SriLankan Airlines Complaints & Reviews

I have booked a flight from New Delhi to Paris in Sri Lankan airlines. However they have changed the itinerary from 13th December to 16 December. We changed the plan as to match flight timings, and today again they have changed the itinerary.

When called, they have no response to this.

I had a flight from Singapore to Mumbai via Colombo on 2nd oct, 20:10 pm. I had an active PNR but was still denied boarding even though I had reached the airport at 5:30 in the evening. At the check in counter I was in communication with two people, Shankar ( SRI LANKAN AIRLINES) and Krishnamala ( DNATA CSO). Both these people confused me all together and didn't issue boarding passes giving random reasons. At 7:30 pm I went to the ticketing counter and talked to Mr. Ming Chuan of Sri Lankan Airlines. He told me that my ticket was genuine and I should have been issued a boarding pass. The following are my flight details:
UL-309- SINGAPORE- COLOMBO
UL-141- COLOMBO- MUMBAI
PNR - 6RYRFO
I have been caused great loss to this and would like to aplly for a refund and compensation. There was a fourth person who was with us i.e Hemant Kachariya, who didnt have any problem travelling, but the three o[censored]s were denied boarding.

01/09/2022
Bangalore airport

I travelled from NZ to Bangalore and arrived Bangalore airport at 2.30 am this morning on UL 173. (AKL-MEL, MEL-COLOMBO, COLOMBO-BANGALORE)
I did not receive both my checked in baggage. I complained at the airport and when they escalated, they said they already had the information that my baggage is still in Melbourne. They promised me that it will arrive in the flight tomorrow evening.

I called them to confirm this again this afternoon. And then initially told me they have not placed my baggage yet. I explained what was informed this morning. And then they say that they have placed it, but cannot confirm the date when the baggage will arrive. This is worst experience I have ever had.

Already instead of providing me with all the boarding passes at the origin country, I had to get a boarding pass, literally before boarding at each of my stopover. They had no clue what to do at the Colombo site. They printed some random information on a loose sheet of paper instead of giving me a boarding pass. I had so many questions at the immigration in Bangalore.
On top of it I asked the Sri lankan airlines employee if an upgrade is available and she had no interest telling me about this. My overall experience was really bad and this topped it off

We booked tickets with Srilankan Airlines in March to travel from Melbourne to Kochi on 10/09/2022. We also booked our seats as well, as we are travelling with small kids. Now we noticed that all our seat reservations have been removed without informing us. We contacted airline offices at Melbourne and Srilanka to fix this and unfortunately both customer service officers were extremely unhelpful and rude and simply said they cant do anything about it. We understand there is a schedule change in the flight from Melbourne to Colombo, but the seat reservations for other flights have also been removed and now they are booked by some one else. We don't understand what sort of customer care and guarantee you are providing us. Now we have to wait until 48 hours before travel to book seats which is also not guaranteed, making lots of stress to fly long 14 hours with two small kids. We have original E tickets issued to us with seat numbers which is of no use now. We hope the airlines can do something about it. Looking forward to hear from you.
Booking reference- 56KB2P- AYINIPULLY SUKUMARAN
Kind regards
Bincy & Sudhish

I dont get a single reply from Srilankan Airlines with regards to my refund status. Their refund policy is to give a reply on the amount entitled within 3-5 working days and full settlement should be in 14 working days. However, after one month submitted my refund (submitted on 21 July 2022) and until today (22 August 2022) i dont even get a reply on the amount entitled for refund.

Refund Ref is : UL/RR/146568, UL/RR/146569, UL/RR/146570

I purchased travel tickets from Melbourne to New Delhi via Colombo for 4 passengers. The airline cancelled the tickets from Colombo to New Delhi. I called the customer care and asked them if i cancel my tickets will i get a full redund as its the airlines fault. I was assured that i will be given a full refund. It has been almost 3 months and they only refunded the amount of one passengers ticket. I have tried getting in touch with them many times. The contact centre says they cant discuss about the refund and so does the chat support. The only email available for refunds does not respond.

Hi,

Refund reference Number is UL/RR/145102
More than 1 month now still not received the amount
I emailed several times no response

In April my client was denied boarding due to an overbooking. He was offered a voucher for a free flight to a destination within the connections of SriLanka Airlines. He accepted that voucher under these conditions.

Now he wants to redeem the voucher and it says the voucher is only valid for one sector Male-Sri Lanka. This is not the condition that has been promised to my client as he lives in Spain and can't make use of this voucher. He would not have accepted the voucher under this circumstances.

