colombo to Chennai ETD 08.35 AM 20 th May 2018 PM Flight : UL 129 Booking Ref MAXAFP

    The First flight was inordinately delayed at Riyadh and took off only at 3.50 AM on 20 th May amounting to a delay of more than 5 ½ hours. We wanted to cancel this ticket as we were afraid that there will be further delay and as such the connecting flight at Colombo to Chennai will be missed by us. But the booking clerk in the airport said as there are more than 78 Passengers in the flight to go to Chennai , the connecting flight will also be delayed to match and take these passengers to Chennai. He also gave us a wrong information that if we cancel it we will lose the entire amount. Basis this confirmation at the airport, we agreed to travel by bearing this inordinate delay. But to our surprise your airlines did not even provided water or snack to cope the delay and it was inhuman to treat me like this although I have reported while checking in that I am an hypertensive patient . As there was no food provided I could not take my medicine and my BP increased and I was suffering al through the travel to Colombo.

    There was no msg or intimation about the delay and the steps taken by your airline at any point of time and all my requests to let us know and enquires were rudely turned down. I did not see business etiquette in the responses given by your airlines.

    Upon very late arrival, at Colombo – after a big confrontation with your airlines, they accommodated me in UL 127 flight to Chennai that left Colombo at 1.40 PM on 20/9/2018. While boarding, I wanted a confirmation from your staff that my checked baggages are also loaded in to this aircraft, but to my surprise again a rude answer was given that it is the job of the airlines and they will take care, I need not worry. As I was tired with out food and medicine I did not have the stamina to argue with them and left the things to god. As expected by me , ON arrival at Chennai the baggage’s were missing. When I enquired they said that it will come by evening flight and promised that it will be door delivered. They asked for value of the baggage and I said it around 50000/= ( Fifty thousand each ) and totally 1.5 Lacs INR for all the three baggage. Your staff threatened that we should report only 50000/= In all other wise they will charge customs duty. I was wondering as how on earth airlines started charging duties from the passenger – again in view of my poor health that was detreating with out food and medicine, I was forced to sign the declaration for Rs 50000/-. Now they told us that we can either wait for another 5 hours to pick up or they will deliver. With out option we left the airport in vain.

    To our harrow, the baggage did not arrive in the evening flight and all our fanatic approach to your airline were turned down and there was no proper response about the ware about of the baggage. I was compelled to spend around 25000/- ( twenty five thousand ) buy all the items like cloth cosmetics and bedding, Medicine etc as everything was in the checked in baggage.

    As our calls were not responded, On the next day we went to airport again to enquire about our baggage and after the search of 4 hours in afternoon close to 1 Pm on 21/05/2018 the baggage’s were handed over to us in a broken condition. When we want to claim the damages no body in the airlines accept any responsibility and our letters in due course. Rather re directed us to make an online claim . All the three baggage was received in damaged conditions and its breakable contents also broke in side causing a considerable loss to us.

  10. 2.0

    I have tried numerous ways in which to find the right people to contact. I was told that by my travel agent who contacted you on our behalf that I had to to complain directly to you as the passenger. I have had no response from you with regard to this matter.
    Firstly, we are disabled passengers who always require special assistance, so the ordeal I am going to complain about lets you see how traumatic it was for us. We felt like we were discarded and alone.
    We were on flight UL504 to the Maldives on 1st March we left at 20.40. our trip of a lifetime, having worked hard to get our fitness levels up in order to treat ourselves to the trip of a life time after 8 years of hospital procedures.
    There was a medical emergency on board, and SriLanken did the right thing on this flight as it could have been one of us or a family member, however we feel cheated as we were 20 late, missed a connecting flight and missed a whole a day of our holiday which we paid for and it wasn`t cheap.

    We were told we were landing in Frankfurt to offload the poorly passenger and would be in the air in over an hour. 8 hours later we took off as there was a curfew. We were sat in a cold disabled bus no food or water for nearly 1 hour and a half while the ground staff argued amongst themselves as to who should take us. When we did get inside the airport it was time to board again. So much more went on that this and have proof and account of everything. Once aboard our aircraft we were told we may have to go back to Heathrow as the crew by this point had worked their hours. We would not have taken off again as most flights were grounded because of the snow. We detoured to Quwait, changed crew and headed to Colombo. I was rudely spoken to by another passenger which left me in tears, as well as one girl refusing to move and shouting so the aircrew could rest. Finely on hour way we landed at 10.30 pm their time, our connecting flight was 1.25 in the afternoon. We got there and the assistance guy was waiting for us. No one else to show us wear we were going. We thought we would have to sleep in the terminal and sort it in the morning, at this point we felt abandoned and lost. We got the helper to take us to the Sri Lankan check in desk, the lady there was stressed as she had a huge que waiting to check in. They gave us a night in a hotel which we did not get to till midnight at this point. WE were checked in to the first flight out in the morning. The ordeal was a lot worse and I have documents to support my complaint and would be happy to send them to you. Including a letter from our resort stating the time we arrived and how much we lossed. There is too much to put down on here. You did do the right thing getting the passenger off, and you did put us up in a hotel. However, the Captain should have kept us more informed. There was so many stressful people making passing on false information and moaning. I will keep sending my complaint to you until someone is accountable.

  11. 5.0

    I am an official passport holder and a leading business man in Sri Lanka and I used to Sri Lanka Arline for most of foreign tours. On last 09.05.2018 I had been scheduled my business trip (UNDER BOOKING REF: UC2VVC) to china together with my company’s factory manager.
    As I was a Fly-Smiles member (UL-601267704) I was allowed to lodging baggage under the Business Class Counter (No-02) which had allowed for (Platinum, Gold and Classic members). Any way I had to wait around one-hour Que in Business Class Counter (No-16) and when I get my turn the Crew member at once closed the counter and transferred me to the end of economy class counter together with my stuffs to where there was a long que. I waited couple of hours in vainly. I informed the Crew member that I am Fly Smiles member and this is possible so and so. It was horrible and Nobody in the staff concern me on my situation.
    I am Very sad to mention that even after complaints at the Sri Lankan Airlines desk, the airline staff did not take much attempt to salvage the situation. This led even to the extent of some passengers ended up in heated arguments with Sri Lankan Desk staff. On that day the service I received from this airline was some of the worst service I have ever had.

    This was very UNPLEASANT. Please take look into these kinds of matter to keep up a good customer service more than this.

  12. 5.0

    We bought the ticket few weeks back from a local travel agent to fly to Melbourne on 29th at 00:20 by UL 604. We had to travel all the way from Jaffna and when we were near to the airport around at 19:00 on 28th April, we received a call from the travel agent and were informed that our journey had been rescheduled to 30th at 00:20 by Sri Lankan airlines.

    We were devastated while we were struggling to find an accommodation at that time to stay for the next flight; and also the people who were ready to welcome the passenger in Melbourne had to reschedule everything which was real mess for him as well. We really frustrated extremely about this.

    When we were asking the reason, we were told reasons which we were not happy about. We really expected Sri Lankan airlines investigated this. Although we made a complain and several reminders, no one came back on this. Really really frustrated.

  13. 1.0

    I booked a ticket on December 21st 2017 from kuwait to India. The ticket was confirmed. But on the date of journey they told they are over booked on that day so if I travelled on next day they will give me a compensatory up and down ticket which will be valid for next one year, which means I can travel before December 21st 2018, and I can travel on anytime.. I was planning my next leav on June last, and I went yesterday to book my ticket in Srilankan office Kuwait City. But now they are telling this is season time and they cannot issue the ticket on this time.. This is very disappointing and what they did to me is cheating. Because of them I lost my one day of my vacation. And I didn’t prebooked on any other airlines just because believing these guys. Now the ticket fare is too high which I can’t afford. So I am in a situation of cancelling my leave… This is inhumane behaviour from the airlines and pure cheating. They shouldn’t have give their word if they can’t keep it…

  14. 5.0

    I HAD THE WORST TRAVEL EXPERIENCE I EVER HAD flying with the airline. This airline ruined my whole trip to USA attending a conference. Sri Lankan was just connecting flight from CMB TO SIN both ways while all other airlines; China eastern, delta force and united airlines showed their professionalism and standards in aviation industry. My travel and tickets arranged by United Nations Environment Program. On on 11 march 2018 i was unable to check in to UL 306 since sri lankan said system was not recognizing my ticket. Had to re-schedule my travel following day. Only the change did was selecting China eastern instead of sri lankan. Everything was fine. But i missed the morning session where top people in the world talk about marine litter issue.

    Again on return sri lankan did not let me board in Singapore to UL 307 on 19th. I missed the flight. I had to complain to the Singapore airport management that my own country national carrier is not letting me board in while everyone else in the ticket (China eastern, delta force and united) had no issue. They had to “force” sri lankan to issue me a boarding pass in next flight.

    A country heavily dependent on tourism needs a professional carrier to boost national economy. But their professionalism can be seen in nature and number of customer complaints in the web.

  15. 5.0

    My partner and I are currently at Sri Lanka airport extremely exhausted and distressed. Yesterday our flight from
    male to Sri Lanka was very delayed (we still have no answers as to why) and as a result we missed our next flight home to Melbourne. This was very poorly communicated to everyone and we ran around the airport trying to figure out how to get home. We were finally assisted and informed there was no flight that night and we would be staying in Sri Lanka for the night. This was at 3am and our new flight to Sri Lanka-Singapore-Melbourne is at 12.10pm. We were offered no voucher for food or any amentieies and our suitcases are stuck in transit. So basically we had nothing, no clothing etc.
    We arrive finally at our “hotel” to find it is absolutely DISGUSTING! A ZERO star hotel completely dirty 45 minutes from the airport. Completely unacceptable and revolting treatment by Sri Lankan Airlines. There were bed bugs, no shower, 1 tiny old towel, bedding was extremely old. The only positive was there was air conditioning. We had no sleep and no food.
    In the morning we were picked up to go back to the airport and I kindly spoke to numerous staff of Sri Lankan Airlines explaining our situation and asking if we can receive some food or some sort of compensation for the stuff up and terrible conditions we spent the night in. I assumed this had to have been a big mistake but to my dismay- again we were treated like shit and told there was nothing they can do- even handed a torn piece of paper with the “customer affairs” number on it for us to sort out. How can your airline treat its customers this poorly? We paid a lot of money for these flights, have missed a day of work, feel sick and exhausted and dirty.
    I asked if there is anything at all they could do and we were told no. Yet I walk upstairs and there is a Sri Lankan Airlines lounge with full buffet breakfast available and place to relax. Why were we not offered this?
    We need some answers and compensation- an apolgy or I will be posting this all over Facebook, I have also shown everyone I know photos of the hotel and sent it viral across snapchat and Instagram.
    I would normally never complain but this is the worst customer service and treatment I’ve ever received.

  16. 5.0

    I’m an Indian passport holder but have residence visa for Sri Lanka for over 2 years. I’m also a member of your FlySmiles ( No. UL 691483940 ). I patronize Sri Lankan airlines for my travel along with my family. I had also taken your flight to go to London in July/Aug 2016.

    Since my home town is in Kolkata, we frequently travel to Kolkata. While coming back we often carry some excess baggage but all these days the airport staff of Sri Lankan Airlines were kind and courteous enough to accommodate the excess weight on the grounds that we stay in Sri Lanka and hence carry food and other items from India resulting in some excess luggage.

    But our experience this time was horrible at Kolkata airport. We were taking the flight from Kolkata to Colombo by UL188. My ticket no was 603 5910107137. We had an excess of just 6 kg weight and since I were travelling with my wife Jayanti Ray, our total eligibility was 30+30, ie. 60 kg. I explained to the ground staff that since we stay in Sri Lanka we always carry some excess baggage and all along the staff allowed us without charging for any excess luggage. But this time your Airport Incharge at Kolkata International Airport Ms. Anisha Dutta did not listen to any of our repeated requests and behaved very badly in front of all the fellow passengers. We felt insulted for her action. She compelled us to pay INR 2672 vide receipt no. 14380100 dated 25 Feb 2018.

    This was beyond our tolerance since we always try to take Sri Lankan airlines whenever possible. She told her staff to collect this excess baggage amount and then only give us the boarding pass. Is it the way to treat your client?

