SriLankan Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 652 reviews
6/10
3 star Skytrax Rating
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5/10

"a dismissive I don't care attitude"

(Australia)

Trip Verified | An unfortunate and disappointing experience I encountered during my recent travel on SriLankan Airlines flight UL605 from Colombo to Melbourne. The ground handling staff at the departure gate exhibited a level of rudeness and unprofessionalism that was disheartening. As a loyal customer of SriLankan Airlines, I have always expected and received a certain standard of service, but unfortunately, my recent encounter fell far short of those expectations. Moreover, I was witness to a blatant violation of the boarding procedure. It was disconcerting to observe that business class passengers, including myself, were held back while the family of a celebrity cricketer was allowed to board ahead of us. This not only created an atmosphere of inequity but also resulted in a delay in the boarding process for all passengers. Adding to the dismay was the apparent lack of concern displayed by the airport service manager when approached with these concerns. Several passengers, myself included, attempted to express our dissatisfaction and seek an explanation for the deviation from standard boarding procedures. However, the response we received was alarming. The airport manager of SriLankan Airlines responded with a dismissive I don't care attitude, undermining the valid concerns of paying passengers. Such a callous attitude from the airport manager is not only unprofessional but also tarnishes the reputation of SriLankan Airlines. Passengers, including myself, deserve to be treated with respect and courtesy, and the demonstrated behavior falls well short of these expectations.
AircraftA330-300
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteColombo to Sydney
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"such a negative experience"

(Netherlands)

Not Verified | Avoid this airline all costs. Regularly, cancellations of flights are not uncommon and lot of problems as results of overbooking strategy. The staff is undertrained, unprofessional and rude. They don’t show any empathy and wont listen to you. Never had such a negative experience an airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDelhi to Colombo
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"couldn’t even talk to a rep"

(United States)

Trip Verified | This airlines sucks. Air hostess are rude the customer service line does not care. I waited in line at the transfer services for 20 minutes while other people just cut in front of me and when I said something to the representatives they ignored me. I wanted to see if I can get an earlier flight or hotel since my layover was 12+ hours but I couldn’t even talk to a rep they just ignored me.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteColombo to Dhaka
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Its the worst airline"

(Indonesia)

Trip Verified | I fly economy from Male to Colombo, i did online bidding at 6pm to upgrade my class. Until i arrive at Colombo i don't get email for it, so i asked at the ticket counter. They said its not successful, so i pay cash to upgrade my class. At 4am i got email, I read it when I arrive in Jakarta. i filed complaint since then and until now i got no refund for my money nor their response. Its the worst airline for all the services.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteMale to Jakarta via Colombo
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"I will never fly with them again"

(Australia)

Not Verified | Incompetent ground crew in Colombo is the first thing I would say and I will never fly with them again. Going from Sydney to Colombo Friday 22 September-flight cancelled till Saturday. Seat is broken that it won’t stay in upright position. One flight attendant tells me “don’t worry” whilst another is telling me to put it upright, so I just lent forward for take-off. Arrive in Colombo and it takes ground crew 45 min to organise a hotel for overnight till connection to Male in the morning. Didn’t think much of it and just looking forward to the holiday (which was fantastic). Coming home, September 30th, the flight from Male to Colombo was delayed 3 hours so we missed the connecting flight to Sydney at midnight. I then had to queue for 4 hours to move 6 metres to get to front of the flexiglass to get a new flight via Singapore that was to leave at 7.20 but was delayed till 9.00am. So you can imagine how I was feeling having to be awake all night. The ground staff - of which there were 6 behind the flexiglass shield but only 2 assisting customers - worked at what I can only gauge as a snails pace. In no hurry to help. And the culture of men crowding in front of the flexiglass and not lining up was just rude. For our trouble, our food voucher was a stale bread sandwich 1/2 cheese, 1/2 tuna. A dry slice of cake and a soft drink. The journey was an extra 16 hours on top of what it should have been.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMale to Sydney via Colombo
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"crew inexplicably altered our seating arrangements"

