SriLankan Airlines
Reviews and Complaints

Ticket number is 603-[protected]. (Flight Cancelled on 28/09/2023 from Lahore to Colombo and Colombo to Guangzhou, China.

As my ticket agent company has also applied for the refund for this ticket. I have not received any money back from SriLankan airlines. The flight was cancelled, and I applied for a refund. The airport staff also put the remarks "refund" on my ticket. The ticketing company is also not getting any reply from SriLankan airlines. Please refund my money as soon as possible otherwise I will go for legal means to get my money and compensation back.

I had purchased a return ticket on Srilankan airlines from Abudhabi to Colombo and return . Due to urgency i had to travel to Sri Lanka on a bit earlier date and since i didnt find any Srilankan flight , i took another airline and requested for a refund on the unutilised sector Abudhabi to colombo and i specifically mentioned that i would be using the return on the same Sri Lankan flight ..but somehow my return ticket is now not showing in system and none from Sri Lankan airlines is replying/responding to my emails.

I was waiting for the confirmation of my baggage allowance that I requested through student special and student cash back discount. And contacted Sri Lankan airlines many times and I was being told that will receive the confirmation within today but unfortunately I didn't receive it yet. I am so disappointed on your service and awaiting forward your earliest response. Please do the needful as earliest.

My member no UL604109284

Flight no UL604

The issue that I have experienced was: Hi, My name is Amritha sujatha rajan, I had booked flight tickets via sreelankan airlines for 2nd April 2023,but we went for check in to the trivandrum International Airport, we had excess baggage, we were willing to pay for it, but unfortunately we received really bad customer service, from trivandrum international Airport, they did not even have a proper visa card swipe mechine, they did not even bothered or helped us, we missed our flight even though they have started our check in, flight has gone, after that I was compel to cancel my flight, only 144 pounds refunded, from airport, sreelankan airlines customer care team they didn't do anything, then we booked new tickets for another flight, we lost huge money, we had huge loss, stress and even my job has effected, I couldn't rejoin for my duty, what should I do, I want to complaint legally, we had undergone huge stress, job has effected, we had huge money loss, I need help and support, sreelankan airlines customer service is really bad, I will review about it, I won't recommend anyone for this flight because we received really bad experience, who will pay for our compensation

On the 1st August I was at Suvarnabhumi Airport, Bangkok for a 9:10am Sri Lankan Airlines flight to Colombo to connect with an onward flight to London Heathrow.

The flight was delayed for 5 hours meaning I missed the Heathrow flight. Then it was decided to reroute me via Doha, Qatar. This second flight was also delayed for over 2 hours. By the time I arrived at Doha it was too late to move my baggage between planes and I was refused boarding.

As a consequence I had to stay over 12 hours in the airport at Doha before taking a Qatar Airways flight to London in the early afternoon of the 2nd August 2022.

In total my delay amounted to over 23 hours. This meant I paid for a hotel in London that I did not use and the train fare for a journey I couldn’t take and like the hotel was non refundable.

My baggage was lost and it was 16 weeks before I got it back minus a large sum of money in a wallet in a backpack inside the suitcase.

I wrote to the CEO of Sri Lankan Airways in mid December 2022, sending the letter by tracked and signed for post.

I have not received a reply.

Michael Disney

Refund Request REF UL/RR/153088

Requested Date - 18.01.2023(UTC)

E-Ticket Number - [protected]

I have requested the refund and was told that it will be refunded within 25 business days.

I have even contacted them through a few other emails but no response.

At last, I had an online chat and was told that I would be getting a response in 24 days. Nothing happened.

I am paying interest every month ever since I bought the ticket to the card provider (Amex).

I badly need the refund urgently.

Thank you.

Hi myself Kamaljeet Kaur

I am filling this complaint against Srilankan Airline refund issues.

