SriLankan Airlines Official Reviews 

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.

Amazing service. On time. Feast of kottu and kiribath for breakfast.

We booked Sri Lankan Airlines flights to and from Sri Lanka & India. The return journey was cancelled due to a cyclone in Sri Lanka on the 29th of Nov 2025. We were advised by Sri Lankan Airlines airport staff, at Bengaluru Airport, to find alternate means to get back home and the money for the return journey, from Bengaluru to Colombo and then to Sydney, will be refunded. After numerous emails to Sri Lankan Airlines, where initially nobody was responding, eventually a case ID was provided but since then nobody is responding or giving any update on the progress of this case. This has been ongoing since the 8th of Dec 2025. This is the date the online refund email address was provided by their staff in Melbourne and the email was sent requesting a refund. A case ID was provided on the 15th of December but no communication since then.

very good air lines...l like hospitality of air hostesss..specially..ms.vimudi..i like her hospitality..thank u

Sri lanka to London - flight staff only offer small cups of water from the cistern that was filled from the tap in Sri Lanka. Had to push hard to get some bottled water (only for the staff?) for my children who had repeated sickness in Sri Lanka. What airline is so restrictive with water! (I could have had as many beers as I wanted though)

Extremely Poor Experience – Unjustified Offloading and Careless Customer Service

I had a confirmed ticket on SriLankan Airlines flight UL143 and was offloaded without any explanation or valid reason at Colombo Airport. No staff member could clearly justify the decision, leaving me stressed and stranded.

What made the situation worse was the airline’s handling of my formal complaint. Their written response was addressed to the wrong name, showing a complete lack of attention and professionalism. The reply was generic, avoided accountability, and failed to explain why I was denied boarding or what corrective action was taken.

Being offloaded without cause is unacceptable for any airline, especially a national carrier. The careless customer service and absence of transparency demonstrate a serious disregard for passengers.

I would strongly discourage travelers from relying on SriLankan Airlines if they expect professionalism, accountability, or basic respect.

Flying with SriLankan Airlines from Bangkok to Colombo was an absolute nightmare from start to finish. The flight was delayed by one hour — and while delays can happen, this airline is notorious for them, so this was clearly nothing unusual. What made it even worse was that after boarding, we were forced to sit on the plane for yet another hour without a single explanation. No updates. No communication. Just complete incompetence.

Once we were finally in the air, the experience somehow managed to get even worse. The cabin crew were rude, dismissive, and full of attitude. They seemed irritated by the mere presence of passengers and got annoyed over absolutely nothing. If you expect even basic customer service, forget it — you will not find it here.

Long-haul flights with this airline should be avoided at all costs. The legroom is embarrassingly small, the seats are uncomfortable, and you are made to feel completely forgotten throughout the flight. It is exhausting, cramped, and genuinely unpleasant.

SriLankan Airlines should stop pretending to be a respectable airline. The reality is that this company is pure trash — and not just bad, but shockingly bad. Save yourself the frustration and choose literally any other airline.

On 23 November 2025 my wife and I flew with SriLankan from Heathrow to Colombo. We both had issues with our in flight entertainment system which frequently froze and we could see other passengers were having the same problem .. The Airbus 380 looked very tired and part of my armrest collapsed exposing wires. 65 minutes into the return flight my entertainment system froze once again. Myself and a stewardess made several attempts to reboot it but with no success. She said she would report it to the cabin manager. No one came. After almost half an hour I asked again and finally I stopped the cabin manager as he was passing my seat. He said he had attempted to reset the system but it was clearly faulty. I asked if I could move to another seat but was told the flight was full so that was not possible.
As a consequence I had to watch a blank screen for the remaining 9 hours of the flight whilst other passengers enjoyed a variety of entertainment. I raised this with SriLankan customer services on return. I received the usual response at how sorry they were that a valued customer was disappointed .. but they wouldn't consider any form of compensation. A further communication to them was ignored. In view of the poor maintenance we experienced and their dismissive response, I would feel nervous flying with this airline again.

Une catastrophe ! A fuir
12 h de vol pour l’allée la tablette ne fonctionnait pas + retour la poisse idem

Au delà de ça un gâteau commandé par mon mari, livré par rappel 1/2h avant l’atterrissage

Hôtesses agressives et désagréables qui vous empêche d’aller au toilettes et vous exige de vous rassoir car elle n’a pas finit son service !

