SriLankan Airlines Official Reviews 

I am extremely disappointed with my partner’s recent experience with SriLankan Airlines.

Passengers are encouraged to pay for upgrades that advertise specific facilities — including flat-bed seating and enhanced onboard comfort — only to be placed on a completely different aircraft that does not provide the product that was sold. This is not a minor inconvenience; it is a significant downgrade from what was promised at the time of purchase.

Selling an upgraded experience and then delivering a different aircraft without those features feels misleading and unfair to customers who have paid a premium specifically for comfort.

What is even more concerning is the handling of the refund request. Instead of acknowledging that the upgraded product was not delivered, the response was a generic explanation about “operational requirements” and a refusal to refund the upgrade charges. Providing meals and beverages does not compensate for the absence of the core feature that justified the upgrade in the first place — the flat-bed seating and comfort.

Customers deserve transparency. If a specific aircraft with certain facilities cannot be guaranteed, that should be clearly communicated before payment is taken — not explained afterward.

Very disappointed with how this matter has been handled. I urge other passengers to be cautious when purchasing upgrades and to verify carefully what aircraft will actually be operating their flight.

This experience has significantly affected my trust in SriLankan Airlines.

I suspect their website is using some kind of algorithm to manipulate customers and rip them off?
I have noticed on several occasions, that when I go to their website to check prices for certain dates, not buy the ticket straight away, then return later in the day, the prices have suddenly gone up by a £150!
This only happens for the specific dates that I had checked on earlier, and not other days which are only a few days earlier or later!
Mind you this is during off season for air travel.

This time their food nearly made me sick.
The infotainment touch screen was not working properly at all, and as a result I was not able to watch movies properly.
As usual economy seats have little to no leg room (except the ones near the emergency exits). If you are 5 foot 10 inches or taller, you will be uncomfortable!

I was forced to pay several hundred pounds more to fly with this airline from London to Colombo.
Due to my circumstances I had no choice but to fly direct.
Passengers would get better value for their money if they transit in the middle east using Emirates, Qatar etc.
Those airliners are not only cheaper but better in every regard.

my complaint regarding items stolen from my luggage during travel with SriLankan Airlines.

I have raised this issue multiple times over the past five months. On at least five separate occasions, I was informed that I would receive a response within 12 working days. However, I have not received any meaningful update, resolution, or compensation to date.

I have provided all required documentation and details, including correspondence with Ms. Himalka Dasanayake, yet no action appears to have been taken. The complete lack of response from the relevant authorities is extremely concerning.

I flew Business Class and it was the worst I have experienced.
No WiFi both ways.
3 sets of headphones that didn't work. Luckily I had my own with me.
Panel hanging off the side by my seat.
No first choice of meal.
Warm white wine.
Entertainment system kept packing up on outbound and didn't work at all inbound.
Cabin crew opened overhead lockers twice and dropped objects onto passengers heads.
Stewardess opened my table without asking and dropped it straight into the Crown Jewels!
Tried to take my plate when I was still eating.
Moved my seat without asking.
Inbound no fast track at security.
Having filed a complaint on my return I got a reply saying they had noted my concerns!
Quite frankly I feel robbed, paid thousands for the seats and didn't get what I paid for. Avoid Sri Lankan would be my advice but definitely go to Sri Lanka, its beautiful.

Awful airline. Customer service is non existent.

Been waiting 2 months for a refund despite being told it’s being processed and that it would take 25 working days.

Constantly lie on the phone about team being busy but will call back.

Have had to try claim back via credit card company.

Flew return flights to London/Colombo in business class. Never again. The flight out was OK but the flat bed was extremely hard and uncomfortable. The return flight was awful. The food choices weren’t available - and we were in row 3. The staff were miserable and had no interest in serving us. Drinks weren’t refilled and if you asked for a second glass of water or wine during your meal they treated you with contempt. Took trays and half finished drinks away without asking Spent most of the time sitting in the galley. Also extremely rude when putting seats back to upright without asking us before the Captain announcement - to lean across someone without warning and adjust their seat and press down the armrest they are leaning on almost verges on assault. This was 45 minutes before landing. The people we met in Sri Lanka were all extremely friendly and happy to serve, where appropriate. How sad that this air crew seemed to think we owed them a favour

Save your money and fly with someone else. Sri Lankan Airlines is currently charging for "extra services" that they cancel almost immediately after taking your payment. Their business model seems to be "take the money now, refund in 14 days, and ignore the customer for 12 days in between." Shocking communication and zero accountability. Never again.

Business Class flight UL564 (Paris–Colombo, 18/01/2026).

Two consecutive defective seats on the same flight: the first could not be adjusted properly, the second had a technical alert making it impossible to rest or sleep. As a result, the Business Class product paid for was simply not delivered.

Cabin crew was professional and helpful, but the issue was clearly related to aircraft equipment.

Most disappointing: multiple emails to customer service over several weeks, with zero response.

Posting here in the hope of finally reaching the appropriate team and getting this matter reviewed.

Today I am traveling from Karachi to Jakarta with SriLankan Airlines via Colombo. On my flight from Karachi to Colombo (UL 184), the air conditioning was not working throughout the journey. It was extremely hot and all the passengers were very uncomfortable and disturbed.
Also, the meal I had selected was not provided. The crew kept arguing, saying that they did not have my meal listed. Overall, it was a very bad experience.

