SriLankan Airlines
reviews and complaints

I am travelling to Bangkok via UL402 at 2:10 am flight on 24 May. The lady at the check-in counter was rude and clueless of the procedure of entering to Thailand. She made a huge fuss asking my travel insurance whereas I have submitted my insurance details and have already obtained the Thai pass, even after seeing she insisted that I should have my travel insurance.

I work for United Nations and I am travelling to BKK for an official meeting and finally I had to open my laptop and show her the 20 page insurance document given to us by the organization. I contacted the travel agent then and there and I was told that it was not a requirement to carry the insurance document and to produce at the check-in counter.

The person at the counter was Ms. Dileepa and she was clueless that when you obtain the Thai pass you must have an insurance without which you would not get a Thai pass. Please educate your staff with relevant procedures and not to put passengers/customers in trouble that because their inability to understand certain protocols.

It is a shame that working at Sri Lankan airlines she lacks basic knowledge and please pay attention to this matter.

Thank you

Prabha Balasooriya

Hi Team,

I have booked two tickets and canceled them. After receiving refund the amount was two low what I have got. Not sure why the difference is two high. Here the details of the tickets:

email id through which I booked the tickets : pdp.[protected]@gmail.com

1. Refund request Reference number: UL/RR/138243 (MAA - MEL), ticket # [protected]

I booked this ticket for 1,29,751 INR but received a refund of 81,890.47 INR.

2. Reference number: UL/RR/138436 (HYD - MEL), ticket # [protected]

I booked this ticket for 60,550 INR but I received a refund of 37,250.82 INR.

Can you please check why the difference is two high? Before Cancelling the ticket I called the customer support and was told 4,500 INR will be deducted for each ticket. Not sure why I got way too less amount back. Please expedite the process.

I have attached all my tickets and refund request emails.

DearSirs,

Booking ref:6E4CPQ

we purchased 5 tickets on the 5th April 2022 return to Singapore.

The lady sold us the tickets without any advice with regards to penalties. At the bottom of the print out it says "Change Fee may Apply"

We were not allowed to board the plane as our vaccination cards were only the card and not having a QR code.

Our tickets cost 115,000 each and they want to charge a penalty of 40,000 each

THIS SEEMS VERY EXCESSIVE, ESPECIALLY AS WE WERE NOT INFORMED WHEN PURCHASING THESE TICKETS.

My mother worked for air Lanka who informs me that the air line has to clearly inform passengers of the penalty charges and also inform passengers of the entry requirements. We read numerous pages on the internet and none said that we needed a QR coded vaccine certificate.

Would you be good enough to look into this case and be reasonable with your penalties.

Regards

Cedric Emmanuel

Incidence Happened on 01/03/22 @ Melbourne airport. We were denied Boarding for a flight that was schedule @ 7:45am. 4:45 we reported @airport for checkin. Online checkin was completed prior schedule date. After 2 hours of wait due to slow process (process was slow due to official visit from represenattive)we were advised @ 6:45 PCR test is required for my 8 year old son even though he was fully vaccinated, PCR test done on Spot @ Airport when approached again denied by ground staff stating we are late by 5 minutes when checkin process was still on. After having rough day and spending 15hrs @ airport, finally Sri lankan airline head office allocated 3 seats for following flight scheduled @00:30 MIdnight but ground staff denied boarding again stating 3 seats have been allocated but not active in system hence need to paid $5600 total in order to board the flight. We paid requested amount in order to board the flight but irony is, no covid certificate or PCR requirement was questioned as previously. Payment process took fair bit of time due to which flight was delayed for 1 hour in contrast to the morning where we were told that we are late by 5 minutes. since my wife's father was hospitalised in India we had no option than to keep going.

In conclusion we had to pay for 2 tickets for single destination, repay for already allocated seats. Denied boarding of a flight without any clarification or efforts in resolve the issue. we were left in lurch, my son who is 8 years old was crying profusly, one of teh staff member approached my son and commented "stop playing victim's card".

On 4th April 2022around 1.30 pm I was waiting for checkin I can see many people check in area without face mask including just in front me who checked in. While they are checking the guy who incharge of this desk his name Amal come and ask me to wear mask. He was ver very rude and I was surprised because he was dealing with people without masks. And after when I am waiting for boarding this gentleman come and ask me to wear mask. I told him this is the second time you are insulting ver rudely. I am a frequent flier with Srilankan airways. This is the first time I have very bad experiences.

