SriLankan Airlines Complaints & Reviews

I am writing this email with regards to the damage caused to my "Skybags" suitcase. I have travelled from Mumbai to Jakarta via Colombo on 4th Jan 2026 from Srilankan Airlines. Below are my flight details.

Name - Ivan Francis Pereira
Passport No - Z7913194
Mobile No - +62 [protected]
Mumbai to Colombo Srilankan airlines flight no - UL142
Colombo to Jakarta Srilankan airlines flight no - UL364br...

Dear Sir/Madam,
I am Sudesh Kumar Jha, holder of Nepal Passport no. BA0009592. I am writing to complain about my travel from Singapore to Delhi by Sri Lankan airlines flight UL307 from Singapore (14th Oct 2025). I arrived at check-in counter on time. The counter issued my boarding pass, luggage tags. while weighing my hand carry bags, it was weighted 2-3kg more weight than allowed and they want me pay for it but I told them that I...

Dear Sir/Madam,

I am writing to formally raise a complaint regarding my recent experience with SriLankan Airlines.

I had booked my ticket on 24th July 2025. Below are the details of my booking:

Booking Reference: FRIBHM

Issue Date: Thursday, 24th July 2025

Ticket Number:[protected]

Issuing Airline: SriLankan Airlines

(Please find the...

I am extremely disappointed with the complete lack of response from SriLankan Airlines regarding a formal complaint I submitted in August 2024, linked to PNR 6GFJ54.

My group and I faced repeated booking and system errors caused by the airline, which resulted in:
- Unjust cancellation of our tickets
- Additional last-minute flight and hotel costs
- Significant financial loss and emotional stress
I...

I made a reservation with Sri Lankan Airlines for my cousin to fly from Colombo (CMB) to Toronto (YYZ) on May 01, 2023 with the details as follows:
Ticket purchased: Toronto, Canada
Date & Time of Travel: May 01, 2024, 0325
from Colombo (CMB) Flight No & Route: UL501 – CMB to CDG; Seat 26A UL501 - CDG to FRA; Seat 26A DE2402 – FRA to YYZ with scheduled arrival on 01 May, 2024 at 1800 hrs.
As my cousin was...

I was travelling to Seychelles on 27August 2022 on UL707. My Baggage did not arrive. When I contact Baggage section in Sri Lanka directly; they did not have any idea about an approximate date of delivery for my baggages. I have no clothes and stuf[censored]ntil I get my baggages.

There were around 60 - 70 passengers who faced this issue in the flight I came. And this is not the first time experience with Sri Lankan Air Lines.
br...

I Nikita Jaggi am an Australian Citizen and had been flying Srilankan Airlines first time in my life. I boarded my flight from Melbourne on 7th July 2022 for Mumbai via columbo. I was very happy with service I received by the officer at the customs even though I was disappointed with the delay in the flight from Melbourne as it was delayed by 3 hours. I had an excess of 3kgs and on request since I was traveling to meet my parents first time...

I bought the tickets on 2 May and it was cancelled and changed to 3 May by Sri Lanka airline, I tried to change date but I had to pay fee and I explained I didn't cancel flight but the airline cancelled for me why I had to pay fee, however they still told me to pay fee if I wanted to change date that was a reason for me to cancel flight bc my Visa would be finished on 2 May, so 17 March I sent my refund request and got replied email. When...

This is regarding my ticket booking from Male to Chennai for 24th of April. The booking was done through Goibibo.

PNR - NO8OQE
E-Ticket No - 603-[protected]

Traveller Name - Sridevi Vadhirajan

I raised a name correction request yesterday through Goibibo to Change my last name on the ticket from "Vandhirajan" to "Vadhirajan". During ticket booking, there was a typo mistake that caused the...

Dear Sir
After launching complaint in the consumer complaints, quick decision was taken by the srilankan airlines to refund my amount as per the attached mail from Srilankan airlines but more than month passed, there s no credit in my account and after so many reminders there is no reply too.
request to help me once again .
Mail received from srilankan airlines for agreeing the refund attached as image

regardsbr...