Therefore we are either asking for a voucher valid for a free flight of SriLanka or a financial compensation as it should be normal. My client couldn't make it to his destination due to the denied boarding, had to pay for the hotel at that destination as it was non-refundable. And now he is without an adequate compensation. This is not acceptable. Flightright calculators say, compensation is up to 600 EUR, we'd like to solve it quicker without having to give this case to lawyers. What's the best you can provide?

EMD[protected]
LOC-53ULF3

Hi team,
My name is Ruhi Kapasi and on the 14th June I was travelling from Mumbai to Melbourne flight number UL144 and my ticket number is 6XEMIE. I reached the Mumbai Airport to check in 3 hours prior as required just when I reached I was one of the first 4 people to check in and upon reaching the counter there was some technical issues and was made to wait for 1 hour and check in never began in Mumbai airport, after 1 and a half hour the check in began and there were more then 30 people in the queue.I reached on the counter the baggage was put on the scale and I was well within my carry allowance and I told the staff to weigh my baggage again as the weighing scale on the same side of the other counter was showing my handbag weight as 6kgs and the other counter where I originally checked in as 8kgs and I
Was telling your staff the Baggages cannot be so different in weight on 2 different scales and I was made to pay $400 and I kept telling your staff there is something incorrect about the weighing scale and they made me also measure my laptop bag which I felt I was discriminated as no one else’s laptop hand carry was measured and it was so unreasonable even though my laptop bag had nothing but a laptop and perhaps they did not weigh any other womens or passengers handbag .This is truly discriminating even though I had no other hand baggage.After 2
Hours of frustration and I was made to remove stuff from
My handbag I was still made to
Charge $400 .I reached Melbourne and a a long tired and frustrating wait time for 5 hours for my bags to arrive which is clearly unacceptable even though I was wrongly and falsely charged to pay$400 for it and my baggage did not arrive and afterlong flight waited at the Melbourne conveyer belt for 5 hours it was me being penalised first of all to wait long hours in mumbai at the check in counter and then realised when I reached Melbourne I was penalised
For charging falsely $400 which was very dodgy as 2 counters cannot have 2 different weight and when I reached Melbourne I was waiting
With one of the co-pilot who stayed back with me
Until I got my bags, I am an Australian citizen and i have been cheated by your ground staff and frustrated with the service and the experience your airline has given me I m seeking for your help and support to look into this matter as it’s clearly a cheat and a fraud and racial discrimination for the behaviour I have experienced which left me with such a disappointment and I need you to help me
Organise a refund for all
That I have been through with no fault of mine this
Experience has left me feeling cheated, disappointed and frustrated and if nothing is done about this than I will
Truly never choose toTravel by your airline it nothing is done about this as I have known good things about your airline and experience I have had I hope to have a fair resolution and I am hoping to hear from your side to
Resolving this issue
You can email me on [protected]@yahoo.com.au
Disappointed and unhappy customer
Ruhi Kapasi

I had a flight with SriLankan Airlines from Columbo to Paris CDG on June 24th. My luggage was missing at the Paris airport. I tried to contact SriLankan
Airlines and they did not respond in any way

My mom( senior citizen) was travelling from Singapore to Mumbai via Colombo on 17th June. When she landed in Mumbai the flight was delayed and the bag she got was thrown as trash and broken. She tried to contact the baggage counter there but there was no rep from Srilankan airlines and being diabetic she helplessly left from the airport. Since then we trying to contact airlines number but after waiting for hours on IVR call gets disconnected and the chat BOT doesn’t work. Please can someone help us.

I made a request for refund of my wife;s Colombo-SYD-CMB Business Class ticket on 07APE22 which was duly acknowledged. Please see attached email correspondence. Until today, I have not received the refund i.e. after 50 days. Too emails I sent in this regard remain unanswered. As a result of this delay on your part my account remains overdrawn.

Please investigate this matter and arrange the refund of the required sum to my credit card account without any further delay.

Please acknowledge receipt of this email by return.
Re: Refund Request REF. - UL/RR/140167 | Requested Date - 07.04.2022(UTC)
Dudley Leelananda
URGENT URGENT

Dear eCommerce Team- SriLankan Airlines

Please refer to your confirmation dated 07APR22 acknowledging my refund request.

