SriLankan Airlines

On a recent UL flight the pre-booked meal I ordered online did not materialise. Subsequently I have complained to the airline but all they do is offer an apology. Upon pushing them further they then responded that they had no records to show that the requested meal was not provided. As a frequent traveller on the airline over the years I am disappointed the customer service level has deteriorated. There is usually also too much waiting about for the hotel transfer at CMB airport.

Roundtrip from London to Bangkok via Colombo. Outbound my entertainment system did not work. The cabin crew offered to move me but before doing so they tried the entertainment systems on 3 vacant seats and none had working entertainment. They gave up and apologised offering me a sandwich! On the return flight I was transferring at Colombo expecting a 15hr stopover and to be given a complimentary hotel by the airline. Staff told me I was not "eligible" for a hotel eventually I was put on an earlier flight to London. The return flight was acceptable but seats are extremely small and with little leg room. I requested a glass of water this was acknowledged by staff but it never arrived.

LHR-MLE-COL. Terrible outward flight on a very old A320. Really narrow seats with no leg room as there was a kind of solid metallic box under the seat in front no foot rest upholstery on seats lumpy and uncomfortable. The seat in front of my husband could not be properly adjusted to upright IFE did not work and anyway unwatchable as the picture was awful. To add insult to injury the food was inedible and cold and we were only offered one tiny glass of wine. We often fly Economy and know that one cannot expect too many frills but this gives a whole new meaning to the expression "cattle class". The return flight on 27th Feb in an A340 marginally better in that the seats were no quite so beaten up but all other comments apply.

LHR-CMB return. Flights left and arrived on time. Regular supply of drinks. Seats slightly uncomfortable. Going out my wife's IFE didn't work but our seats were swapped.

LHR-CMB-BKK return. All flights more or less on time. Food good for economy. Transit in CMB outbound straight forward. Off the plane and into a departure gate within 10 mins. Had to hunt for gate on return but no hassle. The home bound leg is tiring as its all night flights. Seats are a bit hard.

Paris-Colombo and Colombo-Rome (via Milan) in Economy. Crew friendly and proactive on the CDG-CMB leg. The small touches - distribution of menus 3 choices for main meals and warmth of the crew - makes UL stand above the rest on a good day. However an A330 which was added to the fleet recently - shockingly tatty on the inside with armrests held together with duct tape. Tiny video screens barely watchable. A340 on the CMB-FCO flight was in better shape despite being one of the older aircraft in the fleet. Seats were rock hard. Crew were somewhat disinterested on this flight. Check-in at CMB was a hassle with long lines at both check-in counters and immigration. Both flights on time and overall good value for money although cabin interiors and entertainment systems badly need to be upgraded.

I flew DEL-COL and COL-BKK. The aircraft used for DEL-COL leg was smaller but the food (dinner) was quite good with plenty of wines/drinks. Staffs smiley and attentive. From COL-BKK we were given a menu to select breakfast but in the end were brought whatever they had! Personal screen and entertainment was quite good however FA's a bit rude this time.

London to Bangkok via Colombo return. The outward flight was ok with just one exception - leg room! No room at all and when the passenger in front reclined there was no where to put my tray for meals. Food nice and the cabin staff on the London/Colombo were excellent - very polite and attentive for the whole flight. Colombo/Bangkok not so crowded so a lot more room. Entertainment not brilliant and English programmes seemed to be more animated films. Landing cards 'ran out' in the front of the plane and at the back I heard no mention of landing cards at all which proved a nuisance on arrival at Bangkok. Food quite good on outward journey and service was excellent. Entertainment not brilliant.

DXB-CMB A330. Decent welcome on board and comfort. Only negative aspects were no personal TV screens lights left on at full brightness for the entire night flight making the passengers restless and noisy. I was also woken up several times by the cabin crew at midnight assuming I automatically wanted to have dinner (despite having an eye mask on and ear plugs). The most frustrating thing was the beeping sound every time someone pressed the attendant button (every 1-2min for the whole flight). This should be switched off like some other airlines do.

SIN-CMB in Business Class. I take this flight as it leave/arrives at good times and avoids overnight flying. They recently changed from A330 to A320 and there is a big difference. A320 is cramped no leg rests (in row 1) little recline lack of overhead storage embarkation is a zoo! Meals are now on trays rather than the A330 trolley service. Crew seemed overworked. This compares to intra-European biz class or US domestic biz class on cheaper airlines. I would only recommend this service due to departure times.