Je réitère ma demande et elle s’est énervée !

Mesdames ! Revoyez votre façon de parler et de traiter vos clients nous ne sommes pas à l’armée !

Je ne recommande pas cette compagnie ! Fuyez ! !

Plane delayed 2 hours going out, then we had a last minute gate swap so the delay was delayed. The staff outward bound were lovely. Food was awful and the headset kept breaking. What they call a "pillow" is a piece of foam the size of a laptop and just as thin. Totally useless. Flight back... dreadful. The food for breakfast was curry..cold and disgusting, no further refreshment offered for 8 hours when we were given yet more cold curry. Warm water and all served by grumpy cabin crew. They kept spraying some awful scented spray that was making everyone cough. The entertainment system didn't work at all. A deeply uncomfortable experience. Never fly this airline again

Terrible service!
Please avoid travelling via Srilanka Airlines.
The ground staff have no clue how to manage check-ins.
They decided to let a minor sit by himself, when questioned they had no answers.
The flight was delayed by two hours without any explanation or communication.
Cabin crew staff on flight UL605 were rolling their eyes ,huffing and puffing while serving customers.
Staff need training on communication skills and customer service.
Either shut down or reinvent the wheel!

Pls don't. Customer service non existent. They don't care. Cancellation is a nightmare. Worst of the worst.

No replies to emails or calls to customer services. Flight turned back due to a technical fault, rescheduled for 24 hours later causing extra expense as well as disruption. Was assured that the expense would be refunded. Is there a customer service department ? If so, what do they actually do?

Very disappointed with SriLankan Airlines. For years I could select my seat when booking online (except extra legroom), but now they charge for all seats. They only open free seat selection 48 hours before departure, by which time all aisle seats are gone — essential for me on a 12‑hour flight given my age and health. As a Flysmile member, I’ve always booked directly on the official site, even though agents offer better deals, because seat choice mattered. Now loyalty means nothing. Tried calling customer service, but nobody answers. Truly unacceptable!

AN UTTERLY TERRIBLE EXPERIENCE

This was our second time flying with Sri Lanka airlines. We decided to give the airline another try as we were hearing good stuff about Sri Lanka in general. THIS DID NOT EXTEND TO THE AIRLINE.

Our problems started before we even left for the airport. We were a family of 4, travelling with a 2 year old and a 4 month old and had booked the flight before our second child was born. Sri Lanka airline assured us it was fine and urged us to book the flight and just add the infant on later, which we did. The infants booking was not on our own original booking but rather on their own booking, which was the beginning of our problems.

Out flight was comprised of 2 legs, the domestic flight to Heathrow and the international flight from Heathrow to Colombo. On our initial domestic flight to London, we were informed by British airways (with whom this leg of the flight was with) that our two bookings were not in fact linked and that Sri Lanka airlines had it appear that the infant was travelling alone! British airways remedied what they could but advised us that they couldn't print my wife or my infants boarding passes for the second leg and to speak to Sri Lanka airlines at Heathrow before we went to the gate.

Upon landing in Heathrow we made our way to speak to Sri Lanka airlines however due to delays by the time we got there the desk had closed. We proceeded to the gate where we tried to explain to an employee that we didn't have all our boarding passes and the problem with the infant on a separate booking but the Sri Lankan airways employee spoke with rudeness and didn't care about our problem. She demanded all our passports to check us in and dismissed our problems. It was only after she received them and struggled checking us in did her rude tone to us change. She spent the next 30 minutes trying to sort out this problem and when my wife went to sit down with our 4 month old to feed her she attempted to refuse her seating!

The problem was eventually sorted just in time for us to board but at this time no one had eaten including my 2 year old. When we boarded there was no priority boarding for families and we were sat at the back of the plane whilst people without babies occupied the child friendly seats! We really struggled on the flight with two children and little room. We asked a flight attendant about the child friendly seats availability as the bassinet provided there would have made a world of difference but we were told it was full.

Our holiday to Sri Lanka really suffered because of an airlines ignorance and contempt.

If your planning to fly to beautiful Sri Lanka choose a better airline. Sri Lankan airlines had and still has a long way to go.

If there was an option for 0 stars, that’s what SriLankan Airlines deserves.

