SriLankan Airlines Official Reviews 

I would give this experience 0 stars if I could.

I flew from Colombo to Sydney on SriLankan Airlines and it was one of the worst customer service experiences I have ever had. 

We had specifically paid extra to select seats at the front of the aircraft. During boarding, we were called up by cabin crew and asked to move seats to accommodate another passenger. The way this was handled made us feel extremely pressured to agree, as the passengers involved were standing directly behind us during the conversation.

We agreed in good faith after being assured we would receive an entire row to ourselves. That promise was not honoured.

Instead, we were moved to the back of the aircraft into significantly worse seats with fixed armrests and passengers on both sides. We lost the comfort and seating arrangement we had specifically paid extra for, despite trying to assist the crew.

To make matters worse:

* my in-flight entertainment audio did not work,
* cabin crew were dismissive and unhelpful when concerns were raised,
* the flight arrived into Sydney approximately an hour late,
* and the overall handling of the situation was extremely poor.

The most disappointing part is that I formally contacted the airline over two months ago requesting resolution and have since sent three additional follow-up emails with absolutely no response.

Completely unacceptable customer service and a very disappointing experience overall.

Worst ever airlines, you cannot plan your trip based on them, your travel plan will be in total chaos, pls don’t book thro them..give some extra penny and book thro different airlines..

Avoid srilankan airlines at all costs, awful plane, needs updating, rubbish service! Our original flights with Qatar via doha got cancelled, had to pay an extra £800 to go srilankan airlines via sri Lanka and on the way out it wasnt great, barely any service (wouldnt come to the attentionbuzzer), tvs kept crashing, terrible food but then the 11.5 hour journey home was a journey from hell! Both mine and my husbands tvs didn't work they wasted 4 hours keep telling us to reset them *by this point 2 others had taken the last empty seats as their tvs also didnt work), then said the manager was going to reset them, no apologies, no customer service, felt like a second class citizen and then they basically said there was no other seats available with a tv working and nothing they could do, my poor husband has adhd and not a great flyer but we muddle through but then to be told it was basically tough and nothing they can do, my husband managed to move to a seat somebody wasn't using the TV but meant we were split up and then I had to do the remaining 7.5 hours staring at a blank screen, will never fly them again and want to warn others. Then to add insult to injury i brought 3 hours wifi to play on my phone, they then took my money online and out of my bank but the WiFi didnt work, when I finally managed to get somebodys attention they said there was no WiFi and as I hadn't received a text they wouldn't refund even though i showed the bank transaction, absolute joke

I had a very disappointing experience with SriLankan Airlines regarding a cancelled return journey (Booking Reference: DSAH7C).

My return flights from Colombo to Dubai were cancelled multiple times (28 Feb, 08 Mar, and 12 Mar 2026) without proper prior notification. Each time, we had to repeatedly contact customer service ourselves to find updates, as no proactive communication was provided.

Due to the repeated cancellations, we had no choice but to arrange our own return travel at additional personal cost.

Since February 2026, we have been requesting a full refund. Despite multiple follow-ups, we have only received generic responses about escalation, with no actual refund timeline or confirmation to date.

While operational challenges can be understood, the lack of communication, accountability, and resolution over several months is unacceptable.

I hope the airline improves its customer communication and refund handling process for future passengers.

I was offered neighbouring seats at a cost... I paid and half hour before flight I got emailed that it was cancelled.

food was disgusting

and to top it off, they did not check my bag through to Hobart despite my asking 3 times that was the case..
I now have to drive to airport to get it

they answer emails up to 3 weeks later..

AVOID

Excellent flight all round. Good food, comfortable flight & kind and helpful staff.

