Srilankan Airlines — Subject: Request for Refund Due to Forced Upgrade Booking Reference FRIBHM

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 attached copy of the ticket for your reference.)

On 17th August 2025, I arrived at the airport at 10:00 AM to check in for my flight scheduled at 1:30 PM. To my surprise, I was informed at the counter that the flight was overbooked and I was denied a seat in the class I had originally booked.

Given that I had to return to India urgently, having left my two young children there, I requested an upgrade to business class to ensure I could fly as planned. However, this request was initially denied. After nearly two hours of discussions and repeated requests with the airline staff — during which I received little empathy or assistance — I was eventually offered the upgrade, but only after paying USD 125.

I have attached the relevant ticket image and boarding pass showing the upgraded class.

This situation caused me significant distress and inconvenience. I believe I should not have been charged for the upgrade, as the issue stemmed from the airline's overbooking policy — something entirely outside of my control.

Therefore, I am requesting a full refund of the USD 125 I paid for the business class upgrade.

I hope this matter will be resolved promptly and fairly. Please confirm receipt of this complaint and advise on the next steps.

Sincerely,
Mohanabai Shanmugam