✅ Verified Review
| Dubai to Kuala Lumpur via Colombo. My first problem with this airline started after I needed to change booking my leg DXB-CMB leg of this booking. Sri Lankan Airways provide a Skype level of customer support which is handy if you are overseas. I needed to bring forward by booking by a day. With each of four contacts with the Skype support I was advised of a fee of US$230 to change the flight, to which I agreed to. However each time the operator put me on hold to begin to process the payment the Skype call disconnected. These four calls took place over a four hour period. In frustration I bit the bullet and rand the Colombo based support number directly and got through quite quickly surprisingly. I was then advised that the same ticket change would now cost US$930! I asked why rise in price? I was told that they could see from their records of the calls that I was offered the US$230 but since this time the fare restrictions had increased the change for this fare. I told them not to bother. Things got worse. Check In experience in DXB was chaotic at best. Poor and inadequate lane signage to the point where most passengers had no clue where to stand. There was no priority given to Business Class passengers. Passengers allowed to jump to the front of line.and there was no passenger management by on site manager. Finally I got to the business class check in which is in reality no different to economy class I was advised at check in that I would be unable to collect or access my checked in baggage in CMB? Why not as this was the first I had heard of it? I advised manager that I needed my luggage as there were items in it needed for my business meeting in CMB. I advised that I had concerns that my luggage would get lost being in CMB for so long unattended prior to the KUL flight. (I was proven correct) I was advised to see what they could do for me in CMB. I did, and they could do nothing. So now I am in Colombo with no luggage. As I anticipated it would be, my luggage did not make it with me to KUL in the next flight leg. It wasn't until a chance meeting with a Malaysian Airlines Customer Service staff member was it established that Sri Lankan airways had indeed failed to put my baggage on the plane and it would arrive via a MH flight later in the day. Why didn't Sri Lankan Airlines bother to tell me? They had my email address. Now I had no luggage in KUL either! Finally the Sri Lankan Airlines lounge was terrible in CMB. People using mobile phones in quiet areas set aside for quiet times between flights, children allowed to run riot in the area without staff intervening with parents to control their children. Substandard and rudimentary food, generally served cold. Covers left up on food containers. I could go on, and on.