1. I booked my ticket for Jan 6, 2022 : Jakarta - Colombo / Colombo - Mumbai
2. On booking ( Dec 27, 2021), I received email fom SRILANKAN AIRLINES taht i am eligible for the Bid to get Upgrade offer in business class.
3. I applied for the BId
4. Based on my offer, airlines replied me with statement as below
a. upgrade offer will be informed between 48 and 5 hrs before departure ( means between Jan 4, 2022,...

It was been 1.5 years since the travel was cancelled by the airline due to COVID 19 travel restriction.

However till date, no refund is received despite several instances indicating that refund will be made in 5-10 working days. This is very disappointing.

Refund Request REF. - UL/RR/112370 | Requested Date - 22.06.2020(UTC)
Departure Date : 23-Apr-2020
Booking Reference : QG2VAY...

To,
The Manager,
(Srilankan airlines),
(1/51 hawwa nagar chakkarapalli ayyampettai thanjavur 614211.)

Date: 21/01/2025

Subject: Complaint about mobile lost at seat

Respected Sir/Madam,

With due respect, I would like to state that my name is M.Mohamed shajahan and I reside at (1/51 hawwa nagar chakkarapalli ayyampettai thanjavur 614211. On 21/01/2025, I flew from (Kuwait) to Trichy in flight number UL230 of your prestigious airlines Srilankan Airlines.

I am writing this letter to you in order to complain about the loss of Mobile I recently encountered on the above-said flight. My luggage was checked in at 22:25(PM) on 20/01/2025 and upon arrival at the Trichy am forget to bring my mobile from the seat desk.

For the above-said loss, I made a Property Irregularity Report (PIR) at the destined airport. As per the Airline Policy, I requested you to kindly update me in this regard at the earliest.

For your kind reference, I am also enclosing a copy of (PIR/ Airline Ticket/ Boarding Pass/ Any other – Mention If Any). I expect to hear a word from your side at the earliest.

In case of any queries, you may contact me at _+91 [protected](Contact Number).

Thanking you,
Shajahan,
M.Mohamed shajahan,
+91 [protected].

Pls see below mail sent to Trina Peiris. She is not responding. I have been resending my mails to her. Pls help
Dear Trina Peiris
I am just going through my mails as I was travelling and regret to note that you are not accepting any responsibility for the damaged bags. From day one, Sri Lankan airlines was not helpful at all. Even though its an interline agreement that the last carrier is responsible for tacking, lost and damage bag, your office failed to do it.
I travellled with a fractured hand, I had wheel chair assistance. When we arrived in Mumbai, I was rushed to the gate where my belongings were taken over by the Mumbai staff as I was on a wheel chair. They requested for the bag tags to be scanned. Again, as I was on a wheel chair all documents were in the hands of the Mumbai staff. I got everything to my hand when I was boarding the flight. Only upon arrival, when my bags were missing, I realized that the baggage tags were forgotten to be returned to me by the Mumbai staff. However, I reported loss of 2 bags immediately upon arrival.
Soon after I came home, I got in touch with the airlines and was able to provide the tag nos and all my communications did indicate the baggage tag nos. Even when my frst bag arrived after 1 week, it did match the tag numbers I reported. I called and appealed so many times to deliver the bags as I had an injury but your office failed to help. At this point, I had to make arrangements to get my bag picked up at my expense. I had the same issue for the second bag which arrived after 1 month. Again, I had to bear the cost of transportation. The second bag was all broken and some items missing. I have sent pictures to you. My first bag was damaged too. I have forwarded pics of this too.
I do understand bags get mishandled during air travel, but the airline is responsible. I can understand if it is a few scratches. If the bag is ripped and broken, the airline is responsible. I am sorry,
I cannot accept your response below. Kindly let me know how you are going to compensate for the damaged bag.

Thank you
Sincerely,
Shainaz

I booked my 2way flight via Srilankan airline starting on 25 August from Sydney to Kochi transiting at Srilanka, and returning on 18th September from Kochi to Sydney. The Srilanka airline team kept reminding me that I am eligible for a hotel accommodation since my layover is more than 8 hours for my Sydney to Kochi flight.The flight cost me 1145.70 aud (737 usd). As per the website I am eligible for a 2 way hotel accommodation based on my transit time.