Its now been over 5 months since they cancelled my flight and have not refunded me despite confirming they would. I have sent endless emails every month and no reply. I have contacted their customer service agents via watsapp and they end the conversation as soon as I ask about my refund. I have called them today 3x and the phone gets cut off instantly and never transfers to any agents. They are a fraudulant airline and for that matter, I'll never aim to visit Sri Lanka again. To think i was going to spend my hardwork earnings there, they deserve to go bankrupt and I do not understand how they are still able to operate, Absolutely awful.

The staff were very slapdash with the service, rushing, spilling drinks on us with no apology but the worst was that we paid for extra legroom seats and weren’t able to sit in them as they had double booked them. Zero apology or acknowledgment of the issue and customer service told us over the phone they don’t issue refunds for seats. We’ve been waiting and waiting for an email response but no acknowledgment so far. Very disappointing.

My husband and I flew Sri Lankan in 30 th April from Singapore. Ul309. The crew was lovely. And service was great. Food was good I must say. I e thing I noticed was cleaning of plane was not upto standard. We fly business class and when hot towel came in we wiped the arm rest and middle table. Just to see what comes out. The cloth was black. Now we are on Turkish air going back from Colombo to istanbul to London. We regularly fly Turkish as we feel it’s good airline and business class is much cheaper than Sri Lankan. We did same thing on this flight and the towel was clean. So Sri Lankan airline cabin cleaning need to be more precise and consistent as so many people carry germs. We fly business class due to my husbands illness and unclean flights is a threat to his condition. Sri Lankan airline management should look into this asap.

Hi I'm shahul hameed shaik dawood
My ticket cancel sri Lanka air lines
Traveling from india to uae
28/02/2026
More than 30 days following
Refund no response

Srilankan Airlines cancelled my flight yesterday for 19 May - CMB-ICN. I rang to ask for an alternative flight - which they initially provided for 19 May CMB-SIN-ICN. They withdrew it an hour later saying that I could only ask for an alternative flight for the cancelled flight 48 hours before the cancelled flight. That's 21 days away - all the seats will be gone! They say this is their 'policy' - but CAA rules and UK/EU261 (my flight originates in the UK) rules say they must provide an alternative flight if there is one. I'm going around in circles with nobody at Srilankan wanting to help sort this problem out. So many people must be in my position - the call centre reads from their script '48 hours before' and refuses to let you speak to anyone else - and emails to customer, reservations, bookings just don't have not had a response.

Anyone had any experience how to fix this type of problem with Srilankan – or any advice?.I've been a frequent flyer with them for 15 years and now I am going to walk away. Sad.

POOR MEALS UNFRIENDLY CREW!
Fourth flight - never again. Food choice was monotonous. Staff very unfriendly walked passed with trays of water but did not stop to ask if we would like!
BA next time !!!

Without a shadow of a doubt , this was the worst airline we have ever experienced. The aircraft are terrible, pretty much every thing in the cabin around the seating area was broken and the interior just had a look of neglect, it really made you question if they took no care of the interior, what do they do when it comes to mechanical attention. The cabin crew were indifferent and disinterested in the customer experience, and don’t bother trying to raise issues with their customer service centre as they are equally dismissive. An experience never to be repeated. They may be one of the only airlines to offer non stop to Sri Lanka but believe me you don’t want to spend 12 hours with them

I have been travelling to Sri Lanka with Sri Lankan airlines for years. I've been to Sri Lanka 14 times, it's my favourite place and I tried to go there once, twice a year, but I'm really disappointed with Sri Lankan airlines at the moment, this is because I went to book a flight the other day, the days after the war started with America & Iran. The flights were £668. I wanted to check a few dates out to see if my friends could accommodate me, and then I was going to book the flights the next day, well, the next day the flights went up £1000 to over £1600 odd, but TONIGHT after endless searches for flights they're 2 1/2 thousand pounds.!! 😡 I think it's an absolute disgrace to put your flights up over £2500 just because America is at war with iran, well, you've alienated me as a Customer and I will never fly with you again. It is absolutely disgraceful these price increases cause two countries are at war, which by the way doesn't affect you, I think it's an absolute shame that you're penalised your customers, who have been loyal to you for years. Shame on you!
It Looks like I'm flying with Turkish,
Emirates or Oman next time
it's okay I won't go on a holiday now. I'll wait till Christmas and go with them instead. Omg how have you put my flights up by more than £1900 each per person is insane!!

