SriLankan Airlines Official Reviews 369

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 !

Wir sind mit Sri Lankan Airlines geflogen, da unser Rückflug aufgrund des Krieges storniert worden ist. Der Flug wurde über das Auswärtige Amt organisiert für einen unfassbar frechen Preis von 1900€ p.P. Es gab keine Möglichkeit für eine Sitzplatzreservierung oder ein Zugticket um zu unserem Auto in Berlin zu kommen. Das Essen war scheußlich, man konnte auch dieses nicht vorher auswählen! Sitzplätze haben alle Reisende nur auseinander bekommen, selbst Kinder und ihre Eltern? Dazu war es im Flugzeug unfassbar eng, keine Beinfreiheit, nichtmal im Gang. Wir würden nie wieder über diese Airline fliegen und können diese auch nicht empfehlen!

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.

I had a very pleasant experience flying with SriLankan Airlines from London to Sri Lanka. The boarding process was well organized, and passengers were called by number which made it smooth and efficient. The crew were extremely friendly, professional, and attentive throughout the flight. Dinner and breakfast were served on time and the food was very good. The flight was very smooth with almost no turbulence, and I was able to relax and have a good sleep during the journey. Baggage delivery was also very quick, and I did not have to wait long at the airport. Overall, it was a great flight experience. Thank you to the SriLankan Airlines team for the excellent service.

Due to the current war situation in Dubai, many airlines are offering full refunds to passengers who no longer feel safe to travel. Unfortunately, SriLankan Airlines is not doing the same.

We are travelling with children, and given the current situation, we do not feel safe to travel. It is very disappointing that while other airlines are prioritising passenger safety and understanding customers’ concerns, SriLankan Airlines is refusing to provide a refund.

In situations like this, airlines should show compassion and flexibility. Safety should always come before profit. As a Sri Lankan, I feel very disappointed that our national airline is not showing the same level of care for its customers.

El 14 diciembre compré a SriLankan Airlines 3 billetes para los vuelos MAD-DOH-CMB, saliendo el 18 de marzo y regresando el 6 de abril. Antes de Navidad nadie podía prever que se iba a desatar este conflicto incomprensible. A raíz del cierre del espacio aéreo catarí llevo más de una semana remitiendo correos a Srilankan para saber en que situación están nuestros vuelos del día 18, ya que la página web no indica mensaje alguno y se limita a seguir poniendo a la venta esos mismos vuelos como si no estuviera pasando nada. El vuelo MAD-DOH lo operaría Qatar Airways con su QR152. Se da la circunstancia de que Qatar tiene cancelados todos sus vuelos regulares con llegada o salida a Doha (salvo los autorizados para repatriar a quienes están atrapados allí), por lo que es imposible que el 18 de marzo el vuelo QR152 despegue de MAD y aterrice en DOH, de donde, teóricamente enlazaríamos con el UL218 de SrinLankan para llegar a CMB. He entrado en el chat de SrinLankan donde tras muchos problemas operativos consigo contactar con algún empleado. Pero éstos nunca me dan información exacta y real del estado de los vuelos, aún sabiendo que es imposible aterrizar con un vuelo regular en DOH. Se limitan a decirme que mande un email a las oficinas centrales (de ésos que no contestan nunca...). En resumen, si SriLankan pusiera en su web que no se puede aterrizar en Doha, todo estaría más claro y ya hubiera cumplimentado el formulario de reembolso por cancelación de vuelos, pero como siguen "vendiendo" billetes para vuelos que de momento no pueden volar a Doha, estoy seguro que si pido el reembolso me penalizarán con el 60, 80 o 100% del valor de los billetes, porque en su web no se especifica claramente cual sería el importe de la penalización ni como se aplicaría ésta. ¿Una penalización por cada uno de los 4 vuelos de ida y otras tantas por los 4 vuelos de regreso? Si hacen eso, y considerando que indican que cada penalización "puede ser de hasta 255€" parece claro que al final sumarían más las penalizaciones que lo que hemos pagado por los billetes. En todo caso SriLankan Airlines está demostrando ser una compañía infame, que ignora y desprecia a sus clientes y que parece que silenciando la comunicación, busca aplicar penalizaciones abusivas para no tener que reembolsar ni un euro. Un desastre. Seguiré preguntando a SriLankan qué pasa con los vuelos MAD-DOH hasta el mismo día 18 de marzo. Vergonzoso.

Extremely disappointing service. The flight was first delayed by 1 hour, which was informed more than 10 hours in advance. However, when I checked for the gate at the revised boarding time, I discovered the flight had been delayed by another 2 hours — with absolutely no communication or update from the airline.
Keeping passengers uninformed and leaving them to find out delays on their own is unacceptable. This level of mismanagement and lack of basic customer communication reflects very poorly on the airline. Truly pathetic customer service.

Useless - cancelled our flight without telling us. Their customer service is a joke. Good luck if you decide to fly with them.

A deeply disappointing experience on an extremely expensive one‑way flight from Colombo to London.

For a 12‑hour journey, the in‑flight entertainment system was not working for many passengers, which is unacceptable at this price point. The cabin crew seemed poorly trained, and the selection of drinks and soft beverages was surprisingly limited.

Overall, this airline falls far below basic international standards. I would avoid it if possible. It has become a burden rather than an asset, and it’s disheartening to see our hard‑earned money supporting such poor service.

Dear SriLankan Airlines Customer Service,

We are very disappointed that we have not received any response to our two previous emails. In addition, when contacting your team by phone, no solution was offered. This gives the impression of either a complete lack of customer service.

Passenger details: – Ticket No. 603 2115352632 •
Booking reference: FU8LUS

We kindly ask you to address our issue promptly and provide a clear solution.

