SriLankan Airlines Official Recensioni 372

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We always fly in business class and we are severely disappointed with Sri Lankan Airlines. The business classes of other airlines are so much better. We were called три days before departure asking if we wanted to take another flight. Since we were getting married in Sri Lanka, this was not an option! The lady on the phone said, I advise you to check in online 48 hours in advance. We would have done that and we had already printed our boarding passes. During the luggage check-in, we first showed our passports, and then the trouble began. She calmly said that my wife could not board because one seat was broken. We protested and said it would cause enormous costs, then we showed our boarding passes again, and then she said they were overbooked. Then we said we would take immediate legal action. Then suddenly there was space on board. It concerned flight UL 501 Frankfurt-Colombo. Once on board in the business class, it turned out that someone else was sitting in the so-called broken seat.

We do not like being lied to, in any case you do not treat business class passengers who pay well over 3k per ticket per person like that. What a poor airline. We have never experienced this with other airlines such as Qatar, Turkish, Emirates, etc. They simply take better care of their customers.

For the same reason we would have had to cancel our entire wedding.

We truly feel this was scandalous how we were treated, especially because there was outright lying.

My recent experience with Sri Lankan Airlines was extremely disappointing, leading to significant financial loss and wasted time.
​✈️ The Delay & Disruption
​Our incoming flight was delayed, which subsequently caused our departing flight to be significantly delayed. We had a short connection in Colombo, so we missed our connection to Singapore.
​While the airline eventually provided a hotel for the unexpected overnight stay, the disruption resulted in the loss of our pre-paid reservation at the Marina Bay Sands in Singapore, a major financial loss we were forced to absorb.
​🛑 Refusal to Provide Essential Documentation
​The most unacceptable part of this experience is the airline's total refusal to communicate regarding our trip insurance claim. To claim our losses, we require an official letter confirming the flight delay/cancellation.
​I have made multiple attempts to contact the airline:
​3 emails sent to customer service.
​2 phone calls (with long hold times).
​Multiple messages via their official WhatsApp chat.
​Sri Lankan Airlines has not responded to any of these attempts. Their complete silence and lack of support is effectively preventing me from recovering my losses through my travel insurance.
​
​The operational delay caused a significant and costly disruption to our itinerary, but the subsequent complete failure of their customer support to assist with a required insurance claim letter is unacceptable. Future travelers should be aware that if a disruption occurs, you cannot rely on Sri Lankan Airlines to provide the necessary documentation to claim your losses.

We flew LHR-BIA in Colombo. Think of this airline as a long distance Ryanair. The seats in economy are hard, awful under leg length causing muscle cramps, and about as much room between you and the seats in front as a budget airline. Food is really low rent. Food going out was terrible and the return flight wasn’t much better. Staff were great, apart from one misery on the way back. This airline has a habit of delayed departures as was the case on our outbound flight. Nearly two hours late. But the airline knowing this gave us food vouchers which we could spend in any of the airport restaurants. Overall if Sri Lankan Airlines are your only choice for economy then go with them and put up with the conditions. As with most airlines these days, not only are economy seats ridiculously uncomfortable (even the A380) the price for the next level up is the price of our two week hotel stay. So the trade off for now (barring a lottery win) is just not justified.

I finally received the miserable £100 from this dreadful airline in payment for no entertainment on a 10 hour flight /business class plus too many other issues to mention. It took their so called customer care department seven months to resolve the issue.
Simple - don’t fly with them even if it means being routed through Dubai on a proper airline.

If I could give 0 stars I would. The most terrible customer service in the world. I have been travelling for years all over the world but this has to be the worst experience of my life. It's such a shame that this amazing country has to be represented by this company. Please if you can avoid do it there are loads of other companies. Waste of money.

12 heures de vol pas de vidéo bug permanent aucune intervention des hotesses déplorable.