Today is 23MAY22 and I am still waiting for my refund. When the refund request was made, I was told by one of your Managers that the refund will be arranged well within the 25 working day period(which is as per your policy) but now I believe it has gone even beyond that.

If this refund is not made latest by 25MAY22, my account will be overdrawn and the bank will levy a penalty and will also have to interest.

Please let me know the reason for this delay and advise when it will be credited to my credit card account.

I await your urgent reply to my email.

Thank you and kind regards

Dudley Leelananda/Mrs J Hewamanage
From: Dudley Leelananda
Sent: Tuesday, May 10, 2022 1:48 PM
To: [protected]@srilankan.com
Subject: Re: Refund Request REF. - UL/RR/140167 | Requested Date - 07.04.2022(UTC)

Still awaiting for my refund. Please expedite.
From: [protected]@srilankan.com
Sent: Thursday, April 7, 2022 1:46 PM
To: [protected]@hotmail.com
Subject: Refund Request REF. - UL/RR/140167 | Requested Date - 07.04.2022(UTC)

Dear Sir/Madam,

Thank you for submitting the online refund request for the ticket purchased through www.srilankan.com.

Your refund reference Number is UL/RR/140167.
Please use this reference number with regard to any further inquiries on this refund request.

We will be processing your refund request subject to the fare rules of the ticket.

We appreciate your patience until we inform you the refundable amount along with any applicable fees, charges, or penalties that will be deducted.

If you have paid for your tickets using your Credit/Debit cards, please check with your card issuing bank whether your refund amount has been credited to your account after our refund team has got back to you.

For payments made with Al Ansari Exchange House you must collect the refund from an Al Ansari Exchange House branch by presenting the same Emirates ID submitted in your refund request.

Please find the summary of the information you have submitted below.

Refund request UL/RR/140167 | Requested Date - 07.04.2022(UTC)

Booking reference: 6FEK5S

Sectors/Tickets requested for refund

Sector 1: CMB - SYD
E-ticket no 1:[protected] HEWAMANGE/JAYANTHI MRS

Sector 2: SYD - MEL
E-ticket no 1:[protected] HEWAMANGE/JAYANTHI MRS

Sector 3: MEL - CMB
E-ticket no 1:[protected] HEWAMANGE/JAYANTHI MRS

Passenger contact Number:[protected]

E-mail address: [protected]@hotmail.com

Remarks: A mistake made in the name when booking. Instead of " Hewamanage" the name was stated as " Hemamange". I was advised by SLA to cancel the ticket and rebook. which I will do after you confirm that the ticket has been cancelled. The other ticket in the name of " Leelananda" under this same reference should NOT be cancelled.

Should we have a clarification related to your request we will be contacting you.

Please note that once submitted your refund request cannot be reversed.

Please do not reply to this email.

Thank you
Best Regards,

eCommerce Team
SriLankan Airlines
www.srilankan.com

Related FAQs and benefits of booking on www.srilankan.com

How to apply for a refund?

Do you know the advantages of booking on www.srilankan.com?

Refunds should be requested online through below link.

https://www.srilankan.com/en_uk/plan-and-book/online-refund-request

You can enjoy the benefit of many special promotions run on www.srilankan.com frequently
During most of these promotional periods you can change your dates before travel without penalties by paying fare difference only. This is available only when you book on www.srilankan.com
There are many optional services that you can purchase on www.srilankan.com.
Below are a few,
Reserve your preferred seat in advance before you lose it
Reserve a seat with extra leg room for your comfort
Book extra baggage at a discounted price to ensure you carry all your stuff
What is the amount I will get as a refund?

The amount to be refunded will be informed to you by our refunds team.

Will there be a any charges or penalties applicable?

There will be penalties applicable. Please be patient until we email you all the details along with the refundable amount.

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Dudley Leelananda/Mrs j Hewamanage

My name is swaminathan.
Me and my daughter travelled from DMM to TRV on 25/5/2022.
One day Before i chat with the srilankan customer care and confirmed that 43 inch tv i can add in my baggage.
I have the screen shot of the chat.
While check in they didn't allow me to carry my TV,
More over one of the Supervisr named Lakshmanan told i have to pay 180 SAR as fine, I agreed but finally he changed his words.
These guys destroyed my whole day evening of my family.
They behaved very badly and told if you have any proof of claims you can complaints to the authorities the only problem is for the guy who chat with me.
Don't hesitate to contact me for futher details @[protected]@gmail.com.

