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SriLankan Airlines Customer Service Phone, Email, Contacts

SriLankan Airlines
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1.1 38 Complaints
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SriLankan Airlines complaints 38

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11:27 pm EDT
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Request to waive 2nd Penalty charge for cancellation of Flight due to illness I Donsekerage Bernard Leo Francis Perera arrived Australia on21st Oct 23 with my wife on ticket Nos.[protected] and [protected] including a return ticket to go back to Sri Lanka on 10th Sep.24. but my wife Seetha Selnie Ariyawansa fell ill together with weakness in mobility...

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1:35 pm EST
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Reference number 52G4WO Return flight of journey 18th November 2023 Passengers: Mr James C Price and Ms Helen B McManus Our flight UL505 was delayed leaving Colombo on the 18/11/2023 It arrived in London Heathrow 10.40am approx we proceeded to catch our next flight with Aer Lingus EI159 due to depart at 12.15pm. When we tried to board the plane even...

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8:15 am EDT

SriLankan Airlines Refund

Ticket number is 603-[protected]. (Flight Cancelled on 28/09/2023 from Lahore to Colombo and Colombo to Guangzhou, China.

As my ticket agent company has also applied for the refund for this ticket. I have not received any money back from SriLankan airlines. The flight was cancelled, and I applied for a refund. The airport staff also put the remarks "refund" on my ticket. The ticketing company is also not getting any reply from SriLankan airlines. Please refund my money as soon as possible otherwise I will go for legal means to get my money and compensation back.

Desired outcome: Refund

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Update by ShaheerHussain
Oct 17, 2023 8:18 am EDT

Sri Lankan Airline is also not replying to emails of the ticket issuing company for the refund process. Such a pity.

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Is SriLankan Airlines legit?

SriLankan Airlines earns a trustworthiness rating of 91%

Highly recommended, but caution will not hurt.

Our conclusion: After a detailed review, ComplaintsBoard finds SriLankan Airlines to be a trustworthy company. Although there's a 2% resolution rate for customer complaints, which deserves attention, SriLankan Airlines is known for their high standards and safety. If you're thinking about dealing with SriLankan Airlines, it's wise to check how they handle complaints.

We found clear and detailed contact information for SriLankan Airlines. The company provides a physical address, 6 phone numbers, and 2 emails, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Srilankan.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Srilankan.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Srilankan.com you are considering visiting, which is associated with SriLankan Airlines, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

According to our analysis, SriLankan Airlines appears to be offering travel services on their website. While many travel companies are legitimate, it's important to be cautious and do your research before booking a trip to ensure that you are getting a good deal and not falling victim to a scam.

SriLankan Airlines website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

However ComplaintsBoard has detected that:

  • While SriLankan Airlines has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 2% of 38 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • This website appears to offer a link shortening service. Scammers may also use shortened links to make malicious or fraudulent websites appear more legitimate or to hide the true destination of a link. Therefore, it's important to exercise caution when clicking on shortened links, particularly if they come from an untrusted or unfamiliar source.
  • We conducted a search on social media and found several negative reviews related to SriLankan Airlines. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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1:20 am EDT
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Booking reference ROBERT BROWN, ADT, 23JUN, CMB, 603-[protected], 6ZAALS return trip was disrupted meaning we arrived 24 hours late to Melbourne and additional associated costs. The return flight UL 504 on 6th August 2023 was delayed until 12 noon on 7th August as advised by Sri Lankan Airlines on the afternoon of 6th August. the team then helped us book...

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8:54 am EDT

SriLankan Airlines Ticket cancelled without informing Passenger

I had purchased a return ticket on Srilankan airlines from Abudhabi to Colombo and return . Due to urgency i had to travel to Sri Lanka on a bit earlier date and since i didnt find any Srilankan flight , i took another airline and requested for a refund on the unutilised sector Abudhabi to colombo and i specifically mentioned that i would be using the return on the same Sri Lankan flight ..but somehow my return ticket is now not showing in system and none from Sri Lankan airlines is replying/responding to my emails.

Desired outcome: I need someone to respond on my email and solve this issue.

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11:46 am EDT

SriLankan Airlines Service

I was waiting for the confirmation of my baggage allowance that I requested through student special and student cash back discount. And contacted Sri Lankan airlines many times and I was being told that will receive the confirmation within today but unfortunately I didn't receive it yet. I am so disappointed on your service and awaiting forward your earliest response. Please do the needful as earliest.