    I have placed our grievances to you to decide your next course of action since we felt really insulted and harassed. We had to open all our suitcases and Ms. Dutta compelled us to reshuffle all our luggage at the airport in front of all other staff and fellow passengers. since we have no other choice.

    With best regards,

    Soumitra Ray

  17. 5.0

    I have checked in on our flight to Colombo on Weds 7 Feb to find out my husband and myself have been allocated seats separately – one of us is next to the window the other in the middle of the plane! (55 F & 55K)

    I am very upset about this. This is a very special holiday to celebrate our Ruby wedding anniversary and had no idea that we would have to seat away from each other!!!

  18. 1.0

    It is with big disappointment that I write you this experience hopping that the right measurements will be taken to correct & avoid the same from happening in the future.. my story started 2 hours before the flight time of ms Ayisha when I received a call from cancellation department informing me that the flight has been canceled and that she will flight 20 minutes later in a different flight. There was no way to inform the pax so I asked them to make sure that she will be guided at the counter.. few minutes later I received another call informing me the same old news which I responded back that she was booked in the next flight.. shockingly the stuff told me it wasn’t hence he took me in a different journey through booking & now the pax had to travel through Doha to Muscat. I stressed on the fact that they have to guide the customer at the counter so she doesn’t miss the flight..

    Just around the flight time I received a call from home informing me that she was only told that the flight is canceled without the new booking details!! I than called the call center and spoke to mr Daymen who was so unprofessional and started to talk before even listening to what I want to say! His tone was unacceptable & he didn’t seem to know what he is talking about.. he kept repeating that the pax didn’t show up at the airport and started blaming! I than found out that she was sent to a hotel when I decided to call back the call center & speak to the useless supervisor again.. I told him to make sure she doesn’t miss the flight which was almost 3 hours time.. he promised to call me back but again he didn’t.

    I called back to check & he responded shockingly that they can’t find her at the airport! Is this a type of managers that presents you! It’s your call on who would present you but as a customer I find him useless & a waist of time.

    I gave home the name of the hotel & the person to contact so he could follow up & asked him to call back. Of course he didn’t do anything different this time… he ignored the promise & I called back to check when I found out that she missed this flight too…

    Now, I can’t understand how do srilankan airlines decides to send pax to hotel when the next flight booked is 20 minutes later.. also why not bringing the customers before the flight to the check in counters?
    Why do call center stuff including the supervisor don’t have this information?!
    Why after informing the supervisor he didn’t take any actions?!!

    I hope you understand my frustrations and take the right actions to solve this.. FYI, I have now to cancel a business trip because I need to be at the airport to receive the pax when she arrives.
    I have emaild my complaint and issue but they don’t seem to care about anything. .

    From very unsatisfied man with the worst customers experience.

  19. 1.0

    I am extremely disappointed with your services. I have booked a round trip ticket to Tokyo from Chennai via colombo. My departure from chennai was supposed to be at 20:55 (Dec 22, 2017) and I should have reached colombo by 22:15(same day). And I had plans for sightseeing in colombo(near by places) during my transit stay at colombo.

    When I approached Srilankan Airlines counter(Dec 22) I was informed that flight would be delayed by 3 hrs. Later I was informed that there were no seats available(though I have confirmed tickets). Airlines rescheduled my departure to today(Dec 23) at 16:00. That spoiled my plan which I had for my transit. I am very much unhappy about this.

    Again when I reached the Srilankan Airlines counter today at 14:00(Dec 23), I was informed that there are no seats available(second time). I was requested to take flight at 20:55(Dec 23). And I was requested to wait till 17:30 to get lounge(which is more than 3 hours).

    My departure has been rescheduled twice besides having confirmed round trip tickets. My sight seeing plan during transit has been spoiled. I had to travel from hotel to airport and again from airport to hotel. I had to wait at counter for more than 3 hours to get lounge.

    Is this the way to treat a passenger who travels international?

    Because of this I am depressed physically and mentally. Please address my issue and provide me the right compensation.
    Expecting your response

    My booking reference: R45QDH

  20. 1.0

    Trying to contact a concerned person regarding a refund for my cancelled ticket.
    It’s been more than 20 working days since i filled my refund and according to the airlines terms and condition it takes 15 working days for the refund to be credited. There is no system which you follow. Number of mails have been sent to the concerned department but only automated mails are sent as replies. The customer care helpline was also of no use. I want the refund to be credited ASAP. This is such a unpleasant experience with the airlines.

  21. 1.0

    There was a flight delay during take off for UL 104 was high was not at all handled properly which has resulted me and all other passengers loss of money and time. I could see young couples who had come to visit Maldives on honeymoon in tears as their connecting flights would miss and they couldn’t afford re booking flight.

    At maldives the flight was supposed to take off at 20:45 hrs but no body made an announcement that there would be a delay for the same. Finally at 20:25 the announcement was made that the flight is delayed with estimated time of departure 22:00 hrs. With this looked like i would be easily able to board my next flight at 01:10 hrs to bangalore so that i could get my next flight to goa. We were made to wait for such along time at the airport initially but not a single apology or concern with regards to food and beverages which generally happens if there is a delay. we boarded the flight at around 10:20 however it only took off at 23:35 there was no information as to now why there is a delay and again no regret about this new delay.

    The transfer counter was again horribly handled at Srilanka. No apology no planning staff is giving a piece of paper with customer care email i’d to register complaints with regards to connecting flights and again i wasn’t given any meal or lounge coupon to relax. Just issued a ticket from Jet airways and had to wait for the gates to open. The flight landed at 05:30 hrs however i missed my flight at bangalore airport which was scheduled to take off at 6:20 and need to wait for 7 hours and book my new ticket.

    The entire Saga could have been avoided if it was better handled by staff at Male.

  22. 5.0

    On 5th September 2017 I was travelling from Colombo to Delhi the tickets were booked in advance from UK with official site of Sri Lankan Airlines. We (group of 4) were denied to board the flight as it was overbooked even though we re-confiremed the booking before 24 hrs and had the boarding pass issued.

  23. 5.0

    It is very disappointing to mention that even having flown in Business Class on UL 206 (MCT – CMB) and having landed in CMB at 5:05hrs the checked in baggage took almost one and half hours to come on the belt. Very sad to mention that even after complaints at the Sri Lankan Airlines desk, the airline staff did not take much attempt to salvage the situation! This led even to the extent of some passengers ended up in heated arguments with Sri Lankan Desk staff.

    To add to the woes there were few foreigners, passengers carrying infants etc. – who definitely had a very good first impression of our mother soil -also called tourism savvy country!!-
    Leaving this up to the authorities to tackle it professionally!

  24. 1.0

    The service we have received from this airline has been some of the worst service I have ever had. The airline has lost our baggages three days ago and has made no attempt to contact us like they said we would. We are unable to contact them and when we pay to call them we are hung up on before we have a chance to speak to them of which this has happened five times.

    We have no idea where are bags are, we are living out of a handbag in very remote areas.

  25. 5.0

    Reference: CMBUL 16344/09Jun/0829GMT, Flight #UL504

    We were a passenger on the above flight that landed at Katunayaka airport on June 9th, 2017. My luggage, which was checked in at Heathrow Airport did not arrive at Katunayaka airport Colombo. I had to spend numerous hours waiting for the luggage and filling out claim forms. The loss was reported to your airline staff on arrival at Katunayaka airport and the appropriate luggage report form was completed. Since then, I have not heard from the airlines, no courtesy calls or follow-ups. I have tried to contact their customer service line several times and no proper response was given to me. All they wanted me was to wait for 21 days and then to send in the claim to [email protected]. We were so desperate and frustrated as many gifts and personal items including medications were in that bag.

    This is the second time this has happened to us with Sri Lankan Airlines. We always wanted to promote our own airline but we’re very disappointed with thier customer service. I have sent the claim to their customer service email on July 9th as they told me and so far no response from them.

  26. 5.0

    “I have email confirmation on 6/24/17 at 12:09am from Salila Jayakody from Sri Lankan airline that my booking reservation with OBL2CC is confirmed”, I had came to the airport to check in all the way from the USA, the ticket agent Nittaya says I don’t have a ticket after I was confirmed with the 6/24/17 email from Salila. I was forced to buy a new flight at premium fare even when I had reservations already booked and confirmed. What happened to my ticket?!

  27. 3.0

    As a frequent flyer I was the first economy passenger to board flight UL 891 from Bangkok to Colombo on the 15th June last.
    My seat was 21c and I noted immediately there was no space in my seat area for my hand baggage, as there was some passengers already still on board in row 20 coming from the previous embarkation Hong Kong.
    I asked the steward what could I do and she told me to find a space further back in the cabin. A passenger called me and moved his bag saying here is a space here. This meant my bag, although locked was several rows behind me and out of my range of vision.

    When I arrived to my home in Colombo I discovered that during the 3.5 hour night flight, the lock on my bag had been picked open and my wallet, which I had removed and place into the bag at the security screeening and had all the cash removed : 600 Dirhams,£140, €160 and some 500 & 1000 rps Indian notes, ( now withdrawn from circulation)
    plus two new smart phones taken out of their boxes and a recently purchased I phone pen writer.
    I am a frequent flyer with SL and others air lines and this is the first time such an experience happened to me personally, but I discovered a friend of mine has had two such experiences of this nature on SL aitlines night flights.

    I hold SL Airlines responsible for not observing their own riles and allowing the family of three passengers with a young baby, to be allowed to occupy the entire two front baggage compartments with numerous hand bags which was well over the norm of one handbag per person. They had remonstrated with me when I tried to make room for my bag in space over my seat.
    I was also told by the Police at the Airport that this is a common occurance, mainly with telephone and small items been stolen from bags and seat areas, which indeed surprised me.
    In the knowledge of this SL Arilines have a duty to inform passengers that they should be aware that there is a risk to their personal belongings on board the aircraft during the flight, as most people including myself were of the belief that our baggage once on board was safe and that a camera operated in the cabin! Tjis is negligence on behalf of Sri Lankan Airlines and I will seek compensation for my losses from SL Airlines.

  28. 1.0

    I had a worst and horrible experience with Sri Lankan airlines:

    I went to Sri Lanka on family vacation with my wife and three year old daughter. Since my daughter is too young, I booked the direct flights to DEL-CMB (UL196) and CMB-DEL (UL195) through Sri Lankan Airways well in advance (almost a month before). Though, I was getting other cheaper options as well but I paid an extra amount for direct flights in order to save time and to provide comfort to my wife an daughter.

    I had a great time in Sri Lanka but my entire vacation got spoiled when I was returning. My flight UL 195 was scheduled at 14:10 from Colombo to Delhi, I got the ticket confirmation e-mail well in advance through an e-mail. But when I reached at the airport at 12:45 the airline staff denied our check-in on a plane even when we had confirmed reservation. I requested a lot and showed them with a confirmed tickets e-mail but all in vain. Moreover, the staff was so unprofessional that they were cracking jokes among themselves and laughing instead of addressing my issue. Later they started evaporating from the counter and I was standing like a fool with my wife and daughter waiting for someone to come and help me. They wasted almost 45 min in all this process intentionally. When nobody came to help me, I asked them to call their manager so that I can request her.

    To my surprise, Ms. Sandhya (the check-in manager), instead of showing an empathy towards my request she stopped at each and every counter met all her staff, cracking jokes and it took almost 30 min for her to come to me. Since it was almost 14:00, she said due to Sri Lankan airways customer care mistake they over booked the flight and they have given my seats to someone else. I requested her a lot but she refused to help me while putting all blame on customer center representative.

    At last they offered me another connecting flight through Air India from Colombo to Chennai scheduled at 16:30 and then Chennai to Delhi from 21:00. But situation got worse when I came to know that this flight is already delayed by one hour. Since, I was not left with any option looking at my wife and daughter I had to compromise with the situation, thereby waited for almost 4 hours at the airport and took almost 12 hours to reach Delhi i.e. somewhere around 12:00 during night.
    It was indeed worst experience ever facing the unprofessional behavior from Sri Lankan airways staff. Spending extra amount for direct ticket and getting delayed flights with 12 hours long journey in return.