Thanks

James Chacko.

ticket number [protected]

Name Parvathavardhini mithunakumar

Refund Request number UL/RR128702

booking reference ROA6NX

the above ticket was booked directly with SriLankan Airlines, due to corona and cancellation of flights Airlines was issuing tickets with date changes.

In September 2021 Airlines asked to go for refund request as it cannot issue further date changes. Hence I submitted refund request, details above.

Its been five full months. There was no response for my multiple emails and calls. Only received automated email asking to wait for response. My calls were diverted and kept in waiting for an hour without response.

My request is to either issue refund or issue credit to book my return journey. Alternatively reschedule to different date. They haven't responded to any of it. Since Jan I have emailed them twice and called them twice to let them know about raising a consumer complaint. No response. Kindly help by resolving situation. This is the second time I am writing this complaint

On 10/11/2021 I requested refund of my tickets to Sri-Lanka from Brussels,

Request REF. - UL/RR/130022

The reason, why I refunded was that Sri-lanka airlines cancelled one flight and new suggested options were not comfortable for me!

On the 11th of November I received the email from Sri-Lanka airlines, that they would refund within 25 working days. Since then more than two months have passed. But no refund is received. And they never reply to my emails. And its almost 700EUR that they owe me. Is there any way to get this refund?

Hi,

I was booked on the flight from Melbourne to Colombo on the 21.12.2021 departing melbourne 7:45AM. My Flight number is UL195 and booking reference 6CHPQ4. The Flight was first delayed and then declared cancel. My tickets were booked up to Delhi, from where I had a connecting domestic flight.

because we were not given any heads up and the flight was cancelled in the last minute, i lost all my money on the domestic booking and not to mention that i had to book again. Costing me Indian Rupee 10, 000.

Our family travelled from Columbo to Melbourne on flight UL604 on 13th Jul 2021. Our journey was ok as we had to travel from Bangalore to Chennai and then Chennai to Columbo and were placed in transit location for few hours before our flight to Melbourne. It was all good and once we got on the plane were told we could use the back portion of the plane as the flight was mostly empty or limited number of passengers (25) allowed due to Australian limit on number of people allowed to Australia. We were allocated seats on 57; however, we sat on middle part of 56 as we (me, my wife and our 1 year infant) can sit together.

Once we got to Melbourne International Airport, all passengers were ready to disembark the flight; however due to some requirement we were not allowed for while. Our family was also ready to disembark and had taken all items to do so. However, given the delay, we sat briefly on seat 55 which is when I have left my wife's iPhone (Description of the phone - iPhone 7 with Brown colour flip open case and contained Australian Medicare Card, Australian Myki Card & Indian Driving License) on the seats while trying to manage our little son as my wife had to use the toilet. While my wife was still in toilet the flight passengers were allowed to disembark. Once my wife was back we all disembarked the flight and unfortunately at this stage I have misplaced my wife's phone on seat 55.

After arriving at hotel quarantine in Melbourne at 1 am, I had realised that I had left my wife's phone in the flight and called SriLankan Airlines in Melbourne next day morning to check the on the item. I was advised by the customer service representative to send an email to [protected]@srilankanau.com.au. I sent an email as advised with description of the item lost which was then onward internally few times and after multiple follow up, I was advised they had conducted extensive search and unfortunately had reached dead end.

I appreciate the effort put in; however, it is disappointing as I had left the item on seat 55. We have very fond memories (videos/photos) of our little son (1 year old) in the phone and it is unfortunate that I have misplaced it on our flight to Melbourne.

It would be really appreciated if there a thorough check conducted on the plane and also if anyone who cleaned the flight had come across it.

Can you please help me get back my phone?

Thanks.

i have booked ticket in January 29 in srilankan airlines to travel to India due to covid pandemic flights are cancelled but still i didn't get my money refund back i have booked ticket through rehlat when ever i ask for refund they are replying the airlines is not refunding the money and they are not responding almost 1 year 3 months completed still i didn't get refund.

I purchased two tickets from Sri Lankan on July 12. On the same day, I called customer service to cancel the tickets, and I was informed on this call that I should do the online cancellation, at a cancellation fee of US$20 per ticket (provided Sri Lankan the protocol number for the call, which they did no bother to check). I applied for the refund, as recommended, and received an email saying the refundable amount would be informed to me in two business days. I never received the email informing me of the refundable amount.