Very bad experience travelling to India with SriLankan Airlines. My baggage was lost and returned only after 7 days, despite multiple follow-up calls. The delayed bag contained my child’s essential medication, and my son missed his medicines for 7 days, seriously affecting his health. The experience was extremely stressful and has left me scared to travel back home with this airline. Poor baggage handling and customer support. Not recommended

They are scammers. Don’t ever purchase tickets with them . I had to cancel my flight 22 day prior to my flight due to family issue . It has been 3 months and they are not responding to emails and not refunding my money. I had a full price ticket without any promotion. DONT TRUST SRILANKAN AIR .

Was slightly worried before flying because of the reviews but was pleasantly surprised. Flew London to Columbo return and everything was great. Economy seats gave excellent room (I'm 6'4), and service throughout was good. Biggest plus point was the quality of in-flight meals and more surprisingly he wine.
Would happily fly again.

We flew with SriLankan Airlines for 15 years. But Flysmiles is a deceptive package, a disaster! Inquiries via email are usually not answered, even when the Frankfurt office kindly requests this. Miles are not credited or are only incomplete (for me yes, but not for my wife). Complaints remain unanswered or an inquiry follows, but then nothing more. The personal account details have not been updated to date. In the Duty Free magazine on the plane, the goods are shown in Miles in addition to US$, but you cannot pay for them that way.They would have to be ordered in advance. However, several attempts were unsuccessful: we were either too early or too late, despite adhering to the specified deadline. A complaint yielded nothing. Overall: Insufficient, extremely customer-unfriendly!

Elderly French Couple 82y and 83 y visiting Sri Lanka missed their flight today:23/01/26, which was 25 minutes past midnight I phoned on their behalf. 10/10 to Kiran for communicating effectively and securing them two seats on 25th January flight. The fee was fair and it was 50% of the fare, if they had bought two new single tickets. Well done Sri Lankan airlines! Payment was through the phone secure & automated. Service with excellent processors!

Paid for extra leg seats outbound and inbound. Seats were not available when we checked in. Tried emailing to confirm our seat numbers but no emails are returned. Tried to resolve this with thwir ticket office at Heathrow and Srilanka to no avail. Disgusting service which made a stressful situation worse. Will never use this airline again! Awful experience.

Flying business class on Sri Lankan Airlines with OneWorld Sapphire and yet my checked bag never made it onto my flight. And zero help from the airline in locating it even 24 hours later. Inflight experience also very poor — no in-seat screens, menu choices not available, flight attendants sitting chatting in the galley despite call button being pressed, no inflight WiFi… can’t believe this is a OneWorld airline. Never flying Sri Lankan again.

After being bombarded with e mails about the options of paying for no passenger next to me or bid for an upgrade to business class it was a surprise when.
The bid for an upgraded seat had an already lowest bid set of £876 per seat so you are told you have a minimum bid set hardly a usual upgrade bid.
The option to have more space for £97 per seat to be neighbourhoods free in economy, not a bad option.
THEN you get to check in desk and there is a notice of the flight being OVERSOLD and the offer of volunteers being offered £500 to give up their seat and get the next flight guaranteed as well as a hotel overnight.
Please stop these nonsense promotions for offers that don’t exist.
The flight was OK but the cabin crew were no friendly and couldn’t get you off the plane quick enough.
The inflight entertainment was so out dated I was expecting black and white films.
There are no charging points on the plane so be warned.

Sri Lankan airlines cancelled my flight from Colombo to Bangkok. I was told I had to submit an online refund request. I did this on November 22nd. It has been nearly 8 weeks and still no refund. I have emailed several times with no response and have tried calling but can't get through to anyone. Truly awful customer service, especially as they are the ones who cancelled the flight. I have had to rebook my flights with a different airline and so have now been out of pocket for 2 months. Use any other airline.

Expérience très décevante, et c’est peu dire.

J’ai voyagé sur le vol UL564, au départ de Paris Charles-de-Gaulle (Terminal 1) à 14h40, à destination de Colombo.
Le personnel de bord s’est montré désagréable, peu professionnel et globalement indifférent aux passagers. Les consignes de sécurité sont appliquées de façon très approximative, ce qui est tout sauf rassurant sur un vol long-courrier.

Concernant l’amabilité : aucune chaleur, aucun sourire, aucune attention. À ce niveau-là, on se dit sincèrement que ce personnel serait plus à sa place dans les pompes funèbres, où l’absence totale de sourire serait au moins cohérente avec l’ambiance. Ici, c’est juste déplacé.

L’avion, quant à lui, est très vieillissant :
• Écrans individuels hors service (les deux écrans de nos sièges), avec parasites et image floue — photos à l’appui
• Accoudoirs branlants
• Tissus usés
• Impression générale de matériel fatigué et mal entretenu

Pour un vol de cette durée, le manque de confort et de divertissement est inacceptable.

👉 Seul point positif : le vol est direct jusqu’à Colombo, ce qui évite une escale. Mais cela ne compense en rien la médiocrité globale de l’expérience.

❌ Conclusion

Je ne recommande absolument pas SriLankan Airlines.
Si vous avez la moindre alternative, même avec escale, choisissez-la.
Compagnie à fuir.

The worst airline I have ever been on. Flight was delayed for 24 hrs and have tried to get compensated as per legal rights but they just do not respond. This was back in November 24. Anyone thinking of site them please reconsider and choose another airline as once they have your money they do not care about customers. You see from the consistent low scores how bad they are.