Please read carefully the details of my issue below :

I bought Srilankan Airline return ticket with help of travel agents from Sydney to Delhi. And also I extended luggage weight after bought ticket online. But, they charged me AUD 849.43, which was converted to USD. I had no idea that I am paying USD that was showing me to pay only 578.04. After I paid this amount I noticed it was actually USD not AUD and while I checked my bank account the airline had been charged me $849.43. On the same day when buying luggage weight on 28 October 2022. After that, I contact the airline to get my refund on luggage extended weight. They said they would charge me USD100, of refund fees, and I had accepted this as well. Then after some days, they again emailed me to confirm the refund process. Within 5–6 minutes, I confirmed yes to proceed this and replied the same email to them to proceed the refund. Within a week on my flight day I again emailed get update on refund and they said I haven't replied them to proceed my refund process 24 hours before my flight, even though I sent them email proof as well that I replied them on the same day within few minutes after received their email. Again, after waited to get their response, I again emailed them. Then again they replied me that they will investigate my issue. But, now it has been 3 months they're not replying me anymore even not sending me any update and I'm still waiting to get my refund and during this time I had been travelled on their flight on same ticket and I have arrived back from overseas.

They have not refunded me yet. And it is being so stressful for me that I had been charged aud849. Without any benefit. Even I had paid on overweight luggage at the Sydney airport about 3-4 kg weight to Srilankan Airline.

So, could you please help me to sort out this issue.
It would be really appreciated.
Many thanks

Kamaljeet Kaur

Hello

I purchased a return ticket to Chennai India from Melbourne Australia thru’ Best price travel located in Sydney Australia.in late Aug.2020. A month later I lost a family member and due to grief and sadness I decided not to travel and applied for a refund thru’ Best price Travel who forwarded the request to cancel to the Airlines. Since early Nov. I had been in constant touch with the travel agent and the Airlines who gave me excuses upon excuses and they strung me along to this day. Even this morning When I rang the airlines the agent put me on hold and contacted the refund dept. and came back to me to say that the manager of the refunds is looking into my case. what kind of customer service is this? quite appalling by any standards. They take 35% of the fare and still make me wait for the refund. This is quite unsatisfactory and the authorities need to urgently look into my case and arrange the refund forthwith

Srilankan airlines is a scam company. They told me I will get my cashback in 3 days. Then after requesting for a long amount of time they told me it will come in 21 working days. After that when I asked where is it they said it will be given in 3 to 4 weeks. Even now they are saying the same. They are thieves they wont return your cashback ever. Never book from this [censored]lankan airlines.

Dear Sirs,

I had purchased a return Air ticket of your Air Lines, for the sectors, Auckland to Kochi from the below mentioned Ticketing Agent with the following Booking references:

Geo Vazhakala

Global Tours & Travels

Hamilton, New Zealand

M: +[protected]

E: geo.global [protected]@gmail.com

Airline Booking Reference : 6MUWNU

E-ticket :

1) 603-[protected]-77

2) 603-[protected]-79

3) 603-[protected]-75

4) 603-[protected]-73

of Sectors Auckland –Melbourne-Colombo-Kochi going on 19 Sept 2022 and return on 24th October 2022; along with Hotel accommodation at Colombo on 19th Sept 2022 Night.

Passengers reference: Mr Joby Jose, Mrs Jene Joseph, Mstr Aaron Joby Illickal, Ms Andrea Maria Joby

Along with our Air ticket we had the confirmed Hotel accommodation at Colombo for 19th Sept 2022 Night upon our Arrival at Colombo, with the following details:

Monday, 19 SEP 2022

Hotel

Colombo

02dblb On Cps At Catamaran Beach Hotel**nett Fare Usd765****



Booking status : Confirmed



Monday, 19 SEP 2022

Hotel

Colombo

Ref Srl02020****



Booking status : Confirmed



But, after this very long journey of 10.45 hours, at Colombo Airport the officials of Sri Lankan Airlines denied hotel accommodation for us there, which was as part our Air Ticket Package Deal. We were forced to spend nearly 10 hours with 2 kids for the rest of the time until the next connection flight. This incident, we find as mismanagement and a breach of deal from your side. We felt, we are harassed and had to face much inconvenience and hardship both physically and mentally during our Travel with your Airlines. It was a traumatic experience for our family with two kids in a foreign county and it is highly deplored.