One day later (Aug 13) I have received the refund in my credit card, and was surprised to see a cancellation fee in excess of US$240, which was both (1) higher than the amount I was informed on the phone and (2) completely unexpected as I was never informed the amount I was going to be refunded (which should have happened in two business days, according to the company's own email).

They have been extremely rude, not to mention absolutely unhelpful on the phone trying to solve my problem, or even explaining the reason why it happened in the first place. This happened in spite of me being a oneworld Emerald member. Cannot imagine how they treat all their customers, if this is what recurrence gets you.

i made online booking from the Sri Lankan Airlines, i received the ticket reservation confirmation with my name while i only but my name as the emergency person to contact. i talked with the online support and they gave me the reservation office in Doha - Qatar, same country i'm in it . they said they can't help me and they can't change the name and even can't void the reservation. they asked me to call the main online reservation department so i had to make an international call to the reservation and after they answered me, they asked me to call later coz everyone is busy.
i talked with the online support again but they couldn't help so i had to call the reservation office in Doha for the second time and they were not helpful at all.

they can't change the name and they can't void the reservation which i just booked few hours ago and they asked me to cancel the reservation which will cost me 140.00 QR and make a new reservation. i can't accept to be charged cancellation fees for mistaken reservation for couple of hours and i'm sure i entered the passenger name correctly but they used the booker details.

what makes the experience more irritating is when i asked the reservation agent to transfer me to his supervisor or manager may be he can help he told me there is no one to transfer me to like their office has only him.

very bad customer service and bad support system. SHAME

We booked 3 sits in the flight from Colombo to Chennai.

The take-off was planned at 00:55am.

At 00:00, the person who was taking care of our checking checked our passports and printed our 3 boarding passes.

He then asked my friend to show his return ticket to his home country. According to him, this was required as my friend had a business visa expiring in less than 6 months.

From 00:00 to 00:30am, we literally begged Sri Lankan employees to provide us an internet access in order to show the required ticket.

Moreover we were not able to use the airport wifi as the connexion was too slow.

None of the employees helped us in any way. The trainee in charge of our check-in kept on asking us to wait 5 mn for his help, while taking care of the other customers, without finally helping us in any way to solve the situation.
His manager was also present, and literally ignored our request. He even threatened us to call the airport security and to throw us out of the airport as we were becoming really worried and helpless.

Eventually, I managed to load the ticket of my friend on my own phone, and showed it at 00:30am to the employee. He then replied back that the gate was already closed and didnt let us proceed to the boarding, though we still had 25 mns before flight take-off.

We therefore had to change our three tickets for the next flight, paying extra charges, and waiting from 00:55am to 7:20am in the airport.

Sri lankan staff made us miss our flight for no valuable reasons. We tried raising a complaint, but they refused to take any action to compensate us.

Bellow is my mail exchange with the customer care service :

Charles GERARD
7 sept. (Il y a 5 jours)

À Sandakumari, Gaëtan, DATARetsilvkik
Dear Sir,

It is well understood that Mr. Gaetan Masquelier was required to hold a confirm return ticket to the point of origin.

1st point :

Mr Masquelier was holding a valid return ticket, in his mail box. Therefore, Mr Gaetan Masquelier was above reproach regarding the indian government.

As you mentionned, the IATA traveler manual SAYS "VISITORS HOLDING TOURIST OR BUSINESS VISAS MUST HOLD RETURN/ONWARD TICKETS".
The IATA traveler manual DOES NOT SAY "visitors must present their return ticket prior to boarding to the airline".

Therefore, if Sri Lankan Airlines requests the passengers to show their return ticket in order to avoid further inconvenience, it is their responsibility to warn the passengers about this request. And Sri Lankan Airlines NEVER WARNED US about this prior to check-in.

2nd point :

We finally presented Mr. Gaetan Masquelier ticket at 00:30 am, which means 25 mns before flight take off.
However, Sri Lankan Airline staff never agreed to let us board the flight, though we already made all the security checks prior to check-in in Colombo airport.

So there was no risk of delaying the flight by letting us board.

3rd point :

We agreed to cooperate and to show Mr Gaetan Masquelier ticket 1 hour before flight take-off.
However, Sri Lankan Airlines did not help us in any way in order to let us access Mr. Masqueliers' mails by providing us an internet access.

For 30 mn, we asked help to the staff in order to satisfy their request. We got their total ignorance in return.