    With that said, It was a horrible experience and moreover huge suffering for my three year old daughter who waited with us for 5 hours and travelled for almost 8 hours. Due to this, I decided not to come to Sri Lanka in future and even not suggesting anyone to visit as well due to this attitude and behavior of Sri Lankan airways.

    SriLankan airlines spoiling the overall image of paradise we call ‘Sri Lanka’.

  29. 5.0

    Myself, my partner and her 5yr old daughter booked return tickets to Sri Lanka with Sri Lankan airlines – outward journey 31/1/17 returning 15/2/17 flight numbers UL1504.
    I was born in Zimbabwe and a holder of a Zimbabwean passport. I had been living in the UK since December 2001, attended university and had been granted permanent residency in the UK in 2003.
    I applied for British citizenship in April 2016 and believed that would have been finalised in time for our holiday in Sri Lanka 2017. As time went on it became apparent that my British passport would not be finalised and I took advice concerning the best way to be able to travel outside the UK.
    I contacted Sri Lanka airlines and asked if a Zimbabwean Emergency travel document would be accepted by them as a valid travel document and received a reply on the 18/1/17assuring me that this would be acceptable.
    On Monday 23/1/2017 I travelled to London and visited the Zimbabwean embassy and they issued an Emergency travel document which stated on it that this permitted me to travel to any country in the following 6 months and return to the UK. I then went straight to the Sri Lanka airlines office, showed them the travel document. The Sri Lanka airline office made a phone call to check it would be valid to travel with and I was told it would be acceptable.
    On 31/1/2017 I checked in to Sri Lanka airlines at London Heathrow. A member of Sri Lanka airline staff at check in, his name was Roshan, took a photo of the document on his phone and sent it to the document checker, Mr Dalmika to be sure it was valid to travel. In his words he “did not want me to travel all the way there and be sent back” so he had to “check with immigration”. The date I obtained the ETD and the date it was valid until was pointed out over the phone to Mr Dalmika. According to Mr Dalmika, who was part of the airline staff at Bandaranaike airport, the reply from immigration was that the document was valid and acceptable. We were grateful to Roshan for being so thorough and it put our minds at rest. At this point we were treated extremely well by all the Sri Lanka airline staff. They apologised for holding us up, as we had to wait for half an hour to find out the ETD was fine to travel with, and even put priority stickers on our luggage as a goodwill gesture.
    My partner and her 5yr old daughter both had enterance visas purchased online but because of my problems with my passport and travel documents I was advised to purchase the visa on arrival at Bandaranaike airport.
    We arrived at Bandaranaike airport at 4pm on 1/2/17 and went straight to buy my visa. At the arrival desk my ETD was taken and passed to the Chief of immigration whose name I was unable to obtain. We were eventually taken into the main office and were detained for 5 ½ hours. My partners 5 yr old daughter was sitting on the floor, she had been travelling along with us for over 22 hours and was not even offered a drink of water. Both my partner and her daughter were in tears much of the time. The Sri Lanka airline staff did try to help but the Chief immigration officer was uninterested in our plight and we were treated like criminals.
    We were told by the Chief officer that if they could get a letter of guarantee, from a person of authority in Sri Lanka airline, that they would guarantee to take me back at the end of my holiday I would be allowed to pass through immigration and continue my holiday in Sri Lanka.
    For some reason the letter of guarantee was refused by Sri Lanka airlines, even though I had a return ticket, proof of hotel rooms booked and proof of indefinite leave to stay in the UK, and was also travelling with two British citizens, who had tickets to return on the same flight as me.
    I am at a loss as to why a Sri Lanka airlines official refused to give the letter of guarantee without speaking to me about my situation or the circumstances which had caused me to be in such a predicament. I feel the whole episode was a fiasco which resulted in me having my luggage and documents taken away before being escorted to a hotel room for the night, which I was charged a further $50, and then being taken to the airport and accompanied onto the plane like a criminal.
    I might add that all the Sri Lanka airline staff I came into contact with were helpful and kind and we do not view any of them responsible for what ensued. I do believe however that after speaking to numerous members of staff from your airlines as well as physically going to the airline office in London and being given the green light to travel I was misled to beleiving there would be no problems. Also in accumulation to all that the Airport manager who told Roshan I could get on the plane and I would have no issues with immigration ultimately sealed my fate to be deported. I do feel I took every step to try to ensure that my ETD from the Zimbabwean embassy would be acceptable as I checked and double checked with Sri Lanka airline, however, for all my care I found myself treated like a criminal by immigration. I was humiliated, disappointed and deeply distressed. The plans my partners daughter and I had made to play on the beach etc were ruined and my partner was left to cope with her distress as well as her daughters. Along with all this I was financially out of pocket, my flight was £487, I lost 3 weeks pay as my leave from work was unpaid plus many mores expenses.
    I hope you can appreciate the disaster this was for me, my partner and daughter and hope you accept I did everything possible to avoid what happened. In the end the refusal of a letter of guarantee sealed the fate of myself, my partner and her daughter and caused enormous distress to us all.

  30. 5.0

    I’m mother of 11 month old infant travelling alone from TRZ(Trichy) to LHR(Heathrow London ) on the 9th May by UL0132 & UL0503. My family always use srilankan airlines for past 25 years.
    My Check- in desk experience from TRZ (Trichy) to LHR(Heathrow London ) on the 9th may at Trichy airport was somewhat disappointing & horrible experience that any mother shouldn’t face.
    As I approached the Check-in desk with my luggage. My Check-in luggage was weighed & cleared (~41kg). The person (Mr. George D – Srilankan airline staff) who was standing next to the counter asked me “are you traveling alone”. I replied “yes, I am travelling alone and stated that I have done it before”.
    Mr. George replied “you are not allowed to carry all this hand luggage“. He asked me to weigh my hand luggage which I aware around 7-8kg but also he asked me to drop my laptop, ladies hand bag, infant food bag and baby carrier (shoulder sling). I objected him for weighing above and also showed all content.
    Initally, he said that I am carrying above my allowance and I have to pay for 8 kg. Meantime, my baby got disturbed, stressed by environment and started crying. I been asked to come by the side in order to clear other passengers. I have requested Mr.George & other person who stood by him to clear me as soon as possible as my baby is crying out loud and she needs feed and sleep. Mr. George was very lethargic and not attentive towards clearing me from the check-in desk.
    I explained to him that I have allowance to carry all this hand luggage but I am ready to pay for any excess baggage. Meantime I came to know, the counter doesn’t have card machine and the two ATM in the airport run out of cash and I have to use the exchange Bureau to withdraw cash. After few minutes he replied that I have to pay for 5kg overweight. I seeked explanation for the 5kg excess baggage and then he finally asked me to pay for 3kg extra baggage. I asked him to issue a bill but he took a very long time to do it. I don’t understand why, as I repeatedly asked him (nearly 4 times) to issue a bill and clear me from the check-in desk.
    Finally I paid INR 5.3k. The whole saga took more than 1 hr and my baby was crying nonstop for the whole period. As a mother, It was painful to watch my baby crying for the whole period because of ruthless behaviour of Mr. George. I don’t have any issues for paying for excess baggage if I have too but I question why should a person took such a long time (more than 1hr) to resolve this issue while a 11month baby is crying out loud nonstop & not even showed any courtesy towards baby.
    Whole Airport seen this mistreatment including many passengers. I am sure it is recorded in CCTV as well. Even some two officers came to me shared their view about this person & the way he handled the whole issue.
    However as a mother I only feel those minutes how horrible & painful experience to see a mother fighting with rude, inhuman, unprofessional, unsupportive service person & on the other side the baby crying whole time.
    Another humiliating thing is, Ms Bina Jerald & another person (Mr.X) irresponsive to those ordeal happening in front of them and not commented anything to Mr.George. Mr.X who approached me at the end saying “clear soon otherwise I miss the flight”. MR.X & Ms Bina Jerald was always there from the start with Mr.George but later blaming on passenger. Shame on you. Even as woman, she didn’t understand a mother’s feeling. The whole experience negatively affected my whole flight journey.
    I still trying to find answer why & what happen .I can’t come out of it until I find answers.
    Key complaints are
    1) Why Mr.Geroge D purposefully/ intentionally delayed more than 1hour even he seen my infant is agitated & crying whole time.
    Srilankan airline promised to all passenger that “committed to treating our customer as the number one priority recognizing the fact that our first responsibility “ & “strive for professionalism and quick response in dealings “
    Is there any care given to passengers like me who need it in first place?
    2) Why I need to wait for 1 hour with my baby crying in arms. Does it really take more than 1 hour to clear a customer at check-in desk? Which I doubt.

    3) It’s surprising an international flight carrier don’t have a card reader machine? Where is digital India gone? Does it not apply to airport & Airlines?

    4) Srilankan airline says free carry-on items are permitted in addition to hand luggage in all cabin classes – not specified any weight at all
    • One Laptop
    • One lady’s handbag, purse or pocket book
    • One overcoat, wrap or blanket
    • One umbrella or walking stick
    • One small camera and/or one pair of binoculars
    For passengers travelling with infants
    • One Cabin Bag 22”x15”x8” (55x38x20cm) containing infant’s food for consumption in flight together with infant’s toiletries and disposable items such as nappies weight not to exceed 11 lbs (5 kgs)
    • One infant’s carrying basket or fully collapsible stroller/pushchair (could be carried only if space available in Cabin. If not, as checked baggage)
    Why Mr.George D asked me to weigh all the above even I opposed?
    This type of thing is not common but why me while carrying infant. Is this opportunistic & using passengers to milk money? There is no question that I am very well taken care by cabin crew & immigration officer in all three airport but I never forget this experience even before my journey start.
    5) On 6th Dec at LHR (London) asked written permission letter from father for travel due to different surname even showing birth certificate to prove child is mine & passport showing my spouse name. Is it Airline Policy?
    I’m really not asking any sympathy to mother with infant or pregnant lady or any disable or old person at check-in because we are always strong & has enough ability & will power to carry on life. As passenger we like to see care & best experience that make us to fly again with Srilankan airlines. Srilankan airlines should deliver their values upholded as promised to passengers.
    Please fix the issue before another passenger is negatively effected not with this few foot soldiers (ground crew) sitting on table being picky, bully, harsh even working under some dodgy scam managers with no service mind & providing unpleasant experience even before journey start.
    This type of service & experience made me & my family to think before we travel in srilankan airlines again. Please take necessary action to prevent it happening to another mother.

  31. 1.0

    I am writing to you in connection with the above flight on which I was booked to travel on 17th April 27, 2017. I and my family has travelled with Srilankan airlines in several times. The flight was supposed to depart from Colombo Bandaranayake International Airport at 0155 hours but was delayed by 6 hours. I have reserved four seats for my family members including myself.
    I have done all the online checking activities and submitted all my necessary contact details if there is anything to inform. But you haven’t informed us in advance regarding the flight delay. We only got to know it once we got into the BIA. We reached to BIA around 2130 hours and at that time only we got to know that flight has been rescheduled to next day morning. We strongly believe that it is very unprofessional behavior that you have showed to us.

    In addition to that I have reserved three window seats when I am doing my online check- in. We didn’t get even a single window seat in your flight. What is the purpose of doing online check- in in your airline? We were totally disappointed regarding your service.
    Due to this 6 hours delay we could not attend the places where we have planned during the 17th of April and whole day was wasted due to delay and tiredness. We have to spend one night in BIA without having any facility. Your staff was not kind enough to facilitate us any place to stay during this 6 hours delay. It was very hard period for my parents since they are old and were not well at that time. Due to the sleepless night their illness also got increased and we had cancelled all our plans for two days including 17th April. We were planning to travel Indonesia during our stay in Singapore and we couldn’t make it reality because of your uniformed delay.

    The reason I was given was for the flight delay was technical issue. It was not related to the weather or any act of god. Compensation for delayed and cancelled flights that are covered by the regulations, won’t be due where there are extraordinary circumstances. Technical problems are not considered extraordinary circumstances unless they are the type that an airline could not expect to encounter when operating flights.

