SriLankan Airlines Official Reviews 

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.

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.

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