Except from the trainee in charge of our check-in, who kept on repeating us that "he will help us in 5 minutes". He finally never did anything to help us.
Therefore this is called lying to us.

It is a company's duty to help its customers whenever possible. This seems to be basic behavior...

Therefore Sir, despite the fact that it is the responsibility of Sri Lankan Airlines to warn its customers for any particular checking, despite the legal aspects, the way Sri Lankan employees treated us as customers is not acceptable.

And we are not accepting it. And we will denounce it.

Regards,

Charles GERARD

[protected]:56 GMT+05:30 Sandakumari Ekanayake :
Our Ref : CMB/11463/[protected]/[protected]

Dear Mr. Gerard,

We write with reference to your mail dated 21st of August 2016.

I wish to extend our sincere apologies for the inconvenience faced by you and your travel partners during your recent travel from Colombo to Chennai.

It is was with concern that we noted the pointed highlighted by you and initiated an investigation.

Our records reveal that Mr. Masquelier/Gaetan one of your travel partners were booked with one way ticket to Chennai. As per the visa requirement of Indian government, passengers travelling to India on tourist visa/business visa should hold a confirm return ticket to the point of origin or should have a valid onward ticket prior to your arrival in to India.

We can understand you and your travel partners disappointment in this occasion. Whilst we are extremely sorry about this predicament, we wish to bring to your kind information that it is the responsibility of the passenger to ensure that their travel documents are in order with all the government travel requirements, including but not limited to passports, visas and all other entry and exit documents for all countries entered, visited or transited. This is beyond the control of the airline. In addition, the passengers too will be deported to the origin and the airline will be fined.

Attached herewith an extract taken from the IATA travel manual, it is a mandatory requirement to hold a return or an onward ticket before your arrival in to the country.

“VISITORS HOLDING TOURIST OR BUSINESS VISAS MUST HOLD
RETURN/ONWARD TICKETS. (SEE NOTE 57490) (SEE NOTE 57548)

NOTE 57490: NOT APPLICABLE TO PIO CARD HOLDERS.

NOTE 57548: NOT APPLICABLE TO HOLDERS OF MULTIPLE ENTRY

VISA, ISSUED FOR VALIDITY PERIOD OF AT LEAST 1 YEAR. NOT

APPLICABLE TO HOLDERS OF ANY OTHER TYPE OF VISA.”

While we sincerely regret for any inconvenience faced by you and your travel partners due to this episode, we hope you understand that we were compelled to deny acceptance to avoid further inconvenience to Mr. Gaetan and a possible fine on us. We regret for not being able to consider any form of compensation in connection to this situation.

We thank you for taking time to write to us with your valuable feedback and giving us an opportunity to explain. We value your patronage and believe this incident would not have marred your impression of SriLankan Airlines. We look forward to your esteemed presence onboard our national carrier and hope that we will have another opportunity to serve you better in future.

Yours Sincerely,

Sandakumari Ekanayake
Senior Customer Affairs Executive (Customer Affairs) | SriLankan Airlines Ltd.
Mktg-Customer Affairs, Airline Centre, Bandaranaike International Airport, Katunayake, Sri Lanka.
Tel: +[protected] | Fax: +94 19733 [protected]
E-Mail: sandakumari.[protected]@srilankan.com | Web: www.srilankan.com

cid:image004.[protected]@01D20514.E9D52330

From: Customer Affairs
Sent: Monday, August 29, 2016 2:38 PM
To: [protected]@gmail.com
Subject: FW: Complaint

Dear Mr Gerard,

We acknowledge receipt of your mail dated 22nd August 2016.

At the outset, please accept our apologies for any inconvenience you may have experienced.

Appreciate if you can bear with us for a short while. We will revert to you once we have all the necessary reports.

Thank you.

With Kind regards,

Muthuhari De Silva.
Customer Affairs Supervisor (Customer Affairs) | SriLankan Airlines Ltd.
(Division), Airline Centre, Bandaranaike International Airport, Katunayake, Sri Lanka.
E-Mail: muthuhari.[protected]@srilankan.com | Web: www.srilankan.com
cid:image001.[protected]@01D20202.E6062C00

From: Charles GERARD [mailto:[protected]@gmail.com]
Sent: Monday, August 22, 2016 3:36 PM
To: Customer Affairs
Cc: Gaëtan Masquelier ; gregoire.[protected]@orange.fr
Subject: Complaint

Dear Madame, Dear Sir,

We booked 3 sits in the flight from Colombo to Chennai on the 21st of August in the name of Mr. Gaetan Masquelier, Mr. Gregoire Bobo and Mr. Charles Gerard. (Booking reference : ZWGTNF)

The take-off was planned at 00:55am.