My member no UL604109284

Flight no UL604

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1:39 pm EDT
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SriLankan Airlines Airline service

The issue that I have experienced was: Hi, My name is Amritha sujatha rajan, I had booked flight tickets via sreelankan airlines for 2nd April 2023,but we went for check in to the trivandrum International Airport, we had excess baggage, we were willing to pay for it, but unfortunately we received really bad customer service, from trivandrum international Airport, they did not even have a proper visa card swipe mechine, they did not even bothered or helped us, we missed our flight even though they have started our check in, flight has gone, after that I was compel to cancel my flight, only 144 pounds refunded, from airport, sreelankan airlines customer care team they didn't do anything, then we booked new tickets for another flight, we lost huge money, we had huge loss, stress and even my job has effected, I couldn't rejoin for my duty, what should I do, I want to complaint legally, we had undergone huge stress, job has effected, we had huge money loss, I need help and support, sreelankan airlines customer service is really bad, I will review about it, I won't recommend anyone for this flight because we received really bad experience, who will pay for our compensation

Desired outcome: Already filed a complaint, I did not receive any response till yet

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4:15 am EDT
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SriLankan Airlines Delay and lost baggage

On the 1st August I was at Suvarnabhumi Airport, Bangkok for a 9:10am Sri Lankan Airlines flight to Colombo to connect with an onward flight to London Heathrow.

The flight was delayed for 5 hours meaning I missed the Heathrow flight. Then it was decided to reroute me via Doha, Qatar. This second flight was also delayed for over 2 hours. By the time I arrived at Doha it was too late to move my baggage between planes and I was refused boarding.

As a consequence I had to stay over 12 hours in the airport at Doha before taking a Qatar Airways flight to London in the early afternoon of the 2nd August 2022.

In total my delay amounted to over 23 hours. This meant I paid for a hotel in London that I did not use and the train fare for a journey I couldn’t take and like the hotel was non refundable.

My baggage was lost and it was 16 weeks before I got it back minus a large sum of money in a wallet in a backpack inside the suitcase.

I wrote to the CEO of Sri Lankan Airways in mid December 2022, sending the letter by tracked and signed for post.

I have not received a reply.

Michael Disney

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10:33 am EST
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SriLankan Airlines Refund

Refund Request REF UL/RR/153088

Requested Date - 18.01.2023(UTC)

E-Ticket Number - [protected]

I have requested the refund and was told that it will be refunded within 25 business days.

I have even contacted them through a few other emails but no response.

At last, I had an online chat and was told that I would be getting a response in 24 days. Nothing happened.

I am paying interest every month ever since I bought the ticket to the card provider (Amex).

I badly need the refund urgently.

Thank you.

Desired outcome: I would like to have full refund.

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3:22 am EST

SriLankan Airlines Refund not approved

Hi myself Kamaljeet Kaur

I am filling this complaint against Srilankan Airline refund issues.

Please read carefully the details of my issue below :

I bought Srilankan Airline return ticket with help of travel agents from Sydney to Delhi. And also I extended luggage weight after bought ticket online. But, they charged me AUD 849.43, which was converted to USD. I had no idea that I am paying USD that was showing me to pay only 578.04. After I paid this amount I noticed it was actually USD not AUD and while I checked my bank account the airline had been charged me $849.43. On the same day when buying luggage weight on 28 October 2022. After that, I contact the airline to get my refund on luggage extended weight. They said they would charge me USD100, of refund fees, and I had accepted this as well. Then after some days, they again emailed me to confirm the refund process. Within 5–6 minutes, I confirmed yes to proceed this and replied the same email to them to proceed the refund. Within a week on my flight day I again emailed get update on refund and they said I haven't replied them to proceed my refund process 24 hours before my flight, even though I sent them email proof as well that I replied them on the same day within few minutes after received their email. Again, after waited to get their response, I again emailed them. Then again they replied me that they will investigate my issue. But, now it has been 3 months they're not replying me anymore even not sending me any update and I'm still waiting to get my refund and during this time I had been travelled on their flight on same ticket and I have arrived back from overseas.

They have not refunded me yet. And it is being so stressful for me that I had been charged aud849. Without any benefit. Even I had paid on overweight luggage at the Sydney airport about 3-4 kg weight to Srilankan Airline.

So, could you please help me to sort out this issue.
It would be really appreciated.
Many thanks

Kamaljeet Kaur

Desired outcome: please refund, I would appreciate for your support.