  32. 5.0

    Firstly, I would like to say thanks for your very good service until 16th April 2017 and I appreciate for that. Today (17th April 2017) I had a worst experience from your Cochin international Airport (COK). My flight time was 16.15 from Cochin airport to Doha (Via Colombo) and made online check in and I reach the airport before 1 hour of flight time. But, your staff already closed the check in counter before 1 hour and they gave my ticket to another person which is UNFAIR and UNACCEPTABLE. When I ask for clarification to your staff, they replied that I am late for check in (which is not correct) and I told them I came to the airport before 1 hour but the counter screen was not showing any notification / identification of the Srilankan Airline, without counter notification how do I know the counter number?

    The fact is, your staff closed the counter before the time and they issue ticket to another person.

    Two staff was there in the counter, Mr. Akhil Raj and Ms. Surya. These people was not cooperating with me and they did not given any clear clarification. There was a Manager / supervisor Mr. Dain who was avoiding all the questions (irresponsible staff).

    There was a Guy Mr. Hari, who was shouting at me like hell and his behavior was really really bad.

    I ask them to reissue or take any other ticket but Mr. Hari was shouting at me, finally I took another ticket (Qatar Airways for QAR 1760.00).

    You can check the surveillance camera time to make sure that I was in the airport correct time and also you can check staff computer, when they closed the counter and when they sell / issue my ticket to another person.

    Please note that, I have never expected such kind of bad behavior / service from your airline / staff.

  33. 5.0

    Flight Number UL 141 23:40 on 28th March 2017
    Counter No 4

    I was to travel with one of my grand son to Mauritius via Mumbai to see my daughter, son in law and grand children staying there for nearly 16 years. I was possessing a valid visa issued from Mauritius which was carrying my previous passport number and I was carrying my old passport with me as well. Since my passport was valid for six months I obtained my new passport which was carrying my previous passport. Sri Lankan airways counter headed by Mrs Nilusha asked me rudely to wait as visa was under my old passport. She was extremely rude to me where im nearly 70 years now. I was asked to wait until her boss comes. Boss never came. Later one of my known immigration officer came and then told all were valid documents but flight gate is closed. Later I was given to understand that Mrs. Nilusha arranged some known people to her to travel cancelling my seats where i was there 5 hours before. This was an unbearable pain for me. As I have to go back with my grandson by a taxi.

  34. 5.0

    I was travelling from Srilanka to Cochin. I regret for choosing Srilankan airlines as i lost my baggage. Complained was registered on the same day at airport and there were no call backs or emails. Very poor customer service. After 65 days of my follow up, they gave a very poor amount for compensation. I will never recommend Srilankan Airlines to my friends with my experience.

  35. 5.0

    I was on Sri Lanka flight to London on the 4th of March straight through from Colombo. The flight took off at 2.20 am, I had fallen asleep just before take off, I was then woken up by the passenger behind me in seat 57 k shaking my seat and hitting me. It seemed I had but the seat back. The lady attacked me with such force that I woke up shouting and trying to get her to stopping hitting me. At no time as this was happening or after did anyone of the airline staff come to see what was happening. I suffered head aches from the attack and was very shocked. I am disappointed in the lack of care and support provided by Sri Lanka Airlines and will be advising all my friends and family not to travel with Sri Lankan Airlines. I would like to have a response from this email as i feel very let down with the service you offered.

  36. 5.0

    On the 26th of Feb 2017 I travelled on Srilankan airways flight no UL1318 (Ticket No 6031691651587) to Kuala Lumpur and then from there to Sydney on flight no UL 2341 on the 27th Feb. When I collected the bags at the Sydney airport one bag was smelling of fish and it was soaking wet. I did not have any food items in this bag. The Customs officers sent my bags through the X ray machine and didn’t find food items either. When I came home and opened the bag it was smelling of rotten fish and some liquid had seeped in to my bag from outside during the flights. Some of my clothes were wet and smelly.

  37. 1.0

    My wife and kid traveled in the srilankan airlines on 26th Feb from Colombo to Tokyo.
    The steward was extremely impolite with my wife.
    He asked her to move to another seat. She was in 20K as his relatives wanted that seat.
    There were 2 kids who were his relatives and he kept forcing my wife for a long time until she told she cant manage a baby in another seat. Extremely displeased with my wife’s answer he asked the kids to move but afterwards also he was impolite.
    The seat next to my wife’s was actually vacant but he sent someone else to that seat.
    My wife requested to give that seat to a friend of hers who was also traveling along but the host said “No. That is not possible”.
    But the kind gentleman who sat next agreed to move.
    Throughout night he gave a very poor quality of service.
    He came very late or even never when called. We waited for 3 hours for a glass of water.
    We want him removed else me, my family and friends will never travel Srilankan

  38. 5.0

    It is quite unfortunate to experience a pathetic service and inhospitable treats by Sri Lankan airline staff. At the time of the boarding to the flight, my items I bought from duty free were weighed as my hand luggage and because of this reason I had to leave my liquor bottles at the airport as my hand luggage was over my luggage allowance. The Sri Lankan lady at the boarding point was so rude and she was rushing me to board the flight saying that the flight is going to talk off within 5 minutes. If she hadn’t refuse me to go back to the Dubai duty free shop, I could have reimburse the money for the liquor I had to leave behind. But there were others whose hand luggage were not even checked. After settling my mind over the loss I had to incur, I was furious to find out that the flight is 45 minutes late to takeoff. And surprisingly many of the seats were empty for a flight to be overwhelmed because of my liquor bottles. Ironically in the flight, one of the cabin crew member was forcing me to buy liquor bottles from the flight saying it is cheaper to by from them than from the duty free shops at the Katunayaka airport. I asked from her if my liquor was not allowed because my luggage allowance, won’t the liquor I’m buying from them will exceed my allowance, she did not have any answer. Later she mentioned that any item bought from duty free should not be weighed for passenger hand luggage and told I could send a complaint regarding the matter. Afterwards me and my friend traveling with me, decided to have a drink before the meal in the flight, and for the first time ever in my life in a Sri Lankan airline flight our drinks were served pre-poured to glasses and both of the drinks were were very strong to drink. When we asked for a chaser to balance the drinks, the lady crew member was arguing with me that there are other passengers to be served and they only have a limited stock to serve. They did not have ice cubes in their stock according to her. After much pampering my friend decided to take couple of liquor bottles from the flight. The funny part was we were never given a receipt and the balance was not given. After waiting for a long time I pressed the assist button to inquire about the matter. And each time the what the crew members did was to turn it off and leave without a word. I had to raise my hand and speak loudly to get their attention and instead assisting us they only argued like children. This is unprofessional beyond point and every time when these conversations take place the cabin crew staff was talking to us with her index finger pointed at us, as if we have made a mistake choosing our national airline. We never got the balance let alone an apology, not even from the person who acted as their supervisor. Not once any of the crew member were smiling (basic trait in hospitality service) and they were hitting the shoulders of passengers while they walked the isle as if it is a habit. Even a grocery shop gives a receipt for the goods bought but not an international airline it seems. No wonder half of the seats were empty in the flight and for sure I will not use Sri Lankan airline for any future travels and I will make it a point to mention all of my friends and relatives not to use Sri Lankan airline ever again. Furthermore I will look forward to have my 3 liquor bottles reimbursed at least.

  39. 5.0

    Srilankan airlines has offered a single day stay in a hotel ( so called ) , due to the transit for about 21 hrs . This is due to the renovation of the runway as mentioned by the srilankan airlines and this will be continued until the month of April . I agree with that totally and at least we expect a pleasant stay and our demand is not too high like 4 / 5 star hotels.
    I would like to mention about the issues faced by most of our friends from Jeddah who were working .The Transit was at the return flight as most of our friends have to the work the next day .
    1)We landed srilanka in the afternoon at about 4 pm and it took nearly 2 hrs – 3 hrs to clear the immigration. As this was a planned transit it should be already prepared and the time to get the immigration stamp for the transit people should be minimized.
    2) Some were chosen to stay in Good wood hotel and some in other. I don’t know the basis of selection but i assume this was done randomly. Though the receptionist and the management persons were really good to communicate and reach. The utilities, food and place for prayer were not properly arranged.
    3) Everyone in jeddah were mostly using srilankan airlines and some of us were flysmiles members. Priority should be given for Indian members who were travelling frequently and it was given to other nationalities and I Came to know that they were staying in well maintained star hotels were there are no mosquitoes and food is far better.

    I really did not want to complaint too much , but this is the outcome of 5 to 6 members ( Indian friends ) who stayed with me that night. The stay was really unforgettable as we have to sacrifice one day leave , leave our hometown earlier. etc.

  40. 5.0

    This is the second post I have had to write here as I am still waiting for srilankan airlines to resolve the matter of my damaged pushchair which happened 16/11/16 due to baggage handlers, no one ever answers the phone, and I have been waiting since 19/12/16 for a suitable reply, such poor customer service.

  41. 5.0

    I write to complain in the strongest fashion with regard to my treatment following the loss of my bag on the the 28th December 2016. I travelled from Dublin to Colombo on flight no’s: EY 42 & UL208. Somewhere on this route my bag ( tag no: 0607 EY600324) was misplaced and was not available to me for collection at Colombo Airport. Upon discovering this fact I immediately reported the loss at your Lost Baggage Desk who in turn entered the loss into your lost baggage “system”. They gave me the reference code CMBUL13987.

    Since that moment I have had ZERO communication from Sri Lanka Airways, other than my own repeated attempts at calling Sri Lanka Airways in Colombo by phone. On a couple of occasions (out of approx 30 attempts), I managed to get through to the lost baggage department who just told me that it had not been located yet!

    It is now 13 days into my holiday which has been seriously disrupted by my not having all my possessions with me as planned. I have been seriously let down and ignored by your service and the inconvenience continues.

    As you were the final carrier in my journey I understand that international airline rules dictate that you are responsible for the delivery of both myself and my checked in luggage to my destination! I therefore hold your fully responsible for the loss of my possessions and spoiling of my holiday.

  42. 5.0

    I flew with your airline on 7th January 2017 between 7.20 to 12.15 from Colombo to Suvarnabhumi Airport. My check in luggages did not arrive at destination and has been missing for two days. When I checked in I clearly mentioned that my transferring time is one and half hours. They were unable to issue my boarding pass as it was from Bangkok airways. I have been flying for more than three years and this is the 1st time I came across a situation like this. And also they said not to worry it will be safe.
    Further flight got delayed more that 20 minutes as well. Not a very satisfied flier.

  43. 5.0

    I’ve read lots of complaints about missing baggage with this airline. It fills me with little hope that we will receive our two missing cases. Also I think it’s shocking that this has happened with business class priority stickers on them! Can only imagine how they treat other customers.

    We travel to London once a year to pick up supplies such as children’s medicine and other essentials that you can’t get in Thailand. We have lost the lot! What a wasted trip, not to mention the cost. The case also has a bible given to my husband by his late mother. Your airlines carelessness has caused this! We are just another customer with lost luggage. Check the tags you gave us. The missing two don’t run in sequence( not sure if this matters. I’m just trying to find any way of getting our bags back) in 21 days you will tell me the bags are lost and the search is off!!!

  44. 5.0

    On 3-1-2017 i flew from chennai to bahrain with my family members. The transit time was from 12pm to 18 hours (6 hours at airport) by flight # ul130 & ul215. We were told we can request for food and refreshment but at 3.15 pm the transit counter said the time is over and they cant issue a coupon for a refreshment. I tried to check for executive lounge, and i was ready to pay their fee of $15/ person. I got 100 dollars, and the lounge was not having sufficient balance to pay back. So they denied from the first approach it self. Several attempts i made but there was no results, transfer desk is unfriendly. They even serve meals with an arrogant attitude. It was nothing but bland rice and dal curry. Plus transit desk crews are really arrogant and they are not ready to help the passengers. Hope the airline will provide good customer service training to ground staff.

  45. 5.0

    Me and my brother were going to China on business trip. We decided to try Sri Lankan airline, first time in our life. Our flight was on 11th Dec 2016 from lahore to Colombo and then Colombo to Shanghai. We were so upset by the behaviour of Sri Lankan airline’s station manager Mr. Faiz. As our return flight was with shaheen air and we had return tickets with us but we were told that shaheen air is not in our system so you have to have return tickets with one of the air line in our system. I called my travel agent, he booked our return tickets on Qatar airline and told us that our tickets are showing in Sri Lankan air line system. I asked the boy on the counter while my travel agent was online with me on mobile and the boy confirmed that it’s ok now, I can see it in our system. I think it was more than enough for us but then Mr Faiz ordered again that we cannot travel today, unless we book our return tickets with only Sri Lankan airline. It was so disturbing for us as we had so many meetings arranged in China. I requested him so many times but Mr. Faiz was not willing to listen. Then I had no choice and I call some of my media friends from my mobile. When he realised that I am not just an ordinary simple Pakistani person who will just offer him some money, he gave eye signal to the boy on the counter and the boy let us go on the flight.