We arrived at Colombo airport at 11:00pm the previous day.
After passing the security check, we went to the queue for check-in at 11:30pm.

We waited for 30mn our turn for check in, at counter number 10. At 00:00, the person who was taking care of our checking (a trainee) checked our passports and printed our 3 boarding passes.

He then asked Mr. Gaetan Masquelier to show his return ticket from Chennai to Paris. According to him, this was required as Mr. Masquelier had a business visa expiring in less than 6 months.

As Sri Lankan Airlines never advised us about this requirement, it was mandatory that Mr. Masquelier has an internet access in order to access his mails and be able to show the ticket.

From 00:00 to 00:30am, we literally begged multiple times your employee, as well as his manager, and all the present employees in the airport, to provide us an internet access in order to show the required ticket.

Morever we were not able to use the airport wifi as the connexion was too slow.

I assure you than none of your employees helped us in any way, in order to access internet or to find another way to proceed. The trainee in charge of our check-in kept on asking us to wait 5 mn for his help, while taking care of the other customers, without finally helping us in any way to solve the situation.
His manager was also present, and literally ignored our request. He even threatened us to call the airport security and to throw us out of the airport as we were becoming really worried and helpless.

Eventually, I managed to load the ticket of Mr. Masquelier on my own phone, and showed it at 00:30am to your employee. He then replied back that the gate was already closed and didnt let us proceed to the boarding, though we still had 25 mns before flight take-off.

We therefore had to change our three tickets for the next flight, paying extra charges, and waiting from 00:55am to 7:20am in the airport.

I can assure your that, as customers, we have not been treated in such a way ever before, and are still chocked of the attitude of your employees, and especially the trainee manager.

We hope that this was just an "incident" from Sri Lankan Airlines, and we expect immediate actions and compensations for what we went through with your company.