Sincerely,

Worse crew, horrible planes

I am extremely disappointed with the customer service at the Dubai City Office of SriLankan Airlines.

My flight was cancelled due to the ongoing Middle East conflict, and I have been trying to contact the Dubai office to reschedule my ticket. Unfortunately, the telephone number provided (+971 4 396 1222) is not working, and I have been unable to reach anyone for assistance.

During such urgent situations, especially when flights are cancelled due to unforeseen circumstances, passengers expect proper communication and accessible support. It is very frustrating to have no way to contact the office despite calling multiple times during the stated operating hours.

I kindly request SriLankan Airlines to ensure that their contact numbers are active and that customer support is responsive, particularly during emergencies. Passengers should not be left without guidance when travel disruptions occur.

I hope the management takes immediate action to improve communication and customer service.

We traveled to and from Colombo with Sri Lankan airlines from Heathrow. We travelled home on 2nd March and were so grateful that we had booked this direct flight rather than changing at Dubai. In our experience the check in staff and flight crew were very fans professional. We had enough leg room. The meals were very good and we got home! To be honest the in flight entertainment screens were a bit dated but who cares. We were comfortable and fed in a seat that we had to be in for 12 hours and we got home safely. Thank you Sri Lankan airlines!

Paid a lot from business class.
Food dreadful. Run out of the food most people wanted. The substitute was cold (salmon) .I asked for it to be heated up and it came back the same. The attendant just giggled and said no microwave.Despite putting label up saying do not disturb I was woken at 4 am , 2 hours before landing, to be fed disgusting breakfast.
NOT WORTH THE MONEY.Swim if you have to but do not fly with these jokers.

This is regarding service of UL232 flight on 24th February ( Dubai to Sri Lanka)
Very poor service from cabin crew. Never smile. We have to pay for that.
No Welcome or send off.

Lift off TV. No entertainment.
Very poor service.
Food was excellent.
Never recommend. This type of Cabin crew. Never helpful.
They never checked passengers seat belts / seats, before landing and take off..
Budget air lines offer better service than Srl Lankan air line

Delays both ways, full on chaotic airport transfer, last minute changes to boarding gates causing unnecessary run around and fatigue, ear aches unbearable. I and my kid almost cried with ear problem. We never experienced such a worst flight in 20 years flying.

I received an email form Sri Lankan Airlines to bid to upgrade to business class . I bid and won an upgrade . On the day of the flight they downgraded me back to economy . They have charged my credit card and are not refunding me. I have been on the phone to the for 1 hour and I am getting nowhere . awful customer service !!

Felt compelled to redress the balance of reviews for Sri Lankan Airlines based on our experience as a family of 4 traveling from LHR to Colombo and back (routes 503 and 504).

Minimal delayed departure at both ends (½ an hour) - recent data suggests this is the norm. Smooth check in and baggage processes. Economy seat comfort acceptable (I'm 6'2" and was no less uncomfortable than on other long haul flights!).

Would have appreciated being left alone on the way out and not being asked if I wanted tea, coffee etc when my eyes were clearly shut. Aside from that, the cabin staff were immaculately turned out and very pleasant. Food was pretty good too. Not really any alternatives for our kids, although they were served first which was considerate. They also received a little model plane each to build which was a nice touch.

Good choice of movies and telly on the entertainment system. Unfortunately, we had a glitchy row of seats on the way back and had to regularly exit and resume what we were trying to watch. Additionally, I wanted to buy a bottle of Arrack from their Duty Free, but they only accepted cash which was surprising in this day and age.

We were a bit apprehensive prior to travelling after reading the slew of negative reviews. Hope that our experience provides those travelling the same route some reassurance that actually, overall, they're pretty good.

High level overview. A very budget airline doing long haul.

The good:
Direct UK flights
They carry surfboards as included baggage at no extra cost
Slick check in on both flights.

The bad:
Poor customer service
Very dated planes with defunct in flight entertainment
Poor in flight care - food and drinks
Paying extra for pre-allocated seats
100% delay record for both our flights

Pre-flight customer service is non-existant, attempting to glean anything from the customer service team if you have any queries is painful. I attempted to add details: my daughter's needs including peanut allergy; child meals; seat bookings; surfboard size restrictions... all were pointless efforts despite calling many times, emailing customer services and even raising a complaint ( emails and complaints aren't acknowledged let alone responded to), and each time I spoke to someone I was told something different.

In flight... bear in mind these planes are old. The in flight entertainment is extremely poor. Outbound across 4 seats we had a seat back unit that was broken, wouldn't even play any media and crashed at the thought of anything other than the home screen, and one seat where the unit worked the audio didn't. On return leg the units did work, but with a glitch every 5 minutes or so the whole rear 50 % centre 4 seats units froze, the solution being to revert to a main screen select another film, then select the one you were watching, so annoying. This continued for the whole flight.

The live news channel hasn't been updated since 2022, I read a BBC news brief on The Queen (RIP) doing a visit somewhere or other, so they dont subscribe to support packages.

The games function for kids does not work at all.
So plan to bring your own entertainment to keep little ones occupied!

Food and in flight service is poor. This does not compare with any flagship carriers like Qatar, Emirates or even Etihad at a push. Yet the price point is comparable!
3 hours into both 11 odd hour flights we were informed there was no beer available from the drinks. On the return leg I asked why on both flights and was told they reserve them for the front (Business Class) and also passengers on the return leg. I have flown many long haul flights with multiple carriers, I have never heard of this or experienced similar - again pangs of budget airline to save any replenishment costs at UK airports.

Would I fly Sri Lanka Airways again? Not a chance, the price point and poor service outweigh the direct option in my opinion to save 1 hour lay over in UAE.