  46. 5.0

    My babies pushchair got damaged on our flight to Colombo to begin our 4 week holiday, I reported this in Colombo and was given a reference number, We returned to the UK on the 14th December, I have been phoning every day and no one has ever answered the phone, I have a damaged pushchair with no brakes due to Sri Lankan airline staff, this made our holiday very difficult and I would like either the pushchair replaced or money to buy a new one.

  47. 5.0

    Yesterday My family and my friend’s travelled in UL 217 from Lanka to Doha. Our baggage got missed, then we reported and came back.. No compensation ( Regulation (EC) No 2027/97) provided by SRILANKAN. Today morning when we open our child cradle its full of oil, then we got msg to identify our missing bag. We went to Hamad International airport and complaint about the incident but the customer service rep’s response was shocking. “I have to open the bag before i leave the airport else complaint wont be taken and if i want to make a complaint i have go to UL Srilankan airlines”

    No one knew where to complaint in doha for srilankan airlines, and its not the first time.. except srilankan airlines all other airlines baggage comes quick in Doha. Really upset with services.

  48. 1.0

    I have been waiting 15 days for my lost baggage! The people at the lost baggage desk are incredibly unhelpful and it seems lazy! Shocked with the service! All they have to do is contact the airports I went through and give them my baggage tag, and wait for a response. I don’t see how this can take nearly 3 weeks. I have sent numerous emails to addresses that I have been told to message by Sri Lankan airlines, only to receive no response! Really disappointed with this airline and highly suggest nobody fly with them as it seems they are notorious for losing baggage, and as it seems, notorious for not caring!

  49. 5.0

    This airline is very sensitive. The staff is keen on grabbing more money from the passengers. They are trained to delay the the check-in counters so passengers are denied boarding..queue becomes long and finally passengers have to book next flight paying more. I even have proofs. Plan to contact IATA.

  50. 1.0

    This is a complain based on pathetic experience my mother had to face and the consequences. Never book your parents/elderly people tickets in Srilankan Airlines.

    She had wheel chair request in all airports already given. She was not given one in Doha nor in Colombo even after asking for one, and she is under observation in the hospital as she is having severe knee pain now. How can your staff say ‘we dont have any wheel chairs left so you have to walk yourself’ – Which airline does that.

    She literally had to blast at someone at Kolkata airport to give her a wheel chair. As they were not providing one.

    In JFK airport, the baggage carriers mishandle bags so we asked for fragile sticker. How can airline as big as yours say ‘we are out of fragile bags’ and have customers wait for 19 mins to find if any counter has fragile badges and eventually come and say ‘sorry i tried but we are short if fragile tags, now its your decision, you will have to take bags as it is.’ Which airline does that. We received the bag with broken handle.

    After the meal in first flight she severely vomited and almost was telling the staff that she needs wheel chair in Doha. How can your staff say, walk till the lobby and then bus will take you.

    Very dissatisfied by the services.

  51. 1.0

    On 14 October I tried to board a plane to Heathrow. I was denied boarding. I have Parkinson’s disease and the flight crew did not want to support me on the flight. I was told to leave the plane. I was examined by the CAA doctor prior to the scheduled departure time and was cleared to fly. I was treated awfully by the flight crew. I had to purchase a new ticket and fly a week later. I am disgusted about the way I was treated. I would like to request a refund of the ticket I had to buy to return to the UK (Sri Lankan RS 45,900.00) and (Sri Lankan RS 11,700.00) in overstay charges. I was highly inconvenienced in having to arrange travel and accommodation in Sri Lanka when I should have been able to fly on 14 October 2016.

    I believe that Sri Lankan airlines owed me a duty of care which was breached. The treatment of disabled people leaves much to be desired. Due to the airline’s lack of preparation and care I was in convenience physically, mentally and financially.

  52. 5.0

    I flew from London Heathrow to Colombo on 3rd December flight UL504. One of our bags did not arrive. No reason was given as to why the bag did not make it onto the plane to Colombo but we were told it was still at Heathrow. 
    

    We were told by Sri Lankan airline staff at Colombo airport that the bag would come in the next flight and would arrive in Colombo today the 4th December. We have waited for the bag to arrive today only to find out now that there is no flight to Colombo from Heathrow and we have been told to call back tomorrow night. No confirmation has been given about where the bag is and if it will definitely be arriving tomorrow. 
    

    This is extremely upsetting for me and my boyfriend as it is our anniversary and his birthday. Both days have now been completely ruined as he has no clothes, toiletries and valuables such as cameras. We have not been able to find any suitable clothing shops in Sri Lanka to find clothes to fit him so now it is the second day he has to wear the same clothes he travelled in which are completely unsuitable for a hot country. 
    

    He also has medication in his suitcase that he needs urgently. 
    

    This has been an incredibly stressful and very upsetting situation and has ruined two days of the holiday so far. And we still have no idea where the suitcase is and if and when it will make it to Sri Lanka. 

  53. 5.0

    At gate 9 which is overcrowded, waiting for flight QR 669, there is no ventilation or a/c and no windows to open. People are getting out of air and it’s about 30 degrees celsius

  54. 5.0

    I traveled Sri lankan Airlines UL 319 from Malaysia to Sri Lanka on 25/11/2016.

    The aircraft was extremely small and uncomfortable plus the aisles were very narrow and this was the main reason for all the inconvenience.

    What happened first was, when the air hostesses were beginning to serve the meal, I had to use the lavatory. Instead of politely asking me to get back, they reacted VERY RUDELY and asked me to get back to my seat, which I did.

    I wanted to just ignore what happened and waited until meal time was over.

    Then, I again made my way to the lavatory and again the mighty mistresses were trying to sell some products to other customers on the aisle (sky sales).

    Out of courtesy, I remained standing behind them so that they would give me some space, which I’M SURE they noticed but pretended as though I didn’t exist.

    Then I had to say ‘please excuse me’ and squeeze my way through, to which there was no form of respect or apology from their part except a strange rude look on their faces.

    Reading the complaints from others, it seems like my experience is no way close to all the nasty things that have happened to other people. But one thing seems to pop up often… THE STAFF!!

    My humble request to Sri Lankan Airlines:
    1. Please train your staff/stewards/stewardess about the so called hospitality that you boast!!
    2. Ask them to NOT treat their passengers like DIRT because we ain’t travelling for free!
    3. For the safety and comfort of passengers, please choose an air craft of an appropriate size for international travel destinations.

    Oh as for the cherry on top, two of them laughed out loud as I exited the air craft!

    Thank You Sri Lankan Airlines for the very UNPLEASANT flight..

  55. 1.0

    My baggage and Camera tripod was totally damaged when I reached Delhi from Male on 11th November 2016… behavior of employees were totally strange. They do not have any answer for our damaged bag and tripod. After an hour they shared Property Irregularity Report form with us…strange and sluggish behavior. The lady who was available there her name was Rashi.

  56. 5.0

    After a perfect holiday in Maldives, My husband and I were booked to travel business class on 30th October via UL – 104 Srilankan Airlines from Male thru Colombo to Mumbai
    The flight was scheduled to leave Male at 8:45. Initially the Srilankan staff said the flight was delayed by a hour. This worried us as we had a short time frame for the transfer to the Colombo – Mumbai flight. They told us to be rest assured the flight would wait for us to land as it was the same airline. An hour later, we were informed that the flight from Male to Colombo was cancelled and we were being moved to the another Sri Lankan flight leaving at 10:30pm! This meant that for sure we would be missing our connecting flight and so they informed us that they have put us on a Jet Airways 5:30am flight which meant we would have a 6 hour WAIT in the Colombo Airport! Ridiculous. Their compensation according to the attendants was that they had secured us a business class seat on Jet Airways. Which really meant nothing as we had BOOKED BUSINESS CLASS ON SRILANKAN in the first place. And the cost of this ticket is more than double the JET AIRWAYS ticket. Ofcourse this is a money making racket by Sri Lankan Airways to overcharge a customer, then move them to a cheaper airline.
    Over and above, the staff is horrible, unhelpful and un cooperative.
    The lounge that we had to wait at for 6 hours was like an icebox. There was NO reclining chairs and my husband got a serve back pain due to the wait. The Jet Airways flight seats too do not recline fully and hence my husband had no respite till we reached Mumbai and I had to take him straight to the physio.
    Instead of reaching Mumbai at 2am we reached at 9am which meant that I missed an incredibly important meeting on Monday morning. The damage between me and my client irreparable and the loss of revenue substantial.
    In the time it took us to reach from Maldives to Mumbai we could have travelled around the WORLD! 18 hours to be exact!

    In addition when we got our luggage finally, the lock had been broken and my luggage was all dishelvelled and ruffled through. A really invasion of our privacy.

    We had gone to Maldives to relax and celebrate my husband’s birthday and thanks to your terrible terrible SriLankan airline. Ofcourse the holiday was knocked right out of us.

    LESSON LEARNT: NEVER FLY SRILANKAN AIRWAYS

    As the Jet Airways flight cost must less, and the inconvenience caused to us was enormous. I accept a full refund from Sri Lankan Airways. It is the very least they can do for this disaster of a journey.

  57. 1.0

    Phones are not being answered on the 31/10/2016 from 4.45 p.m.to 5.30 p.m. Very poor. I think when the shift changing time comes they do not care about passengers.The customer care is there to handle phone 24 hours without any doubt.

  58. 1.0

    Took flight from Jakarta to Bangalore, first leg to Colombo on MJ 604 on 25 October and second leg to Bangalore on UL 173 on 26 October. My baggage arrived completely damaged with the trolley system broken and the base broken. This is ridiculous for a airline, and I possibly can’t buy a new luggage every time I fly to let the airline break it.

  59. 5.0

    I am Consultant Engineer working for European company and ADB Power Project in Tajikistan and Myanmar. Frequently I am traveling from Colombo to above countries. Today, I had flight to Beijing through your Airline (Flight No. UL868). Your Representative who was handling the Counter No.14 said that without return Air Ticket it is not possible to accept my journey to Beijing (time was 12.10 PM) I was not aware this regulation but I purchased the air ticket according to your staff’s advise and informed your staff who was at counter No.13 & 14 (at 12.47PM) unfortunately you staff informed me that all counter was closed you cannot get the Flight. It is totally unfair. Due to your bad coordination I loss my reputation with my Client and missed the Flight and I purchased a totally new Ticket to Beijing. Please advise your staff to behave well with customers and kindly educate how to handle situations like mine. Today it was me tomorrow it will be another person.

  60. 3.0

    Travelling UL103 ,63G , 3/10/2016

    Unprofessional airhostess , made passing by remarks which was shocking to hear as it is completely unexpected .
    Matter addressed to senior hostess but no one came with any apology or even a gesture of concern .
    We pay price for service and expect good behavior .

  61. 5.0

    This is what happened to us before our flight from Colombo to London on 25/09/2016. The flight was supposed to take off at 0105pm and we reached the checkin counter at 12pm.

    Upon arrival we were told that we are carrying 84 odd Kgs which is 25kg odd overweight to which we showed our previous Mihin Lanka flight from Dhaka to Colombo on 23/09/2016. And that we were told that we will be allowed 40 Kgs of weight per person since we had a valid student visa.Not only were the staff rude and extremely unprofessional in their approach to me as your customer but they almost took it to a different level of harassment by continuously threatening us that the flight will leave and we will miss the flight if we don’t pay. They were not ready to listen to us, nor were they cooperative enough to contact Mihin Lanka, repeatedly telling us we don’t have any time for all that. When we asked him about reducing weight from the bags , they said we don’t have any time for that and that we need to pay immediately otherwise the flight will take off without us. In an unknown country, waiting to aboard a flight to study for a year, we felt like being at gunpoint, being asked for ransom money and we finally agreed to pay the ridiculous amount of 590£.