Looking forward to hear back from you,

Charles GERARD

This is with reference to me and my friend's bitter and spiteful experience with the SriLankan airlines staff resulting in mental anguish, loss of time, money and energy.
o We reported to the airport after 7.45 pm on 13/7/2016, when our flight was due at 10.30 pm. There was a long queue there. We were standing in the queue from then onwards, till 9 pm when we reached the counter. We tried to check in the baggages we had packed together. We had three bags together to check in. They insisted that we can't put our baggages together. We explained that we are travelling together to my home in Kerala and we have our bags together. But they insisted that we separate our luggage! We were surprised- it’s not the first time we are travelling with friends –we had always packed together and checked in together in various airlines. I myself had travelled in SriLankan Airlines in 2013 with a friend like that. But, the staff explained that it is their airline policy and they instructed us to repack – make our baggages separate 40 kg each and report before 9.30 pm.
o We followed their advice and repacked. As I didn't have an extra bag, I borrowed my friend’s hand baggage to put a few kilos for check in. We rushed back to the counter by 9.15 pm, and they refused us saying we need to go back to the end of the queue again. We don’t know about this policy, but we very well know that if there is excess baggage to be given outside or to be paid, we come back to the same counter and not to the end of the queue. But Mr. BIMAL was insistent that we have to go back to the end, as if we are bypassing the queue. We tried to explain what he already knew that since more than an hour we have been in the queue and we have been at the counter before, we did not bypass anything. I was upset and argued that this is not fair on us. But, very calmly, Mr. Bimal SWITCHED TO A THREAT MODE, saying” if I don't agree the staff won't attend to you”, VERY CLEARLY IMPLYING THAT BECAUSE UNFORTUNATELY WE BOOKED SRILANKAN AIRLINES, WE ARE LITERALLY UNDER HIS MERCY ! I WAS SHOCKED BY THIS BEHAVIOUR AS YOU NEVER EVER EXPECT AN AIRLINE STAFF TO BEHAVE LIKE THIS EVEN IN REAL THREATS. But, we were left with NO CHOICE, so we went to the end of the queue again.
o BUT I WAS SO SHOCKED, that in between I went and asked that I wanted to talk to the supervisor . Then Mr. BIMAL told that he himself is the supervisor. So I asked him straight away that if I wanted to complain, how and where I should do that .
o Later, we reached another counter again . This time the staff, Mr. BALWIN checked my baggage, even tagged one of them, then we saw Mr. BIMAL showing him some signals ...and suddenly he stopped the procedure .. and made us wait . We got worried as the time was running out for the flight and the staff telling, he doesn't know what happened . Then Mr. BIMAL was persistently commenting that our baggage is pooled . And we were explaining that we had gone and repacked as they advised. IT SEEMED THAT MR.BIMAL WANTED TO DELAY US ON PURPOSE - AS IF TO SHOW “ OK . IF YOU DARE COMPLAIN, LET ME SHOW WHAT I CAN DO .” – THAT WAS EXACTLY HIS ATTITUDE!
o We waited for another 10-15 minuetes without knowing what happened. Now appeared MADAM BINUSHA or DINUSHA whatever, who later turned out to be the embodiment of vengeance . She came and insisted that we are still pooling our baggages! We again tried to explain that – “ yes, we came together from same home, now going together to my home in India, had packed together, had bought some gifts also together - but we had followed the advice by the staff and had repacked our stuff and is coming back for a second time to the counter .” Then she found out that my friend was carrying a bag with my initials. I tried my best to explain that I already had a big baggage and rest of my stuff I had cargoed already. Since she wanted an extra bag I have lend her my bag and also pointed out that I am using her bag to put my things because I wanted a smaller bag. However we explained, this embodiment of stubbornness won't listen. And they are keeping on saying we can't allow, without suggesting a solution. Then frantically I told that, if it is because of my initials on my friend’s luggage, okay put it for me, I will pay for excess baggage, please let us go!” . Then, she immediately switched to -NO, THE COUNTER IS CLOSED ! When we are still in the counter after being in the queue for TWO HOURS NOW ... We definitely know that we could/should have been allowed to travel; we were denied boarding because this lady did not want us to be on board, for reasons which may be hidden or unknown to us.
o And without any suggestion or help from any of your staff who all just left us bewildered, I went after Ms. STUBBORN EMBODIED -MADAME BINUSHA OR DINUSHA WHATEVER PLEADING, BUT OF COURSE, SHE TURNED A DEAF EAR TO KEEP UP WITH HER STUBBORN TITLE .
o I didn't know what to do next, because my old parents would already be on the way to pick me and they will be waiting for us in the TVM airport ...
o Then, since my friend was coming with me, we had made lots of arrangements for travel. Changing the tickets and bookings by one day is a lot of hassle. So we had to travel in the next available flight at any cost. SPOILING MY FRIEND’S ENTIRE TRIP TO INDIA IS A BIG PRICE TO PAY FOR SRILANKAN AIRLINE STAFF’S REVENGE ON ME BECAUSE I TOLD I WANTED TO COMPLAINT! So we had to pay an extra huge sum to avail tickets in next possible flight.
o NOW MY QUESTIONS ARE :-
1. Why did your staff tell us to repack and come in the first place, if ultimately they are not going to allow it ? What did they expect when they told so -they already knew we packed together and wanted us just to separate things and comeback before 9.30 pm and THAT'S EXACTLY WHAT WE DID !
2. IS THERE ANY POLICY IN ANY AIRLINE THAT I SHOULDN'T BORROW A BAG AND TRAVEL? BECAUSE I DO SOMETIMES TAKE MY FRIEND’S OR BROTHERS BAG WITH THEIR INITIALS, DEPENDING UPON THE SIZE OF BAG I WANT AND VICE VERSA. I THINK IT'S UPTO ME TO DECIDE WHICH OR WHOSE BAG I SHOULD USE!
3. AFTER COMING TO THE COUNTER A SECOND TIME DOING REPACKING AS YOUR STAFF INSTRUCTED WITHIN THE STIPULATED TIME, WHY WERE WE DELAYED UNNECESSARILY AT THE COUNTER AGAIN ?THAT TOO AFTER TAGGING MY BAG, WITH SIGNALING FROM THE SUPERVISOR ! IT IS QUITE EVIDENT THAT MR. BIMAL WANTED TO DELAY US ON PURPOSE, AS A REVENGE BECAUSE I WANTED TO COMPLAIN ABOUT HIS THREATENING ATTITUDE!
4. SECOND TIME AT THE COUNTER, WHEN THEY ARE KEPT ON TELLING, ”WE CAN'T ALLOW, YOU HAVE POOLED THE BAGGAGE”- AND WE WERE ASKING, “SO WHAT SHALL WE BE DOING ABOUT IT” - WHY NOBODY IS INSTRUCTING US WHAT IS THE SOLUTION IF THEY ARE NOT ALLOWING? AS ANY OTHER AIRLINE STAFF, WE EXPECTED THEM TO HELP US, NOT CREATE MORE PROBLEMS! THEY WERE JUST DELAYING THE PROCESS FOR ANOTHER 10 -15 MINUTES.
5. WHEN, I, IN A HAPLESS STATE, SUGGESTED IF YOU INSIST THAT IT IS MY BAGGAGE, I WILL PAY EXCESS - LET US GO - WHY THEY DIDN'T ALLOW THAT ? Though now I wish they had asked my friend what's inside, she could have told and proven at least !
6. We had come to the counter within the time limit TWICE, then isn’t it the airlines responsibility to help us to travel ? Or is it this way your staff is trained to behave to two females travelling together ?
7. After being purposefully delayed at the counter for 10 -15 minutes by your staff, how can they say that we have closed the counter when we are still there after standing in queue for two hours totally twice, after repacking as your staff advised, after standing in the queue a second time as your staff instructed - HOW CAN YOU SIMPLY GO OFF SAYING WE HAVE CLOSED AND WE CAN’T FLY. YOUR STAFF IS NOT JUST CUSTOMER UNFRIENDLY TO THE HILT – IT WAS AS IF THEY ARE PUNISHING US.
8. That reminds me of your staff, Mr. BALWIN ‘S TOTALLY INAPPROPRIATE BEHAVIOUR TO THE CLIENTS. IS SRILANKAN AIRLINES PAYING HIM TO TEACH US HOW TO BEHAVE ? At the counter, we are bewildered on why they are delaying us ...and we are asking him what's happening :
Mr. BALWIN is preaching us on “why we are looking at him as if he did something from the time we are there, and why we are staring at him, and THAT THIS IS NOT THE RIGHT WAY FOR US TO BEHAVE ! “ OF COURSE, THOUGH I DEFINITELY KNEW THAT IT WAS NONE OF MR. BALWIN’ S BUSINESS ON HOW WE BEHAVE - I, as politely as I could when you are being RAGGED, replied that “sorry if you felt that way, our frustration is not against you, but against the whole situation and that we did not stare at him ”, Carefully NOT adding that, as such he is not a pleasant sight to stare .
9. And, when we met the Srilankan airlines Station Manager, Doha Airport, Mr. D.J. Ahamat who was polite and calm and did listen to what we had to compliant in such a desperate state. But seemingly he too couldn’t help us much. When we asked him for a report that we were there on time and why we were not allowed to board - he just wrote and gave due to baggage pooling. There was no written answer to my question of why they didn't allow me to pay excess baggage then.
10. And are your supervisors entitled to switch on threatening mode and take revenge on clients who just by Ill fate happened to book on your flight ?
11. So, how do you plan to compensate for the mental anguish caused, loss of time, loss of money by cancellation and booking next flights and loss of energy caused by your unhelpful staff? I FEEL THAT THEY SHOULD ALSO BE TRIED FOR THE ACT OF HARRASSMENT.
12. When we had reported well in advance of the time almost three hours ahead, why should we pay for the losses incurred, if the Airlines was unable to attend to us and solve our problems and purposedly delay us?
I even felt so scared that if YOUR STAFF CAN TORTURE IN THIS RASH WAY TO US ON GROUND, THEY ARE CAPABLE OF PHYSICALLY OR MENTALLY TORTURING US ON BOARD OR EVEN AT THE STOP OVER IN THEIR NATIVE COUNTRY OF SRI LANKA.
Previously mine and my family member’s experience with SriLankan Airlnes had been really good. My brother and family always remember with special thanks, the hospitality your staff in Colombo airport had extended to them. My travel with my friend also in your airlines was smooth. So, I really don’t know what happened on this doomed day – may be it was just that the DOHA TEAM of your airlines that day consisted of the most unhelpful and malicious of your group and we happened to be the victims.
Overall, our current experience with Srilankan airlines was truly horrifying, unheard of, and I sincerely hope that this doesn't happen to anyone else .