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2:43 am EST

SriLankan Airlines Extraordinary delay with refund

Hello

I purchased a return ticket to Chennai India from Melbourne Australia thru’ Best price travel located in Sydney Australia.in late Aug.2020. A month later I lost a family member and due to grief and sadness I decided not to travel and applied for a refund thru’ Best price Travel who forwarded the request to cancel to the Airlines. Since early Nov. I had been in constant touch with the travel agent and the Airlines who gave me excuses upon excuses and they strung me along to this day. Even this morning When I rang the airlines the agent put me on hold and contacted the refund dept. and came back to me to say that the manager of the refunds is looking into my case. what kind of customer service is this? quite appalling by any standards. They take 35% of the fare and still make me wait for the refund. This is quite unsatisfactory and the authorities need to urgently look into my case and arrange the refund forthwith

Desired outcome: Immediate refund to be processed

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2:26 am EST

SriLankan Airlines Student special 10% cashback more than 4 months and still not received cashback.

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.

Desired outcome: I need the cashback of 10% amounting to 2269 inr+ compensation for the mental torture I have faced.

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5:13 am EDT
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SriLankan Airlines Request for compensation/refund for the rejection of confirmed hotel accommodation at colombo

Dear Sirs,

I had purchased a return Air ticket of your Air Lines, for the sectors, Auckland to Kochi from the below mentioned Ticketing Agent with the following Booking references:

Geo Vazhakala

Global Tours & Travels

Hamilton, New Zealand

M: +[protected]

E: geo.global [protected]@gmail.com

Airline Booking Reference : 6MUWNU

E-ticket :

1) 603-[protected]-77

2) 603-[protected]-79

3) 603-[protected]-75

4) 603-[protected]-73

of Sectors Auckland –Melbourne-Colombo-Kochi going on 19 Sept 2022 and return on 24th October 2022; along with Hotel accommodation at Colombo on 19th Sept 2022 Night.

Passengers reference: Mr Joby Jose, Mrs Jene Joseph, Mstr Aaron Joby Illickal, Ms Andrea Maria Joby

Along with our Air ticket we had the confirmed Hotel accommodation at Colombo for 19th Sept 2022 Night upon our Arrival at Colombo, with the following details:

Monday, 19 SEP 2022

Hotel

Colombo

02dblb On Cps At Catamaran Beach Hotel**nett Fare Usd765****



Booking status : Confirmed



Monday, 19 SEP 2022

Hotel

Colombo

Ref Srl02020****



Booking status : Confirmed



But, after this very long journey of 10.45 hours, at Colombo Airport the officials of Sri Lankan Airlines denied hotel accommodation for us there, which was as part our Air Ticket Package Deal. We were forced to spend nearly 10 hours with 2 kids for the rest of the time until the next connection flight. This incident, we find as mismanagement and a breach of deal from your side. We felt, we are harassed and had to face much inconvenience and hardship both physically and mentally during our Travel with your Airlines. It was a traumatic experience for our family with two kids in a foreign county and it is highly deplored.

We believe that being reputed Airlines, will uphold the Deal made to us and refund us the offered Accommodation along with a reasonable compensation amount for the mental trauma and hardships caused to us, to our account soon.

Yours faithfully

Joby Jose

Mobile:+[protected]

Email: [protected]@gmail.com

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7:14 am EDT

SriLankan Airlines Reservations/general customer service

My parents are due to fly on the flight of the 30th morning from Colombo to Melbourne. When they booked the flight, one of my father's friends who works at Sri Lankan Airlines had reserved two seats for them (window and aisle on the 24th row). This is due mainly to my mother suffering from severe back pain and their need not to trouble others when using the facilities. Apparently, these seats were in the blocked category and thus cannot be seen.

Even though the airline informed my parents that 'manage booking' would be enabled 72 hours prior to the flight, my father has been unable to use this until today morning. He found out on logging in that they have been placed in the middle two seats on the middle row (not where they were initially reserved) and towards the back.

My father was evidently very upset since they would now have to jump through others' laps to use the facilities and my mother would be in pain during the flight, as it is a long flight.

We have used Srilankan to fly to Colombo since it is a direct flight and is easier for us. But we are extremely disappointed with this issue. This isn't the first time an issue like this has happened. This is the fourth time. It happened when they were flying to Colombo as well. I tried to reserve seats for them a day before the flight as that was when 'manage booking' was enabled and found that there was not a single seat to be reserved, despite them having booked the flights months ago. They did get seats in the end at the back where the exhaust or the engine is located and was very loud and caused my mother to get a severe migraine.

My father used to work for Air Lanka and was very disappointed and let down by these events and constantly exclaimed that these sorts of things didn't happen back then. I am deeply disappointed as well. Since I have a child, it is easier to use the direct flight rather than use stop-overs and I have used the direct flight from Melbourne since it started a few years ago. But never again. I will never be using this airline and will advice my friends and family not to use it again as well.