    The situation worsened when he decided to weigh our hand luggages, which weighed a further 24kgs( I know the limit is probably 14kg for 2 person) but as students leaving for the entire year we expected some form of kindness. Without charging us for the extra 10kilos we were charged for the entire 24kgs, an extra 590£ So, finally we ended up paying up 1200£, from the money we were carrying as students to fall back on in London, stranded in a country which boasts of being hospitable to its guests, an amount that was almost double of what we paid for both our ticket from Dhaka to London.

    A decision that turned out to be completely wrong, to pick srilankan airlines among all other carriers. A decision to spend 60hrs in a beautiful city turned out to be one of our worst decisions in our travelling history I have had the fortune of travelling to atleast ten different countries including many in the European region but never have I faced such situation of not being able to carry a hand luggage other than a laptop bag, of being spoken in such a harsh way, being mentally stressed out at an airport, being threatened by the staff which literally washed away all our memories of Srilanka I am hoping the authority would take a look at the situation and offer me a refund. 1200£ for over baggage was certainly an unfair deal.

  62. 1.0

    When I got into the aircraft I had my hand luggage with me. However there was no space above me. The air hostess took the bag and kept it on the business class section. While leaving the aircraft the crew manager of the flight told I will be charged in a harsh way. I explained it to him.

    UL 124 chennai to colombo (21.09.2016)
    The crew manager was a old man with little bit of hair.
    He argued irrationally without any logic. I clearly see this as an unprofessional way of dealing with a passenger when one of his crew members had made a mistake. Blaming it and saying they will be charged is incorrect. I am a woman and a frequent flyer. This male chauvinistic approach makes me question your staff’s values and underestimate the entire srilankan airlines crew members. Pls appoint people with better education, it shows on their behavior.

  63. 1.0

    I was travelling on ul 503 flight from Colombo to London on 19/09/2016. I checked in through online and got the boarding pass seat no. 63D and as I came to the airport checkin counter got the reserved boarding pass 63D. And I proceed to the aircraft when I got in to the aircraft there was a passenger who was seated in my seat then I spoke to one of the crew member to see they have issued two boarding pass to the same seat. I m totally confused how can this happen and then since I am a 6 footer I reserved the aisle seat cos it’s convenient for me as well as the passengers who will be seated next to me.

    The crew member gave me a different seat 61D with a family next to that seat. Since it was a aisle seat and (me being a frequent flyer I didn’t make it a issue) I said I don’t mind since it’s a aisle seat but I said I will wait until all the passengers board the aircraft & if their are any other aisle seats available I will change .( because the seat that the crew member relocated me 61D next to me was a family with kids) I didn’t want to be disturbed cos I came on a business trip to Colombo and heading back to London within a day and was really tired.

    I was seated in 61D and after all the passenger boarded I went to the mid Galley and asked one of the crew named praveena that is there any seat available.. an aisle seat some where. But the reply from her was very very Rude she said “sorry there are no seats pls go back to your seat” .

    I was SHOCKED.. flying with Srilankan Airlines from day one until now and never had a answer from a crew member like this before. There is a way of talking to a passenger politely and in good manner. I was angry the way she spoke to me but I kept myself calm.. its a long flight. I said ok and I went to my alternative seat. I saw the crew member who I spoke to said something pointing me to another crew member who was working on my aisle (61D). After that onwards that crew member UTHPALA who was working on my aisle was showing me attitudes. I was totally disappointed and was wondering what’s going on. I regret that I came on this flight.

    The 11 hour journey totally became a frustrating flight. I was asking myself is this the way Srilankan airlines treat the passengers. Please make sure this doesn’t happen again to me or to other passenger.

    I am not just flying for free I HAVE PAID FOR MY TICKET. I didn’t have my meal as a courtesy they were not even bothered to offer me a sandwich. Since I didn’t have my meal. I waited until the meal service was over I asked for a cup of coffee which she was never bothered to give me.

    When I press the call bell until for 10 min no response at all. In case If it was an emergency I have pressed the call bell what would have happened??? Through my experience of flying I am saying this. Feel so disappointed cos never thought I will experience a situation like this. When these kind of things happen Srilankan Airlines is loosing it’s frequent flyers. I had a pleasant flight (London to Colombo) on ul 504 -17/09/2016. But this flight way back to London was a disaster. I hope you will look in to this complaint.

    Whilst cabin crew are primarily there for safety reasons, as a representative of the airline, they should afford passengers basic courtesy at the very least, helping to make your flight as comfortable as possible.

  64. 1.0

    I and my wife travelled from Colombo to London on 16/09/2016 by Sri Lankan airline Airbus UL503. During the flight my wife wasn’t well and she was 22 weeks pregnant which was informed to cabin crew at the beginning of the travel. After the lunch the situation got worse and she had to rush to the toilet. The toilet was engaged. She started to puke outside the toilet. The worse, she was made to clean. When asked, the staff replied “we are not here to clean your mess”. Absolutely rude service, despite knowing my wife was pregnant. This is clearly not good for the future of this airline.

  65. 5.0

    I arrived to the checking counter at 10.55pm to checkin flight No 6883.​ to fly Ottawa via Frankfurt.
    ​
    I came under medical ground and I already requested wheel chair from the ​ entrance but I did not receive them. I hardly managed to come to the counter with my child but counter staff refused to take me in to the flight. Even though I explained the situation they proudly refused, they were not ready to listen even. They were very rude to me. They said counter is closed but the time was 10.55pm and fight time was 12.05am. There was over an hour window and still they were working in the counter.

    They refused to check my baggage even though I already paid for excess kilos. On my way to airport I had go to the doctor and my husband from Canada already informed the situation to the Duty manager. However, when my husband called again to the duty manager she said that all the documents have been finalized. Then my husband explained there is an hour for the flight and still there is enough time to accommodate us and issue the documents.But she refused without any valid reason.

    My husband has over five years experience in international relations and working with airlines/ airport staff. He said the situation AND THE BEHAVIOR of the CHECKIN COUNTER Staff were not accepted. Very unprofessional.

  66. 1.0

    We booked 3 sits in the flight from Colombo to Chennai.

    The take-off was planned at 00:55am.

    At 00:00, the person who was taking care of our checking checked our passports and printed our 3 boarding passes.

    He then asked my friend to show his return ticket to his home country. According to him, this was required as my friend had a business visa expiring in less than 6 months.

    From 00:00 to 00:30am, we literally begged Sri Lankan employees to provide us an internet access in order to show the required ticket.

    Moreover we were not able to use the airport wifi as the connection was too slow.

    None of the employees helped us in any way. The trainee in charge of our check-in kept on asking us to wait 5 mn for his help, while taking care of the other customers, without finally helping us in any way to solve the situation.
    His manager was also present, and literally ignored our request. He even threatened us to call the airport security and to throw us out of the airport as we were becoming really worried and helpless.

    Eventually, I managed to load the ticket of my friend on my own phone, and showed it at 00:30am to the employee. He then replied back that the gate was already closed and didnt let us proceed to the boarding, though we still had 25 mns before flight take-off.

    We therefore had to change our three tickets for the next flight, paying extra charges, and waiting from 00:55am to 7:20am in the airport.

    Sri Lankan staff made us miss our flight for no valid reasons. We tried raising a complaint, but they refused to take any action to compensate us.

  67. 5.0

    Today(10-09-2016), I made a travel from Riyadh to Trichy. The cabin crew services are mainly focusing on how to sell alcohol to a passengers, not really care about general passengers. They do not switch off the lights 3 hours after take off and dinner services are late. I am frequent traveler with the airline due my projects. But this is the first time i had such experiences.

    They are also trying to make more money from passengers with hand luggages, they have 7 kg limit. If the hand luggage is more than 7 kg, the boarding officers stop passengers and force them to remove items. They have again another check before boarding and another while transit.

  68. 5.0

    I am writing this to make a formal complaint against Sri Lankan Airlines which treated me inhumanely and unfairly. On August 31st 2016, I boarded Sri Lankan flight 403 from Bangkok to Kochi, India. After I arrived Colombo at 11 am, I proceeded to take flight 167 to Kochi. There the Sri Lankan airlines agents detained me and told me that I could not go to Kochi unless I had a return flight from Kochi. This was rather surprising because I had a valid visa to go to Kochi, India. Why should SriLankan airlines assume the responsibilities of Indian immigration? I have travelled to India several times with visa and one way ticket. It is the first time that an airline like Sri Lankan airlines decided to detain me after my arrival. I had to stay at the airport and then they made me buy a return ticket and on top of that made me pay for my trip from Colombo to Kochi on the next day at 7:30 am. I was forced to pay $92, although I already had paid for the entire trip. Sri Lankan airlines used all their power and authority to subject me to such harassment on a woman travelling alone. You treated me like nobody. I went though such a nightmare, that was the making of some Sri Lankan agents.

  69. 5.0

    My family of four, wife and 3 children flew from auh-cmb on Sri Lankan Airlines on 3rd September where there was access of 8kgs in our luggage and there was about 20kgs left in our hand carry. From the counter they refused to let a single kg to be added to our luggage even after explaining to them that the youngest was 4 years and others were having bags with them. If not given a chance in the beginning why should they take the same before boarding! It is correct there are rules but then you should not take at the boarding point. We always travel on Sri lankan 4/5 times a year and the staff are really heartless.
    You should monitor them and see how they work. Don’t let the airline lose it’s credibility because of few others.

  70. 5.0

    My Previous post’s complaint has been sent by mail to related department to get a solution. Hope they will take some action. This is really worrying since Sri Lankan airlines is known for excellent service and i always recommend to people i know. Hope you will bounce back and maintain the service that we have got in the past to retain the customers.

  71. 5.0

    I transferred payment of RS 17100 to do a date changed in my wife’s ticket from Sep 8th to 7th. But unfortunately Sri Lankan airlines failed to do the committed change and provided some reasons which are not acceptable. Anyhow since the date change hasn’t been done, I requested the refund. We will think more than once when we choose flights in the future. Will try to avoid flying in Sri Lankan airlines as much as we can.

    Also note that the customer Service staff behaved very cheaply. As regular fliers of Sri Lankan airlines we are really disappointed about the service which we have got. I do not want to mention the individual’s name here and make an issue for them. But will publish if needed. Still we don’t understand why they refused to do the date change after committing and taking the payment?? The Question remain unanswered!!!

  72. 5.0

    I traveled Sri Lankan airline from Kuwait to Kochi July 20th 2016. When i took the ticket, agency said two connection flights are available from Colombo to Cochin. One is only 1 hour waiting and 2nd one is 7 hour waiting. If i need the first one i need to pay around 60 Kuwait Dinar, more than the 2nd one.
    I paid for the 1 hour delay of flight, but when i reached the Colombo i went to the transfer desk they gave one food coupon and they gave another boarding pass also. I asked them about the flight they said no flight now you need wait until the next flight ie, after 7 hours only. I told to them about the extra money paid, they said if you have any complaint you can forward to airline complaint desk through e mail. At the airport in Colombo no proper response was given to the passengers, Airport customer help desk also cheap. I have never such dirty airport toilets in my life i think bus stand toilets are better than this.
    I lost my time and cash also. My family was worried because they were waiting for me in Cochin airport. They also lost their time and money.

  73. 5.0

    I had travelled from chennai to jeddah via sri lanka on 25/08/2016. I had booked luggage 2 nos whereas i received in jeddah airport only one baggage and my packed wheelchair is missing. I made a complaint in jeddah airport but no response yet. Been really long, still waiting.

  74. 5.0

    I travelled COK-CMB-JED on 9th aug 2016. I didn’t get my baggage till today. I have already registered a complaint at ground service company. They informed me they didn’t receive my baggage, so where did it go? I went to Srilankan officce at Jeddah, but they were not friendly or cooperating at all. I am confused with the next step.

  75. 5.0

    I took the Flight 225 to Dubai on 26 th of August 2016 at 6.25 PM. After i return to Dubai. I found my bagged has opened and some of the item were stolen among them a Casio Edifice watch and a silver chain. I have photographs taken after return to Dubai. The airline must do an investigation to such matters.