We believe that being reputed Airlines, will uphold the Deal made to us and refund us the offered Accommodation along with a reasonable compensation amount for the mental trauma and hardships caused to us, to our account soon.

Yours faithfully

Joby Jose

Mobile:+[protected]

Email: [protected]@gmail.com

My parents are due to fly on the flight of the 30th morning from Colombo to Melbourne. When they booked the flight, one of my father's friends who works at Sri Lankan Airlines had reserved two seats for them (window and aisle on the 24th row). This is due mainly to my mother suffering from severe back pain and their need not to trouble others when using the facilities. Apparently, these seats were in the blocked category and thus cannot be seen.

Even though the airline informed my parents that 'manage booking' would be enabled 72 hours prior to the flight, my father has been unable to use this until today morning. He found out on logging in that they have been placed in the middle two seats on the middle row (not where they were initially reserved) and towards the back.

My father was evidently very upset since they would now have to jump through others' laps to use the facilities and my mother would be in pain during the flight, as it is a long flight.

We have used Srilankan to fly to Colombo since it is a direct flight and is easier for us. But we are extremely disappointed with this issue. This isn't the first time an issue like this has happened. This is the fourth time. It happened when they were flying to Colombo as well. I tried to reserve seats for them a day before the flight as that was when 'manage booking' was enabled and found that there was not a single seat to be reserved, despite them having booked the flights months ago. They did get seats in the end at the back where the exhaust or the engine is located and was very loud and caused my mother to get a severe migraine.

My father used to work for Air Lanka and was very disappointed and let down by these events and constantly exclaimed that these sorts of things didn't happen back then. I am deeply disappointed as well. Since I have a child, it is easier to use the direct flight rather than use stop-overs and I have used the direct flight from Melbourne since it started a few years ago. But never again. I will never be using this airline and will advice my friends and family not to use it again as well.

The in-flight entertainment device not worked,

No screens on, it was very un pleasant.

Complain made to flight attendant and she has noted down my complain.

Date : 05th October 2022

Colombo to Jakartha(UL364)

Seat : 63D

Passenger : Bollegala Arachchige Nalin Padmakumara Bollegala

Passport Number : N9394010

Nationality : Sri Lankan

eTicket : [protected]

contact Number :- [protected]

email : [protected]@slmatrix.com

My self and family came on holiday from Canada to Sri Lanka on 24th July 2022 and were scheduled to fly back on Sri Lankan UL0505 (booking ref 4NHFCR) to LHR on 19th August and via Air Canada AC0863 to Vancouver on 19th at 16:10hrs (London time).

I received below mail from Sri Lankan on August 10th

“Dear Passenger,

SriLankan Airlines regrets to inform the schedule change on UL505/19AUG. Your flight will depart CMB 0720Hrs/19AUG and arrive in LHR 1535Hrs/19AUG

Sincerely,

SriLankan Airlines Team

On receipt of the mail, I immediately spoke to my agent in Canada who issued the tickets and was advised that Sri Lankan needs to provide me an alternative solution since this was not factored in the ticket and delay is from Sri Lanka sector.

At the time I received the mail I was out of Colombo, 11th being a Poya day I had to cut down my trip and came to Colombo on 12th morning to reschedule my flight.

My wife and I visited the Sri Lankan office at the World Trade Centre at 9.30am on 12th August, to reschedule my flight since I do not have sufficient time for the connecting flight from LHR (0.35mnts).

I was told by the agent Ruwini the delay is due to re-fueling in COK.

I was assisted by a trainee staff member who was not knowledgeable and understanding her position. She said cannot help me and since the ticket was issued in Canada and there are no seats in any of the Sri Lankan flights, it needs to be rescheduled in Canada.