Sri Lankan airways shows it doesn’t take its customer satisfaction seriously! 2 examples 1. It has taken over 6 weeks to refund a ticket with NO communication despite numerous emails asking for status and help …think twice when you need a refund and I would recommend you don’t trust their PR … 2. After the start of the USA Iran war Sri Lankan airways pricing was rather high - for example, £1200 for a single flight from London to Colombo…whilst that may or may not be justified, when I tried to use my air miles to offset this cost, they gave me the option of having to land in Qatar which was clearly a risk - and they removed the option of flying straight from Heathrow to Col which was available only on full payment… apart from the poor food, which I tolerated, and their failing entertainment system, this was the real indicator of a company who did not put their customers at the heart. Maybe options will improve when BA start operating direct to Sri Lanka, I don’t know. But it was sad to see this.

I flew from Bangalore (India) to Colombo (Flight Confirmation: FIC 82 C). It was a short evening flight of about 1.5 hours.

Overall, the experience was positive. There were no delays, and the flight felt quick and efficient. I usually get very nervous during takeoff and landing, but this time both were very smooth and calm, which I truly appreciated.

The cabin crew was polite and professional. The only minor downside was that the seats were not very comfortable, but for such a short duration, it wasn't a big problem.

Wasted airline...you will not get tickets refunded.

Dear SriLankan Airlines Customer Relations,

I am writing to raise a complaint regarding my check-in experience on 10 March 2026 at Singapore Changi Airport while boarding my flight from Singapore to Colombo.

My flight details are as follows:
Flight Number: UL307
Departure: 9:40 AM from Singapore to Colombo

According to my ticket allowance, I was permitted 30 kg checked baggage, 7 kg cabin baggage, and one personal item. My checked baggage weighed 28 kg, which was within the allowed limit. However, my cabin bag weighed 10 kg, which was slightly above the 7 kg allowance.

When the staff member informed me of this, I politely suggested that I could move around 3 kg from my cabin bag to my personal belongings to meet the allowance. However, the staff member said my personal item also appeared too large and insisted that I pay an excess baggage fee of 171 Singapore dollars.

What concerned me most was not only the charge but the way the situation was handled. The staff member spoke to me in a very rude and disrespectful manner. I have flown with many airlines before, and I have never experienced such treatment during check-in. I was trying to resolve the issue politely and cooperatively, but I did not feel I was treated respectfully.

Because of this situation, I was forced to pay 171 SGD at the airport.

I kindly request that SriLankan Airlines review this matter, including the conduct of the check-in staff, and consider refunding the excess baggage fee that I was charged.

Thank you for your time and consideration. I look forward to your response.And let me know if you need any help to research about this.

Kind regards,

Susmita Regmi

12 hour flight with no inflight entertainment. Only fly Sri Lankan as a last resort. The planes are old and uncomfortable, the food and drinks are basic. I fly from London to Colombo to see family a lot ! This is the last time I will fly with Sri Lankan. Looking at how good and the amount of food, drink and comfort you get with an airline like emirates for so much cheaper, Sri Lankan is not worth it !

FLIGHT:UL5O6.
Date:07/03/26

CABIN SUPERVISOR:
NISHADI KALYANDRATNE

CREW:
MALSHA HEWAGE
VISHMILA WEERASINGHE
SHABRI HAMIDON

THEY WERE SO HELPFUL THOUGH OUT MY 12 HOUR JOURNEY. BEST STAFF EVER I FOUND IN AIRLINES. THA K YOU FOR MAKEING OUR JOURNEY VERY SPECIAL.