  76. 5.0

    I booked Srilankan airlines tickets to & Fro from Riyadh to Madurai. While returning back to Riyadh, I got the boarding pass for both flights (UL-2936 & UL265) Madurai- Colombo and Colombo to Riyadh on Aug-15, 2016 at Madurai Airport. Unfortunately UL2936 delayed from Colombo, landed after 1 hour from departure time and the same flight moved from Madurai to Colombo 1 hour 30 min delay. Subsequently Riyadh flight already left, but customer care there wasnt helpful. Somehow after 2- Hours arranged the hotel accommodation. We requested to Srilankan customer care representative to provide the seat in next direct Riyadh flight. But next day Srilankan representative came with transit flight Colombo to Bahrain & Bahrain to Riyadh with 7 Hours transit at Bahrain. We were not provided any facility and information. The highlight of the trip is that till today (21/8/2016) i did not receive my luggage. So I am more upset and struggling for cloth and amenities. Luggage ref# 3KQCS3) & Booking Ref# 3KQDBP.

  77. 5.0

    I travelled with my family from Muscat to Trichy on June 17th and return from Trichy to Muscat July 29. I was travelling by Sri Lankan Airlines last 20 years. This is the first time during a vacation I experienced a poor service on an international route. From Colombo to Trichy flight was operated by Sri lankan airlines. We purchased the air ticket with a high price but the flight and seats were really bad for long distance. Airline staff refused to give a blanket to my children. I hope you will improve the flight and services to Gulf destinations.

  78. 1.0

    EXTREMELY DISAPPOINTED AT HK WANCHAI OFFICE CUSTOMER SERVICE – I received this call from the no 852 25210807 around 11.23 am HK time on 17/8/2016

    Being disabled at the moment it was extremely disappointing to hear how the impatient customer service representative in HK Wanchai office (who gave me a fake name as “Holly” when I asked the name) shouted at me, when I have already requested a front seat from the lady called “Katrina” ( her colleague) who then refused to admit she said she will try to arrange the front seat for me.

    These were her exact words,shouting furiously,

    “We can not give you a front seat we can only give you a back seat , as per the Sri lankan airlines policy we provide only back seats for disabled”.

    Wow!! Don’t they consider the fact that the seat has to be suitable for the disability ???

    I have got my knee injured and I need to keep my leg straightened which is why I need a front sea. They requested for my medical report and all that and this is what I hear finally !!

    I then had to find a relative who is working at Sri lankan airlines Colombo office and she had to intervene and get me a suitable seat.

    Extremely unpleasant experience !!

  79. 1.0

    Sri Lankan is the worst company I’ve ever experienced. They damaged my luggage completely. After 2 hours waiting at Chennai Airport, they finally registrate a PIR. They ask me to send my PIR to this email – [email protected] with the invoice of the repairing cost.
    I’ve sent mails over mails but nobody is answering. I’m living in India, wonder how to make a formal complaint against Sri Lankan.

  80. 5.0

    Landed in Colombo Saturday afternoon and our luggage had not arrived with us from Dubai. Had a text at o4.26 Sunday morning to say the luggage had arrived at Colombo airport. It’s now Tuesday and our luggage has still not arrived with us. We have no clothes, no toiletries, no medications, nothing. Despite speaking to the baggage information desk yesterday and being given a half hearted promise it would be with us later that day (the call was then terminated despite me still on hold) it has still not arrived. I have been trying to contact since yesterday evening however I just keep having the phone put down on me.

  81. 5.0

    We have just come back from our honeymoon which we booked through Kuoni travel. Firstly we were not very happy as we’ve had to take time out of our break to email you and were planning on emailing earlier on at the airport but with everything that went on we somehow didn’t find time.

    The beginning of our “romantic trip” didn’t get off to a good start, we thought we were booking with a reputable and reliable travel company and therefore paying that much extra to be reassured throughout our trip, but soon found out this wasn’t a problem down to them but the airline! Me and my other half popped in to one of the Kuoni branches in Southampton on Sunday to check, we didn’t need to check in online as we couldn’t do so previously when we tried and were told this isn’t necessary as its all done through the new E – ticket system so just to turn up and they’ll do the rest there…

    Having arrived at Heathrow on Monday 18th July we went to check in and while in the queue we had an airport representative come and speak to us to inform us he’s really sorry to tell us and that’s he’s nothing to do with Kuoni but basically we have not been booked on to the flight due to the airline overbooking the flight! Great news to the start of your honeymoon!

    We then get told we may get you on the flight but you have to go straight to the gate number through the other side and wait there until they tell you more! We rushed through the other side, past all the shops we were hoping to get holiday clothing and toiletries in and skipped having dinner in one of the restaraunts and got ourselves straight to the gate, we then got told to wait by the side until all the passengers had gone through and to see if there’s any space on the flight for us!! An absolute joke! We stood for over an hour in the hope that someone wouldn’t turn up for their flight so we could get on!

    Finally they say there’s space for us but not sure if our bags will be able to get on the flight!! So obviously Wernt happy to even get on unsure our luggage would turn up the other side! Then get told we won’t even be sitting together for the 9 hour flight!!

    We took the flight in the hope that we’d receive our belongings the other side (luckily they turned up but we spent the whole journey worrying about it!) we got on board and found ourselves having to ask politely if anyone would mind switching places so that we could actually sit together for the flight!

    Just so disappointed to have spent almost 10k on a honeymoon of a lifetime and for it to start off so so badly! And even after landing safely the other side with our belongings we were on edge and still are that something else hasn’t been booked! We then had to take more time out of our honeymoon to email Kuoni as we thought they were responsible to make sure and confirm we were booked onto the remaining flights!

    I’m so so gutted to have to write this and waste our time doing so but we need reassurance that everything else is in place! We hope to get a quick response to this and hoping this isn’t something that happens often. It’s a real shame to have to go through all this hassle! Sadly in future I think we’ll definitely be looking to book through a different airline that we can trust.

  82. 5.0

    I flew with Sri Lankan on 31 July 2016. 1/ Checkin counter staff was very slow. We were kept waiting for so long especially with an infant. What is the use of online check in if you are waiting in a queue with your infant for 30:40 minutes. Ground staff know their daily work ..They took baby strollers from steps and did not supply it back at the destination upon arrival at the aircraft door. It was tough walking all the way from aircraft to baggage belt.
    Onboard -we later found out the business class seat we got after checking in on line which was a window seat was given to someone else. We were not informed. I saw a very senior staff (on duty) occupied 2 adjacent window seats for his report writing, if any passenger badly need a window seat the first option should be the staff (1person only) who occupied 2 seats. We pay extra money for business class ticket, check in online and block a seat not for cabin managers to change and over ride passengers choice? It is high time such cases be stopped and proper customer service training be given.

  83. 5.0

    Since last month i am trying to get a refund from Srilankan airlines, I have booked a flight in May to travel to Colombo. Due to some problem in my ticket regarding name i had to cancel my ticket and went through process of refund. However, till date I have not yet received my refund, so i am emailing them continously regarding refund. All i get is that we have forwarded to some email address, we are processing now it will take 15 days etc. Till now i only get email like this and no refund. When will i get my refund . I booked used a credit card and the faster refund will help me avoid penalties.

  84. 5.0

    I travelled from London to Colombo with Srilankan airline. First, in Heathrow, I was told that I might not have a seat , although my booking was made and confirmed 14 days in advance. On arrival, luggage were delayed, I filled in a form and made a complain, they took my passport and hotel info and said they will deliver it. I was calling the airline everyday, they were putting me on hold for ever. Everyday I ask about the bag, they promise they will deliver it in the evening. I was without any clean clothes, and to cut long story short, it took them 6 days to give me my luggage.
    Very unprofessional, rude people and very un helpful. I made a complaint, but they don’t even bother to answer.
    They are very un-helpful people and I ended up paying a lot of money on the phone, they kept lying each day, they are very careless people.
    I would never travel with them again. They are rude as well.

  85. 5.0

    I travelled by Sri Lankan Airlines from Trivandrum to Jeddah on 7th June 2016. I lost one baggage and reported to the airport authorities at the same time.
    After that, I visited Sri Lankan Airlines Jeddah Office and they took the original report received from the airport and informed that they will inquire and asked me to call them after two days. Whenever I called them, they are giving one or other excuses.
    I made a complaint with Saudi Arabian Civil Aviation Authority (GACA) and have not received any reply yet.

  86. 5.0

    To All Passengers who travel by Srilankan Airlines. Yesterday (22.07.2016) my family had a very bad experience. The Flight was 2 hours delayed in Doha Airport due to technical reason and finally took off at 12.30 AM. When arrived at Colombo, they found that the connection flight from Colombo to Chennai has left as per schedule. At the airport in Colombo no proper response was given to the passengers who are about to travel to Chennai. After an hour they took the Boarding pass which was given in Doha and gave them new with rescheduled at 1.30 PM which is around 6 Hours late from the actual flight.

    Airlines should have arranged with their partners to accommodate them in the next available. They didn’t arrange alternative flight immediately and they didn’t provide accommodation for the passengers. Even worse to the above they didn’t provide suitable food and had them eat sub-standard food at the airport. The Airline made the passengers to wait at the corridor not having wifi or International calling facility to call their family to inform of the delay. Many of the passengers having babies were sitting at the Airport without care. My Family is still sitting at the Airport without food and water.

    Last month my daughter lost a costly mobile phone in the flight. The mobile was switched off and kept in the bag. When my Daughter went to the wash room, the mobile was stolen by a passenger who was sitting next to my daughter. There was no one at the Airport to help her to lodge a complaint. She had to rush to the connecting flight to Chennai. We sent several mails to Airport customer care to find the mobile providing the EMI number, but nothing has happened till now.

    We have decided never to travel by Srilankan Airlines in the future and advise our friends to avoid.

  87. 5.0

    Subject: Denial of boarding in Srilankan Airlines Flight UL 218 on 13 July 2016 and inappropriate behaviour of the airlines staff
    This is with reference to me and my friend ’s bitter and spiteful experience with the SriLankan airlines staff resulting in mental anguish, loss of time and money.

    We reported to the airport after 7.45 pm on 13/7/2016, when our flight was due at 10.30 pm. There was a long queue there. We were standing in the queue from then onwards, till 9 pm when we reached the counter. We tried to check in the baggages we had packed together. We had three bags together to check in. They insisted that we can’t put our baggages together. We explained that we are travelling together to my home in Kerala and we have our bags together. But they insisted that we separate our luggage! We were surprised- it’s not the first time we are travelling with friends –we had always packed together and checked in together in various airlines. I myself had travelled in SriLankan Airlines in 2013 with a friend like that. But, the staff explained that it is their airline policy and they instructed us to repack – make our baggages separate 40 kg each and report before 9.30 pm.

    We followed their advice and repacked. As I didn’t have an extra bag, I borrowed my friend’s hand baggage to put a few kilos for check in. We rushed back to the counter by 9.15 pm, and they refused us saying we need to go back to the end of the queue again. We don’t know about this policy, but we very well know that if there is excess baggage to be given outside or to be paid, we come back to the same counter and not to the end of the queue. But Mr. BIMAL was insistent that we have to go back to the end, as if we are bypassing the queue. We tried to explain what he already knew that since more than an hour we have been in the queue and we have been at the counter before, we did not bypass anything. I was upset and argued that this is not fair on us. But, very calmly, Mr. Bimal SWITCHED TO A THREAT MODE, saying “if I don’t agree the staff won’t attend to you”, VERY CLEARLY IMPLYING THAT BECAUSE UNFORTUNATELY WE BOOKED SRILANKAN AIRLINES, WE ARE LITERALLY UNDER HIS MERCY ! I WAS SHOCKED BY THIS BEHAVIOUR AS YOU NEVER EVER EXPECT AN AIRLINE STAFF TO BEHAVE LIKE THIS EVEN IN REAL THREATS. But, we were left with NO CHOICE, so we went to the end of the queue again.

