SriLankan Airlines Official Reviews 355

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

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

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

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

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

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

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

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

Dear SriLankan Airlines Customer Relations,

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

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

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

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

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

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

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

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

Kind regards,

Susmita Regmi

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

Wir sind mit Sri Lankan Airlines geflogen, da unser Rückflug aufgrund des Krieges storniert worden ist. Der Flug wurde über das Auswärtige Amt organisiert für einen unfassbar frechen Preis von 1900€ p.P. Es gab keine Möglichkeit für eine Sitzplatzreservierung oder ein Zugticket um zu unserem Auto in Berlin zu kommen. Das Essen war scheußlich, man konnte auch dieses nicht vorher auswählen! Sitzplätze haben alle Reisende nur auseinander bekommen, selbst Kinder und ihre Eltern? Dazu war es im Flugzeug unfassbar eng, keine Beinfreiheit, nichtmal im Gang. Wir würden nie wieder über diese Airline fliegen und können diese auch nicht empfehlen!

FLIGHT:UL5O6.
Date:07/03/26

CABIN SUPERVISOR:
NISHADI KALYANDRATNE

CREW:
MALSHA HEWAGE
VISHMILA WEERASINGHE
SHABRI HAMIDON

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

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

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

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

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

El 14 diciembre compré a SriLankan Airlines 3 billetes para los vuelos MAD-DOH-CMB, saliendo el 18 de marzo y regresando el 6 de abril. Antes de Navidad nadie podía prever que se iba a desatar este conflicto incomprensible. A raíz del cierre del espacio aéreo catarí llevo más de una semana remitiendo correos a Srilankan para saber en que situación están nuestros vuelos del día 18, ya que la página web no indica mensaje alguno y se limita a seguir poniendo a la venta esos mismos vuelos como si no estuviera pasando nada. El vuelo MAD-DOH lo operaría Qatar Airways con su QR152. Se da la circunstancia de que Qatar tiene cancelados todos sus vuelos regulares con llegada o salida a Doha (salvo los autorizados para repatriar a quienes están atrapados allí), por lo que es imposible que el 18 de marzo el vuelo QR152 despegue de MAD y aterrice en DOH, de donde, teóricamente enlazaríamos con el UL218 de SrinLankan para llegar a CMB. He entrado en el chat de SrinLankan donde tras muchos problemas operativos consigo contactar con algún empleado. Pero éstos nunca me dan información exacta y real del estado de los vuelos, aún sabiendo que es imposible aterrizar con un vuelo regular en DOH. Se limitan a decirme que mande un email a las oficinas centrales (de ésos que no contestan nunca...). En resumen, si SriLankan pusiera en su web que no se puede aterrizar en Doha, todo estaría más claro y ya hubiera cumplimentado el formulario de reembolso por cancelación de vuelos, pero como siguen "vendiendo" billetes para vuelos que de momento no pueden volar a Doha, estoy seguro que si pido el reembolso me penalizarán con el 60, 80 o 100% del valor de los billetes, porque en su web no se especifica claramente cual sería el importe de la penalización ni como se aplicaría ésta. ¿Una penalización por cada uno de los 4 vuelos de ida y otras tantas por los 4 vuelos de regreso? Si hacen eso, y considerando que indican que cada penalización "puede ser de hasta 255€" parece claro que al final sumarían más las penalizaciones que lo que hemos pagado por los billetes. En todo caso SriLankan Airlines está demostrando ser una compañía infame, que ignora y desprecia a sus clientes y que parece que silenciando la comunicación, busca aplicar penalizaciones abusivas para no tener que reembolsar ni un euro. Un desastre. Seguiré preguntando a SriLankan qué pasa con los vuelos MAD-DOH hasta el mismo día 18 de marzo. Vergonzoso.

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

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

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

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

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

Dear SriLankan Airlines Customer Service,

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

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

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

Sincerely,

Worse crew, horrible planes

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

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

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

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

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

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