(Australia)

Trip Verified | Disappointment regarding my recent experience on Sri Lankan Airlines Flight UL606 from Colombo to Sydney on September 22, 2023. This flight was, unfortunately, a source of considerable distress for me and my family. To begin, we were initially boarded on Flight UL606 according to our scheduled departure time, only to be left seated without any communication or updates for an extensive period of three hours. Despite having pre-booked seats due to the presence of an infant in our party, the crew inexplicably altered our seating arrangements, separating our family. Although a crew member eventually helped us regain our seats together with a bassinet, the initial confusion was entirely avoidable. The ordeal continued as we endured the delay without receiving any service or even water, despite requesting it in the sweltering conditions. After an extended wait, we were informed that the flight had to be canceled due to an unresolved technical issue. Subsequently, we were directed to the transfers and visa area to be accommodated in hotels. The process was marred by chaos and inefficiency, leaving passengers, including those with disabilities and families with young children like ours, standing in the same queue for hours without assistance. I must highlight that my family and I were traveling with three children, all under the age of 5, including an infant, and we were left to manage the situation entirely on our own. The lack of support and organisation from the airline and airport staff during this critical period was deeply disappointing. After a lengthy wait, we were finally allocated a hotel at 06.15, transported to it at 07.15, only to be returned to the airport a few hours later for our rescheduled flight. However, the transportation process itself was fraught with issues, including an hour-and-a-half journey and a delay in the departure of our next flight. The confusion persisted when we were issued new boarding passes with seat numbers that contradicted the information given to us earlier. Upon boarding, we discovered that our family, as well as others, had been separated, and the same seat numbers were assigned to multiple passengers, leading to considerable confusion and frustration. We experienced resistance and rudeness from one of the crew members named Jenaly when we sought assistance in regaining our originally booked seats. Ultimately, after a heated exchange and our firm refusal to accept the middle-row seats offered, we were able to reclaim our original seats, resulting in a further delay to the flight. I wish to formally register my complaint against the Sri Lankan Airlines crew members and airport staff involved in this incident. The lack of professionalism, coordination, and empathy exhibited during this journey was unacceptable and tarnished our perception of your airline. In conclusion, I express my strong dissatisfaction with this incident and convey my decision to avoid future travel with Sri Lankan Airlines. I hope that my concerns will be addressed promptly and that measures will be taken to prevent such distressing situations in the future.
AircraftA320-300
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKarachi to Sydney via Colombo
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Total delay was 18 hours"

(Australia)

Trip Verified | One of the worst airlines up to date. 12 hours of delay without notice and booking hotels after 13 hours. Total delay of the flight was 18 hours and the customer service team were extremely poor and hopeless
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteSydney to Colombo
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"Unable to sit with partner"

(Australia)

Not Verified | Late leaving. Unable to sit with partner. Screen did not work. No sound. No music. Staff did not know how to fix it. Customers on the plane moving seats before pushing back as we’re unhappy with where they were sitting. Screaming children the whole way. Couldn’t upgrade as were on a tour. Uncomfortable seats.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteColombo to Sydney
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"Very nice experience"

(India)

Not Verified | Very nice experience. Great hospitality, good food. The only thing was the chaos at Colombo airport. Several people outside who were not travelling. Something needs to be done about that. Some directions need to be put in place showing directions to airline counters. Hope some remedial measures will be taken soon.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteColombo to Bangalore
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
4/10

"Really bad experience"

(United Arab Emirates)

Not Verified | Really bad experience with this Srilankan Airlines & not recommend at all. When I'm waiting next flight to Jakarta from Colombo, they informed me through the email that the flight was delayed for 2 hours. No compensation at all, which is I have next flight after arriving in Jakarta. So automatically I need to cancel my domestic flight and reschedule for the next day.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDubai to Jakarta via Colombo
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no