My name is Kasun Fernando .When We bought the up and down ticket for me, my wife and baby infant from Canada, it was including 3 checking luggage (13kg for my baby), 3 hand luggage (with 12 kg for each person ) when we came from Canada we had 3 transit, including Doha Qatar to Sri Lanka.And there was nothing problem according to our tickets ( they allowed us to bring 2 back pack, one hand bag for my wife and little baby bag ) When we came back from Srilanka (CMB )at place of the checking luggage, there was nothing problems, we also paid our extra luggage and they allowed us to bring 3 hand luggage with 10 kg for each person With 2 back pack one hand bag and the little baby bag., After all when we came to board to the flight ( Sri Lankan air line UL217 Doha Qatar departure was on May 02 at 18:45), There was a lady her name is Michel with the blue dress, she yelled at us there are too many luggage and she's not gonna allow us to go like that, and she empty our bags and throw it infront of the staff and the people, ( everybody was looking at us at that moment) she was so rude to us .we said her, we were just checked if they said us like that, we could have paid for the extra., then she said ok, and asked from us with high volume of the voice do you agree to pay $ 200 USD from the second hand luggage., I said ok, let me go and pay, at the first time she said ok go and pay, before left the 30 second she yelled again, that she can't let us go and pay, and said u guys just leave the luggage or leave the stuff and go away from here., there was so many baby clothes too which was empty from the bag, and my baby was really sick with fever., My wife said to her that "my baby is really sick with fever and don't give us hard time like this " and She insulted us " Oh your baby got sick right after got here" . We werde so frustrated about this lady. We really needed some baby clothes to change him later, Because we had to fly 29 hours to Canada with 3 transit) then My wife took some her clothes from the luggage and put it on the chair where the other stuff and clothes were (that Michel throw from the hand luggage) And my wife kindly asked from her, that let us take some baby clothes. that clothes instead, And she point out her hand with the finger, told my wife to go away to the flight .she just behave to us just like for animals., we were so uncomfortable about this incident, finally the cabbing manager of the flight came to us . and she. ( Michel)also pushed us to go to the flight with law volume at this time but with angry ., even though there was a empty hand luggage and the so many stuff that she took from us, she didn't allow me to take even the empty hand luggage . We allowed 3 hand luggage according to the ticket. But she got the one hand luggage and the stuff more than 10 kg ., and she didn't tell us what she's going to do for that .she just forced and pushed us to board to the the flight, ( I don't know that she use to treat the people who are going to Doha Qatar like this.). After 4 years we came to Srilanka, there were so many air lines that we could have booked. But we choose the Sri Lankan air line because we are srilankan ., but we didn't choose the Srilankan air line to take the rude and inappropriate behaviour from the ground agents ..i have chosen the Srilankan air line fue time before, but nobody treated us like this.this was my wife's first time that she got the flight ( from Srilankan air line) with me for Doha Qatar transit to Canada. I was so frustrated about this. And I never choose the Srilankan air line again. However the cabbing manager of the flight ( UL 217 - Doha Qatar ) asked from us what happened and he said us to give in writing complain letter against this lady's rude behaviour . ( because everyone saw this incident)And I gave him that while we were in the flight, I don't want any compensation . but I want ( ground agent) Michel should have inquiry and punish against this case...
Thank you