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3:35 am EDT

SriLankan Airlines In flight entertainment devise not worked-ul364-05oct2022-63d

The in-flight entertainment device not worked,

No screens on, it was very un pleasant.

Complain made to flight attendant and she has noted down my complain.

Date : 05th October 2022

Colombo to Jakartha(UL364)

Seat : 63D

Passenger : Bollegala Arachchige Nalin Padmakumara Bollegala

Passport Number : N9394010

Nationality : Sri Lankan

eTicket : [protected]

contact Number :- [protected]

email : [protected]@slmatrix.com

Desired outcome: As I am not a frequent flyer, Please arrange refund

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9:46 am EDT
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SriLankan Airlines Flight delayed / re-schedule

My self and family came on holiday from Canada to Sri Lanka on 24th July 2022 and were scheduled to fly back on Sri Lankan UL0505 (booking ref 4NHFCR) to LHR on 19th August and via Air Canada AC0863 to Vancouver on 19th at 16:10hrs (London time).

I received below mail from Sri Lankan on August 10th

“Dear Passenger,

SriLankan Airlines regrets to inform the schedule change on UL505/19AUG. Your flight will depart CMB 0720Hrs/19AUG and arrive in LHR 1535Hrs/19AUG

Sincerely,

SriLankan Airlines Team

On receipt of the mail, I immediately spoke to my agent in Canada who issued the tickets and was advised that Sri Lankan needs to provide me an alternative solution since this was not factored in the ticket and delay is from Sri Lanka sector.

At the time I received the mail I was out of Colombo, 11th being a Poya day I had to cut down my trip and came to Colombo on 12th morning to reschedule my flight.

My wife and I visited the Sri Lankan office at the World Trade Centre at 9.30am on 12th August, to reschedule my flight since I do not have sufficient time for the connecting flight from LHR (0.35mnts).

I was told by the agent Ruwini the delay is due to re-fueling in COK.

I was assisted by a trainee staff member who was not knowledgeable and understanding her position. She said cannot help me and since the ticket was issued in Canada and there are no seats in any of the Sri Lankan flights, it needs to be rescheduled in Canada.

Subsequently I spoke to the Air Canada office in SL and they too advised that Sri Lankan needs to reschedule my flight.

At this point of time another agent by the name Ruwini came to the rescue of the trainee agent and stated that I was supposed to come within 24hrs of receiving the mail. We stated that the mail does not specify this requirement. Moreover, the next day of receiving the mail was a holiday in Sri Lanka (poya day). She was so arrogant and argumentative the way she spoke to us.

Ruwini said she will try to get four seats on the 18th flight however we need to get the tickets issued within one hour. I said it is around 2.00am in Canada. I need to speak to my agent in the morning. She was not willing to accommodate, with no choice I had to wake my agent and speak, he said that he needs to check with Air Canada office in the morning and agent spoke to Ruwini in our presence and requested to hold the booking for 24hrs which she did not agree and said the system will automatically cancel the booking after one hour. My agent spoke to the Air Canada 24hrs helpline and they also said the tickets can be issued only once the office is opened in the morning.

I was left with no choice, no alternative given, Ruwini instructed me to call the Sri Lankan call centre on 1979 every hour and confirm the booking, which was not practical at all. I tried calling the given person who had to wait on hold for a minimum of 45minutes, spoke to an agent called Stefan and then another 30 mins to get it confirmed.

When I called the second hour at the same wait time and when I spoke to an agent the booking was deleted/cancelled and I was not able to use the ticket to fly back.

Since I did not have a choice and had to get back to Canada to report to work, I had to pay an additional CAD5200 and purchased four tickets.

I seek financial compensation for the loss and mental trauma myself and family went through due to the fault of Sri Lankan Airlines. If no settlement is received, I will take this matter with the higher ups and on social media. I will also advise the Sri Lankan community in Canada regarding the service and to think twice prior to flying on Sri Lankan.

With such poor customer service and unprofessional staff assisting customers I am not surprised why the AirLine is making such losses.

Desired outcome: Compensate for the loss

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3:05 pm EDT
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SriLankan Airlines No Refund Despite More Than 2 Months

It has been over 2 months since I requested a refund and nothing has happened. I have made an official online request followed by three reminders, but to no avail. I have had a live chat with them also. It's really pathetic.

Now, I am thinking of suing them in a court.