Subsequently I spoke to the Air Canada office in SL and they too advised that Sri Lankan needs to reschedule my flight.

At this point of time another agent by the name Ruwini came to the rescue of the trainee agent and stated that I was supposed to come within 24hrs of receiving the mail. We stated that the mail does not specify this requirement. Moreover, the next day of receiving the mail was a holiday in Sri Lanka (poya day). She was so arrogant and argumentative the way she spoke to us.

Ruwini said she will try to get four seats on the 18th flight however we need to get the tickets issued within one hour. I said it is around 2.00am in Canada. I need to speak to my agent in the morning. She was not willing to accommodate, with no choice I had to wake my agent and speak, he said that he needs to check with Air Canada office in the morning and agent spoke to Ruwini in our presence and requested to hold the booking for 24hrs which she did not agree and said the system will automatically cancel the booking after one hour. My agent spoke to the Air Canada 24hrs helpline and they also said the tickets can be issued only once the office is opened in the morning.

I was left with no choice, no alternative given, Ruwini instructed me to call the Sri Lankan call centre on 1979 every hour and confirm the booking, which was not practical at all. I tried calling the given person who had to wait on hold for a minimum of 45minutes, spoke to an agent called Stefan and then another 30 mins to get it confirmed.

When I called the second hour at the same wait time and when I spoke to an agent the booking was deleted/cancelled and I was not able to use the ticket to fly back.

Since I did not have a choice and had to get back to Canada to report to work, I had to pay an additional CAD5200 and purchased four tickets.

I seek financial compensation for the loss and mental trauma myself and family went through due to the fault of Sri Lankan Airlines. If no settlement is received, I will take this matter with the higher ups and on social media. I will also advise the Sri Lankan community in Canada regarding the service and to think twice prior to flying on Sri Lankan.

With such poor customer service and unprofessional staff assisting customers I am not surprised why the AirLine is making such losses.

It has been over 2 months since I requested a refund and nothing has happened. I have made an official online request followed by three reminders, but to no avail. I have had a live chat with them also. It's really pathetic.

Now, I am thinking of suing them in a court.

My request for travelers is that

*DON'T BOOK ANY TICKET WITH SRILANKAN AIRLINES, IF YOU ARE NOT 100% SURE OF YOUR TRAVEL*

In connection with a bag lost 27 days ago

20 kg of toffee and chocolate

Its value in Sri Lanka is 69600 rupees

I am contacting regarding a personal damaged package was shipped from your airline cargo. Check the picture of the damaged belongings and the tracking shipment info below.

I contacted the agent that choose your airlines to ship my packages however he ghosted me and didn’t reply back.

These stuff worth more than $800 please I want to be contacted to someone asap.

My husband and I travelled from Melbourne to Colombo on the fifteenth of April 2022 on Business class on UL605 departing at 16.10 (the take off was delayed). My booking reference was 5MPHQV. I initially had seat 4 D. However as the person on my left was a very sick person, I requested a change of seat. I was given seat 6 G and was two rows behind my husband who was in 4 G. My seat and the arm rest were very sticky (possibly a sweet drink had been spilt previously and the seat and arm rest not cleaned). I brought this matter to the attention of the air hostess who brought a wet wipe and wiped the seat and arm rest. She did her best but did not have adequate cleaning material to do a better job. My clothes and right arm were sticky and I felt very uncomfortable I used my wet wipes and cleaned the area in front of my seat where I was putting my hand bag and my coat. The wet wipe turned purple and I had to use several wipes to clean this area. It was quite clear that during this Covid period, when the seats should be cleaned by professional cleaners, a proper job had not been done. My trip for which I had paid to travel on business class was made unpleasant and I did not have a good experience, realising the fact that the seat and possibly the food tray were unclean. We pay large sums of money to travel business class in order to have cleanliness and comfort. This was denied to me. I would be grateful if Sri Lankan Airlines make amends to me for denying me a pleasant journey for which I had paid good money. I would like to get a prompt reply and compensation.