Wir sind am 01.08.25 von Frankfurt nach Colombo mit Sri Lankan geflogen und zurück am 15.08.25 zurück von Colombo nach Frankfurt.
Der Flug in der Business hat uns mehr als begeistert, auch wenn die Sitze alt waren. Toller Service, nette Stewardessen, tolle Auswahl am Essen.
Am Flufhafen gerade in Colombo eine tolle Lounge, die die Wartezeit verkürzte. Transfer zum Flugzeug nur für Gäste der Business.
Leider wurden 2 unser 4 Koffer beschädigt. Da wir mit der Bahn nach Hamburg wollten, wollte ich den Schaden online nachmelden, wie bei Lufthansa oder Discover bekannt. Leider bietet Sri Lankan diesen Service nicht an u d wir hätten vor Ort es melden müssen. Das war die Antwort auf meine Mail, geht leider nicht. Aud die zweimalige Anfrage, ob es eine Kulanzlösung gäbe, gab es nicht einmal mehr eine Antwort. Schade für den Service, bei dem Preis von 4 Business Tickets. Deshalb bleibt ein toller Flug und Urlaub ein übler Nachgeschmack, was aber niemanden bei dieser Airline interessiert.
Hatten im Urlaub schon den nächsten Urlaub auf Sri Lanka mit Sri Lankan geplant, jetzt wird es BA.
SCHADE!

They cancelled our flight and gave no notification, not even an email. I only discovered the cancellation when checking the app for our flight. A phone number on the website didn't work. Then started the drama to get a refund. Yes I managed to ring them when I go to Sri Lanka on a decent airline. After being given contradictory information for 4 days someone at the call centre gave me an email address for refunds. After lodging an email and calling a few times they eventually accepted the claim. We got a refund 3 weeks after this.
MY ADVICE: DO NOT FLY SRI LANKAN AIRLINES.

Check in staff hopeless not trainned and very rude these are the staff receiving tourist and if they behave like our country reputation will be in risk

Dear customer don’t book the ticket in Srilankan airlines .one of the worst response and my luggage was recently lost but Nobody responds.I am very struggling to get my luggage.so please don’t plan for srilankan airlines.

The Biggest Thieves in the Airline Business.
Been a fellow Sri Lankan I am sad to say to the world that you should not use this air line. They want to steal your money.

They post one thing on the web site and it does not work. When you call the call center they want to charge you 300% more. When you contact the bookings mail address they send you links that does not work. At the the end i spent 300% more than what was shown on the website to change my ticket as i had no option and they did not help me.

Very sad that a country that is known to have such good hospitality has an international airline that cheats you.

If anyone in Srilankan Airlines wants to see the issue that happened to me yo may check the last mail i sent to bookings mail on Saturday 13th September 2025 at 1223hrs (12.23pm)

STOP STEALING PEOPLES HARD EARNED MONEY

It was necessary for me to travel on or around a certain date.
The booking page of their website informed me that there were on 3 seats available at the price quoted.
Naturally I assumed that meant that if I did not book then the price would rise!!!
What an idiot I was.
Ever since booking I have been inundated with emails and the like offering me a discount of 20% on the SAME ROUTE THE SAME DAY.
This meant that I am in excess of £600.00 worse off.
Over a period of time, I have sent a minimum of 6 emails, I have phoned the UK call centre at least 10 times-being put on hold and being forced to list to the fact that I could save 20% on the same flight/day etc did nothing for my temper.
I called Colombo three times and got nowhere.
I have since received a series of emails one stating -there is nothing that we can do.
Another saying we do not deal with this type of question and various other emails passing the buck.
One email did state it was due to bulk cancellations!!!!! Whatever that means.
Frankly the whole system reminds me of profiteering of the worst kind, really shameful.
To say “ buy now” as there are only 3 seats left and then reduce the price by 20% is almost sharp practice.
Added to which their customer service/customer relations are without doubt the worst I have ever encountered.
From my experience Sri Lanka Airlines should be ashamed of themselves not only for the pricing policy but their customer service.

I have to give a Star rating-if it was possible to give a minus I would.

Worst service in ever .they told not providing in last moment wheel chair.and the person who contacted shani was spoken very rudly on in departures gate 4-6 area..

One of the worst airlines and customer service was awful when communicated for compensation. I never got reply and ignored my email. I was stranded in an transfer airport for nearly 24 hours due to delayed flight and I wasn't provided any meals or accommodation and no representative was there to assist us at the airport. I had to use my roaming calls to make calls to srilankan airlines in Srilanka to get information and that cost me around £70. When I reported to customer service and request for compensation for negligence and poor service at the airport, my email request never been answered. Worst airlines and customer service

After having had two long and painful conversations with customer service to allocate seats for one person and seats for those assisting, received emails stating seats had been allocated together. I look on the system and only one seat has been allocated. Customer service were hopeless despite me having written confirmation from their team. First and last time flying with them.