SriLankan Airlines Call Center, did a date change for me. I had made the necessary payments, and they confirmed my booking was guaranteed, but when I got to the Airport (Heathrow) they hadn't issued my ticket. When they realised the mistake and tried to issue the ticket, ground staff informed that the flight was over booked.

I have incurred substantial extra costs traveling from very far, finding accomodation and food, parking etc, as I have not been offered any compensation whatsoever. After staying up most of the night now I have a flight for the following day. Very poor & inefficient service.

During other times that I have traveled on Sri Lankan Airlines, the service on board is very bad and have poorly trained staff. Not to mention the ancient fleet of old planes that often do have working inflight entertainment.

NIGHTMARE AT MUMBAI AIRPORT AFTER 24 HOURS JOURNEY FROM CANADA
Srilankan staff at Mumbai airport force me to buy return ticket to Maldives costing USD $550 since they do not have knowledge that the return ticket is not require. I end up with ticket which I am not going to use. Jet airways who were supposed to obtain my boarding card also do not have the knowledge & use my credit card to enchase money from bank & pay the travelling agent to purchase the ticket instead of paying directly to travelling agent by credit card. At Mumbai airport international transit passenger do not have direct access to counter of Srilankan airline. They are corner at location where he cannot have any help. email ID: [protected]@rogers.com