Sri Lankan Airlines review: Refund for all tickets

I wish I could give less than 1 star. A lot of promises were made at the time of booking flights, but none of them was addressed. At the time of booking, the airline offered me a free date change and a full refund if I wished to cancel within 48 hours. I requested a date change and was asked to pay $400 per ticket, $1600 for four tickets, plus the fair difference. When I asked to cancel and request a full refund, the airline advised a cancellation fee to be applied. I am travelling with two kids, a 6-year-old and a two-year-old, but the airlines have no courtesy or well-being of their customers.

I tried contacting Sri Lankan airlines several times via email and phone, but no one seemed to be concerned for the customer. I was put on hold for nearly an hour, then calls dropped.

This is the email copy; the email was sent to the airline multiple times.

""""""Good morning,

I want to talk about an issue regarding my flight booking, and I tried to book my tickets online and read the terms that I will allow to cancel within 48 hours to get a full refund and date change without any charge. I only need to pay the fare difference. The Sri Lankan Airlines website didn't let me book the tickets online because of my youngest child's age, as he will be under two years of age when flying to India and over two years on the way back to Australia. So I decided to contact the Sri Lankan Airlines office in Melbourne and raise my concern. I was promised I would get the same fare with the same conditions due to the problem I faced during online booking. I booked all four tickets through the Melbourne office.

When I contact the Melbourne office to change the dates, they are asking change fee per ticket plus the fair difference. This is unacceptable on the customer's side, as the promises were not fulfilled. I requested a full refund as I was not happy with the behaviour of Sri Lankan airline employees at the Melbourne office, and they further advised the cancellation fee would be applied. Please look into this matter and advise if I can cancel all my tickets and get a full refund, as I have been chasing your Melbourne office since the day I book my travel tickets.

I have contacted Sri Lankan airlines multiple times but am still waiting for a reply. I am travelling with two kids, a six-year-old and a two-year-old. It is very disappointing to receive such behaviour being a customer. I am happy to provide the email copy sent to the airline.

Please get in touch with me on mobile to resolve this issue.""""""

Never again with Sri Lankan Airlines. Horrible experience