My request for travelers is that

*DON'T BOOK ANY TICKET WITH SRILANKAN AIRLINES, IF YOU ARE NOT 100% SURE OF YOUR TRAVEL*

Desired outcome: Futile

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11:28 pm EDT
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SriLankan Airlines lost my bag

In connection with a bag lost 27 days ago

20 kg of toffee and chocolate

Its value in Sri Lanka is 69600 rupees

Desired outcome: Pay for my bag or its value

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6:29 pm EDT

SriLankan Airlines Damaged shipped package

I am contacting regarding a personal damaged package was shipped from your airline cargo. Check the picture of the damaged belongings and the tracking shipment info below.

I contacted the agent that choose your airlines to ship my packages however he ghosted me and didn’t reply back.

These stuff worth more than $800 please I want to be contacted to someone asap.

Desired outcome: To be solved and paying the half price of the damages

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10:26 pm EDT
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SriLankan Airlines Unclean seat on business class

My husband and I travelled from Melbourne to Colombo on the fifteenth of April 2022 on Business class on UL605 departing at 16.10 (the take off was delayed). My booking reference was 5MPHQV. I initially had seat 4 D. However as the person on my left was a very sick person, I requested a change of seat. I was given seat 6 G and was two rows behind my husband who was in 4 G. My seat and the arm rest were very sticky (possibly a sweet drink had been spilt previously and the seat and arm rest not cleaned). I brought this matter to the attention of the air hostess who brought a wet wipe and wiped the seat and arm rest. She did her best but did not have adequate cleaning material to do a better job. My clothes and right arm were sticky and I felt very uncomfortable I used my wet wipes and cleaned the area in front of my seat where I was putting my hand bag and my coat. The wet wipe turned purple and I had to use several wipes to clean this area. It was quite clear that during this Covid period, when the seats should be cleaned by professional cleaners, a proper job had not been done. My trip for which I had paid to travel on business class was made unpleasant and I did not have a good experience, realising the fact that the seat and possibly the food tray were unclean. We pay large sums of money to travel business class in order to have cleanliness and comfort. This was denied to me. I would be grateful if Sri Lankan Airlines make amends to me for denying me a pleasant journey for which I had paid good money. I would like to get a prompt reply and compensation.

Desired outcome: 1.I would like a prompt response2. Compensation and refund3. Apology

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Overview of SriLankan Airlines complaint handling

SriLankan Airlines reviews first appeared on Complaints Board on Mar 18, 2011. The latest review Penalty charge when reissuing tickets on cancellation was posted on Mar 25, 2024. The latest complaint Wrong passenger name in the flight ticket was resolved on Jan 13, 2019. SriLankan Airlines has an average consumer rating of 1 stars from 38 reviews. SriLankan Airlines has resolved 1 complaints.
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  1. SriLankan Airlines contacts

  2. SriLankan Airlines phone numbers
    +94 117 771 979
    +94 117 771 979
    Click up if you have successfully reached SriLankan Airlines by calling +94 117 771 979 phone number 3 3 users reported that they have successfully reached SriLankan Airlines by calling +94 117 771 979 phone number Click down if you have unsuccessfully reached SriLankan Airlines by calling +94 117 771 979 phone number 2 2 users reported that they have UNsuccessfully reached SriLankan Airlines by calling +94 117 771 979 phone number
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    24 Hour Contact Center
    +94 197 331 627
    +94 197 331 627
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    Passenger Complaints/Compliments
    +94 197 335 555
    +94 197 335 555
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    Corporate Office
    +94 197 333 333
    +94 197 333 333
    Click up if you have successfully reached SriLankan Airlines by calling +94 197 333 333 phone number 0 0 users reported that they have successfully reached SriLankan Airlines by calling +94 197 333 333 phone number Click down if you have unsuccessfully reached SriLankan Airlines by calling +94 197 333 333 phone number 0 0 users reported that they have UNsuccessfully reached SriLankan Airlines by calling +94 197 333 333 phone number
    FlySmiLes 24 Hour Service Centre
    +94 197 331 393
    +94 197 331 393
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    Baggage Complaints/Feedback
    +94 197 333 280
    +94 197 333 280
    Click up if you have successfully reached SriLankan Airlines by calling +94 197 333 280 phone number 0 0 users reported that they have successfully reached SriLankan Airlines by calling +94 197 333 280 phone number Click down if you have unsuccessfully reached SriLankan Airlines by calling +94 197 333 280 phone number 0 0 users reported that they have UNsuccessfully reached SriLankan Airlines by calling +94 197 333 280 phone number
    SriLankan Cargo Office
    More phone numbers
  3. SriLankan Airlines emails
  4. SriLankan Airlines address
    Airline Centre, Bandaranaike International Airport, Katunayake, Sri Lanka
  5. SriLankan Airlines social media

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