Hi Team,

I have booked two tickets and canceled them. After receiving refund the amount was two low what I have got. Not sure why the difference is two high. Here the details of the tickets:

email id through which I booked the tickets : pdp.[protected]@gmail.com

1. Refund request Reference number: UL/RR/138243 (MAA - MEL), ticket #[protected]
I booked this ticket for 1, 29, 751 INR but received a refund of 81, 890.47 INR.

2. Reference number: UL/RR/138436 (HYD - MEL), ticket #[protected]
I booked this ticket for 60, 550 INR but I received a refund of 37, 250.82 INR.

Can you please check why the difference is two high? Before Cancelling the ticket I called the customer support and was told 4, 500 INR will be deducted for each ticket. Not sure why I got way too less amount back. Please expedite the process.

I have attached all my tickets and refund request emails.

Thanks
Pradeep
+[protected]

Pl ref Refund Request REF. - UL/RR/137400 | Requested Date - 23.02.2022(UTC)

our ticket no. 603-[protected], and booking ref. 6YJZQ9
And

Ticket no. 603-[protected], and booking ref. 6YJZQ9.

As per your website the refunds are processed. I am enclosing the screen shot of the same for your reference.

On checking our bank account, we found that only one ticket was refunded to us as against our claim for two tickets mentioned above.

But as per your website, the refund for both were raised.
Kindly check with your accounts and arrange for early refund of the other ticket also.

Flight booked date 31/03/2022
Travel date:31/03/2022
Travel from LHR to TRZ via CMB.

LHR to CMB -UL504
CMB to TRZ -UL133
Passengers :3 (2Adults and 1 Child)

E-ticket number:
[protected]
[protected]
[protected]

Flight UL504 got delayed by few minutes, due to this we had to miss the flight from Colombo UL133 to TRZ.

I have booked the ticket and travelled on the same date due to an emergency where my uncle passed away and I had to attend the funeral.
The ticket price was 4 times more than the normal prize.

I was told in the flight by airhostess that the connecting flight to TRZ will not depart until they get the passengers from the connecting flight.

Both the flight being owned by Srilankan airlines, It made sense.

However the UL133 departed without picking us and we had to travel the next day.

It was so unfortunate that I could not attend the funeral due to the delayed flight. I paid so much to get this flight and it did not serve the purpose.

I had to miss once in life time function.

Could you please do a refund of the escalated price ?

Thanks

My booking number was 6747LR.

The flight was delayed by more than 6 hours from Melbourne to Mumbai on 8th March 2022.

I need compensation

Still so many reminders for getting the refund ( as already by the airlines after launching complaint), only get reply they checking the finance department but the final status as it is. I not received any refund till now
Please help me to get my refund back, since communication the airlines it is almost getting 2 months

My ticket number[protected]
Name Parvathavardhini mithunakumar
Refund Request number UL/RR128702
booking reference ROA6NX

the above ticket was booked directly with SriLankan Airlines, due to corona and cancellation of flights Airlines was issuing tickets with date changes.
In September 2021 Airlines asked to go for refund request as it cannot issue further date changes. Hence I submitted refund request, details above.
Its been five full months. There was no response for my multiple emails and calls. Only received automated email asking to wait for response. My calls were diverted and kept in waiting for an hour without response.

My request is to either issue refund or issue credit to book my return journey. Alternatively reschedule to different date. They haven't responded to any of it. Since Jan I have emailed them twice and called them twice to let them know about raising a consumer complaint. No response. Kindly help by resolving situation.

We had booked for Srilanka airways to Bangkok, Departure from Bahrain on11feb, 2022
Departure time is 21.30
We are 3 passengers me and mug kids 15 and 13 years old.
When we are checked in they said fight will delay for tomorrow but not know exactly time and they took us to hotel for 1 night(Not allow to get back home)
So we are stay till 11.30 then them took us to airport and flight is 13.45
When airplane arrived here Srilanka 12feb(21:00), they told me that .. Don’t have flight to Bangkok!!! Will have flight again on 14feb in the afternoon!!
How you can imagine ??? And all hotel airports is FULL!! We have to wait and sleep near the gate??? Again more 2 day??
So we are fight them to find out any line we can go as soon as possible.
So the give us new ticket from Columbia to DAC (bangaladesh) on 05:45 -9:30
Then DAC to Bangkok on 11:30-15:00

See how we waisted!! time, Tired.
They are should to inform us from beinging so we can plan another way, or at least give back money for ticket. Etc …

This is VERY BAD experience ever from Srilanka airline.