Absolutely appalling experience with SriLankan Airlines on 20 October 2025. Our flight from Singapore to Colombo was cancelled without any notice, completely ruining our travel plans. We had planned to drop off luggage in Sri Lanka on our way to the Maldives, but instead, we were stuck at Singapore Airport for over 8 hours waiting for the next flight to the Maldives. 16 November 2025 Sri Lanka to Singapore disgraceful experience again
To make matters worse:
Excess baggage scam: For the same luggage and weight, Singapore Airlines charged us nothing extra. SriLankan Airlines charged USD $300.

Rude and unprofessional staff: The airport staff were arrogant, dismissive, and lacked basic customer service skills. The manager was even worse, and communication was poor. It felt like they were trying everything possible to take money from passengers.

Terrible onboard experience: Seats were worn out with covers coming off, toilets were dirty, and the food was awful.

This is the second time I’ve flown with SriLankan Airlines, and both experiences were terrible. I gave them a second chance because my husband is Sri Lankan, hoping things would improve—but they have only gotten worse. After reading other reviews, it’s clear this is a common problem.
Do NOT waste your money on this airline. Choose Singapore Airlines or any other reputable carrier. The positive reviews you see online are likely from employees or their families—because I have yet to meet a single person who had a good experience with this airline.
SriLankan Airlines should be ashamed. You are damaging your country’s reputation with such disgusting service. If there was an option for 0 stars, that’s what you deserve.

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We always fly in business class and we are severely disappointed with Sri Lankan Airlines. The business classes of other airlines are so much better. We were called три days before departure asking if we wanted to take another flight. Since we were getting married in Sri Lanka, this was not an option! The lady on the phone said, I advise you to check in online 48 hours in advance. We would have done that and we had already printed our boarding passes. During the luggage check-in, we first showed our passports, and then the trouble began. She calmly said that my wife could not board because one seat was broken. We protested and said it would cause enormous costs, then we showed our boarding passes again, and then she said they were overbooked. Then we said we would take immediate legal action. Then suddenly there was space on board. It concerned flight UL 501 Frankfurt-Colombo. Once on board in the business class, it turned out that someone else was sitting in the so-called broken seat.

We do not like being lied to, in any case you do not treat business class passengers who pay well over 3k per ticket per person like that. What a poor airline. We have never experienced this with other airlines such as Qatar, Turkish, Emirates, etc. They simply take better care of their customers.

For the same reason we would have had to cancel our entire wedding.

We truly feel this was scandalous how we were treated, especially because there was outright lying.

My recent experience with Sri Lankan Airlines was extremely disappointing, leading to significant financial loss and wasted time.
​✈️ The Delay & Disruption
​Our incoming flight was delayed, which subsequently caused our departing flight to be significantly delayed. We had a short connection in Colombo, so we missed our connection to Singapore.
​While the airline eventually provided a hotel for the unexpected overnight stay, the disruption resulted in the loss of our pre-paid reservation at the Marina Bay Sands in Singapore, a major financial loss we were forced to absorb.
​🛑 Refusal to Provide Essential Documentation
​The most unacceptable part of this experience is the airline's total refusal to communicate regarding our trip insurance claim. To claim our losses, we require an official letter confirming the flight delay/cancellation.
​I have made multiple attempts to contact the airline:
​3 emails sent to customer service.
​2 phone calls (with long hold times).
​Multiple messages via their official WhatsApp chat.
​Sri Lankan Airlines has not responded to any of these attempts. Their complete silence and lack of support is effectively preventing me from recovering my losses through my travel insurance.
​
​The operational delay caused a significant and costly disruption to our itinerary, but the subsequent complete failure of their customer support to assist with a required insurance claim letter is unacceptable. Future travelers should be aware that if a disruption occurs, you cannot rely on Sri Lankan Airlines to provide the necessary documentation to claim your losses.

We flew LHR-BIA in Colombo. Think of this airline as a long distance Ryanair. The seats in economy are hard, awful under leg length causing muscle cramps, and about as much room between you and the seats in front as a budget airline. Food is really low rent. Food going out was terrible and the return flight wasn’t much better. Staff were great, apart from one misery on the way back. This airline has a habit of delayed departures as was the case on our outbound flight. Nearly two hours late. But the airline knowing this gave us food vouchers which we could spend in any of the airport restaurants. Overall if Sri Lankan Airlines are your only choice for economy then go with them and put up with the conditions. As with most airlines these days, not only are economy seats ridiculously uncomfortable (even the A380) the price for the next level up is the price of our two week hotel stay. So the trade off for now (barring a lottery win) is just not justified.