THAT THERE FOOD WAS POOR

LITTLE LEGROOM

NO GAMES FOR THE INTERNET

IM ONLY 8
THIS IS MISERABLE AND SAD

I would have given this a no star if i could. Sri Lankan Airways is by far one of the worst airlines I’ve flown. I recently flew from Colombo to KL on their red-eye flight. My husband (6’ 3” tall) and I had paid additional when purchasing the ticket for a seat with extra legroom - our ticket even showed the seats we had booked. When we reached the airport we were allocated normal seats with no legroom - reason given they have changed their aircraft and could not accommodate our original booking for seats with legroom. Their supervisor at the check-in was rude and arrogant and not at all apologetic for their mess-up with our seats. Furthermore the plane we boarded was in terrible condition - seats were torn, the wash basins and toilet bowls were stained brown. It was a nightmare to fly Sri Lankan Airways. Please be warned.

Our flight was cancelled when we were in the departure lounge at Heathrow. The reason given was "technical problems" and the engineers had worked on it, but were unable to repair the plane. As they were obliged to do they bussed us to the Sheraton and fed us breakfast and lunch whilst we waited to return to the airport. We eventually flew 24 hours later on the equivalent scheduled flight at 20:40. Because the flight was very full already we were seated in Row 37 which is right next to the toilets so we were kept awake all night by the sound of flushing and people queuing in the aisle. We contacted them immediately via email to apply for compensation which in these circumstances should be £520 each. They replied 11 or 12 days later claiming that the cancellation was partially beyond their control and so offered us $150 each which is derisory. They had caused us to miss the first day of our holiday and had changed their story. We replied to request details of what exactly was beyond their control and received no reply. A friend of ours had flown with them a couple of months earlier and the same thing happened to her and she ended up flying an indirect route with another airline. We have had two cancellations / late arrivals with Ryanair and Finnair in the past and these airlines both paid the required compensation with no hassle. After waiting the required time we complained to the CAA and within a few days received an email from SriLankan to say they had reviewed our case, changed their minds and we were due full compensation after all. Just fill out these forms and get them witnessed. We did this and were told the money would be with us in five weeks. You will not be surprised to hear it wasn't. After chasing them several times with no reaction, we were told we had supplied an invalid sort code (we hadn't). We provided some alternative account details and then they sent the money to the original account. It was yet another delaying tactic. The whole process from the flight cancellation to receiving the compensation took over six months. Friends of ours had a similar experience and accepted the lower compensation which they try to fob you off with at first. We have heard of other cases since. The lesson here is to persevere, but we will never again fly with SriLankan Airlines after that debacle.

We flew on 30th July from Colombo to London.

My daughter was suffering form food poisoning and being sick every 30 mins. We repeatedly had to ask for more sick bags. Cabin crew showed no interest or concern and were of no help.

Unfortunately many of the entertainment screens were not working including mine. I rebooted many times to have some brief use but it repeatedly froze. Cabin crew member said ‘it can happen’, laughed and went off.

After 3 weeks in Sri Lanka we were so impressed by the helpful and cheerful people we met. Sadly the Sri Lanka aircrew did not meet this description - not a smile amongst them and could not have been much less helpful.

When we were boarding the plane they called the rear 20 rows to broad first. But they then held us from boarding for 10 mins. Before they let the rear 20 rows board they also called the next 20 lower # rows to board, who all just stood up and joined the queue where they were standing. The result was chaos on the aircraft trying to get to the back of the aircraft past so many people in the isle who should not have been there. So easily avoidable.

The overhead lockers above the window seats are not big enough to cope with cabin luggage fitting long ways so have to go sideways - so less luggage than they allow can can fit there and causes a scramble for space.

The only positive is that they fly direct to Colombo.

I just completed a trip from Trichy to Singapore via Colombo through this airlines today.
To summarize, “I’m fully satisfied”. It was a trip with transit in Colombo. Both the flights were good (TRZ to CMB and CMB to SIN) and staffs were friendly. The food quality was good but the quantity was less. But for this 4 hours it’s acceptable. Inflight entertainment was very good. It was an Airbus 330-300 and I was seated at the back (62A). Had a decent leg space.
The price was appealing.
I don’t know how I missed this gem earlier on this route. Will certainly take this flight again (and include a family tour of Sri Lanka..!!!)