SriLankan Airlines

✅ Trip Verified | I recently flew UL with family from MEL-CMB-MEL return. Given the many negative reviews seen here, I was expecting a very poor product. But to be honest I was pleasantly surprised. Of course there is certainly room for improvement - the seats could be more comfortable, upholstery needs to be changed, arms loose or broken, needs an overall clean. At times, the quality of annoucements were not the best. Boarding in CMB was a bit disorganised considering the flights were very full on both sectors. But, the IFE system for me and everyone around me was working in both sectors (many reviewers here are complaining about it not working). A decent selection of movies, TV and music. Good head sets. Food was average airline food, can't complain. Cabin service was very professional, helpful, efficient and attentive. Bagage was delivered to belt on time. Check-in at both ends was OK. Will definitely consider again. I got what I paid for. For those complaining - please pay more and choose another airline.

✅ Trip Verified |   I've seen many negative reviews about Sri Lankan airlines. However, my trip was so good. Even though it was a 1-hour flight, they provided drinks and a snack which doesn't happen in North America. The service was professional too. I hope they will grow!

Not Verified |   We booked our return flight as a direct flight, which was canceled and then simply staying in Paris. We started more than 3 hours later, missed our connecting train, were poorly provided with drinks, unfortunately not a great experience. Our direct flight to Colombo from Frankfurt was great: very nice staff, super on time!

✅ Trip Verified | The worst ground staff there is in any airline or airport in the world. I was late by 5 mins to check-in my bag to go to Bangalore and they refused to take my bag even when I was pleading with them. What's sad to see was the ones who checked in there bags 5 mins before me they were the casually walking towards the gates and if they had allowed me to go through I would have reached the gate before the ones who checked in. Further more they lie to you as well ones they denied me they told me to go outside and go to a counter where I will be able to refund a part of the payment I made for the flight which was a lie they just did that to get rid of me from there counters. I was so lost and helpless at that point, there were no direct flight for me to catch nor any transit flights to Bangalore that day. Somehow I managed to fly to Chennai that same night and then to Bangalore on two flight. My seat had leftover food from the previous flight and the flight delay almost made my lay over impossible to do, but thanks to the staff at the Chennai air pot who gave me a cabby to go from checkout to check-in and helped me through out the process of the airport I was able to get to Bangalore and make my trip work.

Not Verified | Our flight UL166 from Kochi, scheduled to depart at 10:20 AM, was delayed until 12 PM. Consequently, we missed our connecting flight from Colombo to London. The staff later mentioned that the flight did not wait for us as other passengers on the flight would miss their connections. Does that mean our time and money are of no value? Are we traveling for free? The customer service at Colombo airport was extremely poor. We were not informed that we had missed our flight. A staff member just asked us to follow him, and we thought he was trying to expedite our transfer to the London flight. He told us we missed the flight only when I specifically asked him. The staff then nonchalantly suggested we wait until the next day's afternoon flight, offering free accommodation and travel as if this was a satisfactory solution. Don’t assume everyone will be happy to accept anything given for free. Our trip was not a leisure visit to Sri Lanka, and this unexpected delay caused us to lose over 12 hours. I was scheduled to return to work on Monday, the 15th, after a three-week holiday due to a family emergency. This disruption made it very difficult at work, as I had to negotiate additional leave. Furthermore, I was traveling with my four-year-old daughter and my elderly parents with health issues, which made the situation even more challenging. After an hour of conversation with the staff, they suggested a flight from Colombo to London via Riyadh. We had to agree to this as it was the only option available. Another solution suggested by the staff was that I could take a night flight if I had to return to work, while the rest of my family stayed until the next day due to insufficient seats. This was an unreasonable and impractical suggestion. The entire journey was made hectic due to this delay. Additionally, the food served on the Colombo to Riyadh flight was substandard, and the flight from Kochi was untidy. This was my first and last travel experience with your airline.

Not Verified | Avoid Srilankan Airlines at all cost. We faced a worst experience on 26th of June when we had to travel from Srilankan to India. On 26th we had a flight (UL 139) at 1.35pm but our seats were given to someone else and they told us that the flight was overbooked and also they forced us to take another flight the following day. After some time we got a connecting flight (Srilankan to Trivandrum via Bangalore - UL 171) at 6.45pm, which was again cancelled few minutes before boarding. Regarding this no any proper response was given from the staffs for our questions and their behaviour was very rude and ignorant. We were told that if we question them (transit staff), they won't let us fly the following day. Many people faced trouble without food and accomodations for days due to continuous flight cancellation. On 27th we had a flight at 8.20am (UL 161) and that was delayed for 5 hrs. Never fly in Srilankan Airlines.

✅ Trip Verified | Very bad service. People are waiting for more than 10 hours in the Airport and they are not giving any food or accommodation. Never ever fly with this airline.

✅ Trip Verified | Things started off badly pre-flight - the lounge you get to access with One World status is without shadow of a doubt the poorest excuse for a lounge I have ever experienced. Tiny (no seats), no facilities and just warm bottled water. And it was dirty. The same way the kept the plane it turned out. The seats were cramped - it was the first time my 14 year old complained about not having enough space. The cabin was old and tired. The food was edible, but not great. The IFE did not work at all for any of the four seats we were in for the entire 12 hour trip. IFE is pretty fundamental when you are traveling long haul and with a family. The crew reset it 6 times and said I would be contacted post flight about compensation. I was not and, upon complaining, I found that the customer service is beyond poor. They did not dispute the lack of IFE or that its existence was pretty fundamental (who would choose to fly an airline without it). After much delay and effort chasing them, I was eventually offered the grand prize of the ability of getting a $20 discount the next time I choose to spend thousands with them. Needless to say - traveling with them again is something that will never happen. I will avoid at all costs.

✅ Trip Verified | Merely contributing to the scores of bad reviews for reason of: Horrible customer service, lost time and funds in attempts to right any wrongs, website functionality, missing flight rewards, failures to honour travel vouchers, but primarily: lack of appropriate (or any) response to legitimate enquiries/concerns. Despite the multiple attempts and length of time, lessons have finally been learned. This was the last occasion on which I, or any of my staff in Maldives will fly Sri Lankan. Conversely, in-person service on actual flights has always been commendable.

✅ Trip Verified | Do not use this airline even if the price is right. Totally unreliable, no communication skills and they just send holding e mails when you contact them. My flight was cancelled late at night until the following day. I missed one day of my trip and was legally entitled to compensation. They refuse to pay and it is now 3 months. I am taking legal action for myself and two friends but it is time consuming. Flight UL 504 27 February 2024 London to Columbo. No UK representative & no UK number to call.