I sent an email to [protected]@srilankan.com and they sent me the below email in response.
“
Dear Sir/Madam,

Thank you for choosing Sri Lankan Airlines!

Kindly note that your hotel accommodation request has been accepted and updated upon the relevant booking. The passenger will be receiving an email confirmation with a briefing of the hotel service within 24 hours of the flight departure.

--
Yours Sincerely,
Shazny Safry.
Sri Lankan Airlines Reservations
”
Upon reaching the airport at the reservation counter, the lady at the counter asked me to step aside and kept pushing the idea on me ‘that I am not eligible for a hotel accommodation as I didn’t receive a confirmation email with an stpc number’. I was not even aware what an stpc number was and I insisted I need a hotel accommodation as I didn’t make any other arrangements since I received the above email.

The lady at the counter was rude and made me wait 3 hours at the counter. And then filled in a form and told me they will give a hotel accommodation. I was sent to the hotel in a vehicle without a proper guard around 1.55 am at night after all that wait. I had to travel close to 30 minutes in a van with fear in an unknown country. I could have been raped and no one would know.

The hotel CATAMARAN was closed and the driver had to wake up the hotel receptionist who was sleeping. The room didn’t have a working tap in the bathroom. The tap came off as I opened the tap.

I barely got 1.5 hour at the hotel to take rest as I had to travel back to catch the international flight to Kochi. No meals or refreshments were provided. When I complained about the experience at the airport, they told it is none of their concern and that I may write to customer care if it mattered to me.

To top it all- My return flight from Kochi to Srilanka got cancelled. My flight time changed from 10.55 pm at night to 10.20 am in the morning. This increased my transit time from 2 to 12 hours.
When I called Srilankan Kochi office, they told me there’s no flight with a transit time lesser than that as I need to catch the next flight to Sydney.

I read the fine prints on
https://www.srilankan.com/en_uk/plan-and-book/plan-for-flight-delay#ContactUs.
And found that they give hotel accommodation in case of flight cancellation and long delays.

1. I made a call to support centre number
+[protected]. The number doesn’t exist.
2. I made 3 calls to Kochi centre on [protected]. They said they are helpless and I need to contact Melbourne office.
3. I then made 4 international calls to Melbourne on +[protected], the last call lasting up to 1 hour. Please be mindful that these calls cost me a fortune. They kept telling me to call them again and then hung up on me. The people I contacted are Yushna Siraj, Sahan Perera and Rakheeb.

In the last call with Rakheeb, he mentioned I’m not eligible for hotel accommodation as I used one hotel accommodation service (despite letting them know the issues I faced trying to avail hotel accommodation). I told them specifically I’m trying to avoid the issue I faced during my last visit to Srilanka.

I sent multiple emails to reservation teams and
[protected]@srilankanau.com.au.

I am unable to understand what I am supposed to do here to sort the hotel accommodation matter.

I need to make an official complaint to the concerned officials in Australia and India raising this safety concern I faced in Srilanka. I cannot leave the matter of safety that I faced in Srilanka as silly and I feel obliged to let people know the importance of this.

I have attached my itinerary number 6ZZ235 before and after revision of the flight timing.

Note: the site
https://www.airport.lk/contact_us/complaints is not working at the last submission button. The phone number
[protected]/[protected]
is not redirecting me to the concerned department

Please assist.

For the las week, I have been attempting to book a return flight to Colombo, on the airline, departing from London in June and returning in July. I have repeatedly filled out the documentation and payment details, only to receive the error message 4620 on each occasion.
I contacted the airline, who said my bank had stopped the transfer. I then went to the bank, who said they did not stop payment, I have the funds and there are no limits or other issues with the account, so the fault must be with the airlines systems.
My son, then attempted to book on my behalf, and got the same message. Please note that he is with a totally different bank, and therefore his card and account are not the same.
I am unfortunately left in limbo, being unable to take my trip, whilst each side blames the other. All i wish to do, is pay the fare and travel as soon as possible, on the airline that I have been told so many positive things about.