    BUT I WAS SO SHOCKED, that in between I went and asked that I wanted to talk to the supervisor. Then Mr. BIMAL told that he himself is the supervisor. So I asked him straight away that if I wanted to complain, how and where I should do that. Later, we reached another counter again. This time the staff, Mr. BALWIN checked my baggage, even tagged one of them, then we saw Mr. BIMAL showing him some signals …and suddenly he stopped the procedure .. and made us wait. We got worried as the time was running out for the flight and the staff telling, he doesn’t know what happened . Then Mr. BIMAL was persistently commenting that our baggage is pooled. And we were explaining that we had gone and repacked as they advised. IT SEEMED THAT MR.BIMAL WANTED TO DELAY US ON PURPOSE – AS IF TO SHOW “ OK. IF YOU DARE COMPLAIN, LET ME SHOW WHAT I CAN DO .” – THAT WAS EXACTLY HIS ATTITUDE!

    We waited for another 10-15 minutes without knowing what happened. Now appeared MADAM BINUSHA or DINUSHA whatever, who later turned out to be the embodiment of vengeance. She came and insisted that we are still pooling our baggages! We again tried to explain that – “ yes, we came together from same home, now going together to my home in India ,had packed together ,had bought some gifts also together – but we had followed the advice by the staff and had repacked our stuff and is coming back for a second time to the counter.” Then she found out that my friend was carrying a bag with my initials. I tried my best to explain that I already had a big baggage and rest of my stuff I had cargoed already. Since she wanted an extra bag I have lend her my bag and also pointed out that I am using her bag to put my things because I wanted a smaller bag. However we explained, this embodiment of stubbornness won’t listen. And they kept on saying we can’t allow, without suggesting a solution. Then frantically I told that, if it is because of my initials on my friend’s luggage, okay put it for me, I will pay for excess baggage, please let us go!”. Then, she immediately switched to -NO, THE COUNTER IS CLOSED ! When we are still in the counter after being in the queue for TWO HOURS NOW … We definitely know that we could/should have been allowed to travel; we were denied boarding because this lady did not want us to be on board, for reasons which may be hidden or unknown to us.

    And without any suggestion or help from any of your staff who all just left us bewildered, I went after Ms. STUBBORN EMBODIED – MADAME BINUSHA OR DINUSHA WHATEVER PLEADING, BUT OF COURSE, SHE TURNED A DEAF EAR TO KEEP UP WITH HER STUBBORN TITLE. I didn’t know what to do next, because my old parents would already be on the way to pick me and they will be waiting for us in the TVM airport. Then, since my friend was coming with me, we had made lots of arrangements for travel. Changing the tickets and bookings by one day is a lot of hassle. So we had to travel in the next available flight at any cost. SPOILING MY FRIEND’S ENTIRE TRIP TO INDIA IS A BIG PRICE TO PAY FOR SRILANKAN AIRLINE STAFF’S REVENGE ON ME BECAUSE I TOLD I WANTED TO COMPLAINT! So we had to pay an extra huge sum to avail tickets in next possible flight.

    After being purposefully delayed at the counter for 10 -15 minutes by your staff, how can they say that we have closed the counter when we are still there after standing in queue for two hours totally twice , after repacking as your staff advised ,after standing in the queue a second time as your staff instructed – HOW CAN YOU SIMPLY GO OFF SAYING WE HAVE CLOSED AND WE CAN’T FLY. YOUR STAFF IS NOT JUST CUSTOMER UNFRIENDLY TO THE HILT – IT WAS AS IF THEY ARE PUNISHING US. And, when we met the Srilankan airlines Station Manager, Doha Airport, Mr Ahamat who was polite and calm and did listen to what we had to complain in such a desperate state. But seemingly he too couldn’t help us much. When we asked him for a report that we were there on time and why we were not allowed to board – he just wrote and gave due to baggage pooling. There was no written answer to my question of why they didn’t allow me to pay excess baggage then.

    I even felt so scared that if YOUR STAFF CAN TORTURE IN THIS RASH WAY TO US ON GROUND, THEY ARE CAPABLE OF PHYSICALLY OR MENTALLY TORTURING US ON BOARD OR EVEN AT THE STOP OVER IN THEIR NATIVE COUNTRY OF SRI LANKA. Previously mine and my family member’s experience with SriLankan Airlines had been really good. My brother and family always remember with special thanks, the hospitality your staff in Colombo airport had extended to them. My travel with my friend also in your airlines was smooth. So, I really don’t know what happened on this doomed day – maybe it was just that the DOHA TEAM of your airlines that day consisted of the most unhelpful and malicious of your group and we happened to be the victims. Overall, our current experience with Srilankan airlines was truly horrifying, unheard of, and I sincerely hope that this doesn’t happen to anyone else .

  88. 5.0

    My fiance was traveling from Frankfurt UL554 on the 20th July 2016 (4:40am arrival), one steward (Ramesh) was bothering my fiance asking personal info plus the phone number. He also told her that if she didn’t give the contact info he will be getting it from the feedback form which she filled out to give the customer experience of Srilankan Airline. Also he mentioned that he is leaving to Thailand and will return in 3 days and shall contact her. I even saw another air hostess encouraging his actions. This kind of behavior is totally unacceptable.

  89. 5.0

    Srilankan is known to damage baggage. I had a taste of it last week when I was traveling from Mumbai to Singapore via Colombo. I was made to pay excess baggage for 2 kgs for a item which was in my hand carry and not allowed to carry it by security and was made to check it in. i had to spend an additional 300 INR to have it wrapped at the airport plus 2165 INR for an item which only cost 2000 INR. On reaching Singapore I noticed that the item was damaged through the packaging. I have spoken to a duty officer and have mailed the customer service. 3 weeks and no response.

  90. 1.0

    I have travelled from Kuala Lumpur to India in Sri Lankan airlines and this is what happened.

    1. My luggage was not received at the destination place.
    2. After lodging complain at the airport, there was no senior person willing to talk to us to resolve our concerns.
    3. Was assured the luggage will be delivered at the final destination via the earliest flight.
    4. No one bothered to inform us on the arrival of the luggage.
    5. On follow up on Tuesday was informed luggage was already sent on Sunday, no one called to inform.
    6. Had to go to airport to collect the luggage today.
    7. To the great handling done by Sri Lankan airlines, my most important valuables have been Mia handled and are broken.

    To concerned authorities of Sri Lankan airlines with flight UL 315. If is this the way you will treat your passengers then please note you are in service industry and you will have to pay heavily for your mishandling.

  91. 5.0

    I was travelling Karachi to Kuala Lumpur via Colombo on 10 July 2016 Ticket number 6031720292745.
    My baggage had a shopper containing my new shirts, one perfume and medicines and it is a shock and huge disappointment for me that your airline has damaged my baggage so badly and my things are missing and stolen. I have emailed and attached the pictures for the damage evidence to the airline. The airline has not responded at all. I am trying to contact all the numbers since 2 days but no one is even picking the call.

  92. 5.0

    Srilankan Airlines doesn’t bother about customers and their grievance.

    I had a booking for 2 way for my son, due to personal reasons, I want to have only way. So I had requested to cancel the eticket ( bothway) 6032108053575 and asked to provide a single way , which was then issued with the eTKT#6032108110172.

    It was duly issued and confirmed.

    Then based on the airlines request, I made an online refund request for ticket 6032108053575 ONLY. I have never asked to refund ticket 6032108110172.

    But they had mistakenly refunded the new ticket (6032108110172) also and put me in trouble and since I had to fly on the same day, it has resulted me to buy a new Business class ticket on the same airline by paying additional 5300 SAR. There was a response from one Mr Hasalanga justifying the same using the following statement, which is unbelievable.

    “Though you have not specified a ticket number, our staff has refunded your son’s ticket ”

    How come you can assume something and refund the ticket?

    It is a mistake from the Airlines and I have never asked to refund my re-issued new ticket 6032108110172 . They have to provide compensation for the additional 5300 SAR which I had spent on the Business Class on the same airline.

  93. 5.0

    I was scheduled to travel on 13th June 2016 from Doha to Kochi using Sri Lankan Airlines. I arrived at Doha airport on time. My baggage was overweight so they advised me to reduce it. I reduced the weight and kept one suitcase along with me. I received my boarding pass and while reaching the first entrance the security stopped me. She called the manager from Sri Lankan Airlines and they saw that I was carrying the suitcase. The manager took away my boarding pass, behaved very rudely and said that I am not travelling today. I begged him that I am travelling for the first time and was unaware of the baggage policies. I admitted my mistake and asked him that I can return this suitcase to my cousin who is waiting outside and you please give me my boarding pass back. He was so arrogant and didn’t even listen to my request. I had to return back to my room and the next day I went to Sri Lankan Airlines office in Doha and they said that I can get some part of the refund amount (Which I still haven’t received). I had to spend double the amount on Etihad to reach home after 2 days. Total amount loss 27000 INR. My question is does the airlines manager have the right to take away passengers boarding pass if they commit a mistake unknowingly?.

  94. 5.0

    My mother was scheduled to travel from Tiruchirappalli to Qatar via Colombo today afternoon. First, the flight from Tiruchirapalli to Colombo kept getting postponed causing her to not be able to catch the connecting flight. Then later in the evening they said they have made arrangements for her to leave at 11 in the night. And one hour before her “scheduled flight”, she was told that the flight is cancelled and she will have to catch a flight tomorrow evening!!! She is still in the Tiruchirappalli airport and we are trying to figure out what games the airlines is playing!

    This is completely unprofessional and unethical of them to do this to their passengers! Since she is travelling alone, it has caused our whole family a lot of distress and mental tension. For an internationally operating airlines like Srilankan, we expect much more responsibility! If they had at least mentioned that she will be able to fly out tomorrow only, in the afternoon itself, it would have been so much better instead of waiting for hours!

  95. 5.0

    I had purchased two tickets Cochin-Doha leg on 07/06/2016. I have had horrendous experience with the customer service. At the Cochin counter Sri Lankan Airlines has such ude staff. They harass even and even hesitate to give boarding pass. They even closed the counter 10 minutes before the scheduled time.

  96. 1.0

    I was informed my fly miles status has been reduced from gold to ruby & my card had expired. I informed the staff at Heathrow this was not the case & I hadn’t been given a new card. The staff I talked to: Steffano & Dirk were very unhelpful & Steffano in particular seemed to take delight in being unhelpful. He stated there was nothing I could do & no one I could speak to. This was untrue as I had a number for fly miles & was able to make a complaint to Mohammed who was helpful. I would like to make a formal complaint as I have used Sri Lankan airlines over 10 times in the last 3 years & not been treated this badly or rudely. It should be noted stefano stared at me in a very rude & provocative manner throughout our exchange & after.

  97. 5.0

    I flew business class frm Mys-colombo-Riyadh. My baggage not only came late, infact later than economy passengers and instead of 2 baggage, i only received 1.

  98. 1.0

    We took a flight from Colombo to Paris on 03Jun16 and on the same day to Lisbon (only one booking ref.). In lisbon, no luggage arrived. And worst, they didn’t give us the baggage reference number in Colombo (we forgot to check if they were missing so didn’t come back to the balcony to request them) and we are since the 3rd of June contacting the support contacts (Portugal, Colombo and Paris) and no answers at all have been provided. Not even to say they are trying to find them.

  99. 5.0

    On 02nd-June-2016, I travelled using Srilankan Airlines with my wife and my son 3 years. I was traveling from Jeddah to Colombo and then Colombo to Chennai. I lost my hand baggage inside the airport near to the belt conveyor, really i am upset and struggling because even my check in bags are not received. Not very happy.

  100. 1.0

    I travelled using Srilankan Airline with my wife and my 2 daughters, of which one is child and other is infant. I was traveling from Karachi to Colombo and then Colombo to Kuala Lumpur and my return path was the same. In total I took 4 flights and not on any single flight was I given bassinet seat. I requested for it on all four flights while check in but the reply I got was that it has already been given and i again and again asked them that are you sure bassinet seat was given to a infant and reply I got was YES. On all four flights the bassinet seat was given to a adult or on one occasion to a adult with one child. We had to carry our baby for 3 and a half hour flight for 4 flights in our lap knowing that some adult is enjoying leg space in front of us. It made our journey so uncomfortable and i regret why i chose to fly with your airline. I am going to report this issue to IATA and other concerned authorities.

  101. 5.0

    Yesterday i travelled with my wife from TRZ to JED. I didnt get my baggage on the arrival belt. I spent more than 4 hrs and really i am upset and struggling because all my 3 bags are not received. Not very happy.

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