Im SADTC Senanayake and yesterday evening I flew from Delhi to Colombo in UL196 and when collecting check in baggage one of my baggage lock was broke and removed

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.

Sir/Madam
This is with regards to my mom named SABIHA ANSURUDEEN aged 70 years had a flight travel on 23rd Nov through Srilankan Airlines from Madurai to Riyadh via Colombo, with BOOKING RESERVATION NO 6MQMYX, and E Ticket no 603-[protected] .
The ticket was booked on 17th Nov 2022 itself, with a plan that she will accompany another person (my Friend) who was also travelling from Madurai to Riyadh in the same flight, so we planned to travel from our home town Coimbatore to Madurai by taxi. Upon reaching the airport on 23rd and my mom got her security and immigration done as usual, being aged and with travel earlier she was made to wait for flight delay, the flight authorities did not inform regarding the delay.
My mom got all her immigration and security check and waiting for boarding, we were informed about the cancellation half an hour to 40 miniutes after the scheduled departure time, They did not give any proper reason and said its technical fault,
The airlines authorities had not offered her any consolation by asking her to stay in hotel which was obligation of the airlines to book hotel till the next schedule flight. She was left to wander without any help from the authorities, till late night. Until taxi was booked by us for her.
The airlines gave an option for another flight after two days, Which was not viable in her aged days to travel again from Coimbatore to Madurai again affecting her health.
As mentioned, she had come from far of place from Coimbatore around 236 KM with 5 hour travel time via road and we had spent for her local travel and she had to book another taxi to go back home again due to cancellation .
We have incurred lot of expenses for my travel to and fro, . Also she had to undergo health issues and had to led to lot of stress.
Also since she had to travel urgently, we booked from an alternative flight on Friday from Cochin
I would like compensation for the cancellation and the stress she had undergone and the financial expense we took because of this uninformed cancellation. Which is totally under Airlines responsibility
I have briefed the list of expenses incurred
Taxi travel from Coimbatore to Madurai 23/11/22 INR 6000
Lunch and dinner expenses INR 200
Taxi travel from Maduari to Coimbatore 23/11/22 INR 7500
Taxi travel from Coimbatore to Madurai 25/11/22 INR 8500
Flight ticket from Cochin to Riyadh on 25/11/22 in INR 32800
Total INR 55, 000

Hi there,

I always prefer Srilankan airlines, but I had really a bad experience this time Last Sunday.
My original flight was from Melbourne to Delhi, (UL 605 & UL191), on 4th Dec 2022, via change over in Colombo, but the flight from Colombo was cancelled and the new flight given was Air India(AI284), for Colombo to Delhi.

As I had to go even further and had another flight booked from Delhi to Amritsar with gap of 4 hours after the initial flights, but the the cancellation messed up my plans.

The new flight was supposed to fly at 2:40 5th Dec, 2022 from Colombo and suppose to land me in Delhi at 6:00, according to which I should still have 2 hours for getting the next flight.

Air India was also got delayed by more than 45 mins which started flying at 3:15 instead of 2:40, and landed me in Delhi at 6:45 instead of 6:00, which means I had only 15 min to do my immigration, get my luggage and go to Vistara domestic flight to do my baggage drop. trying hard requesting everyone at so many checkpoints and breaking the queues, I reached at Vistara counter at 7:20, where they refused to take my luggage as they had closed the counter. they asked me to talk to Air India staff but Air India didn't take their responsibility, the person sitting there said to me we cant help you. and gave me excuses about the flight cancellation. I think that was harassments. After asking few people, I managed to get a bus and had to sit for another 8 hours, after long flight and mental stress, to reach my destination. I had other problems.

Because of first flight cancellation I had all these problems and missed my flight from Delhi to Amritsar, with frustration and mental stress, which continued even in the bus until reached home.

I should be compensated for all the problems I had due to this.

Regards,

Bupinder Singh