SriLankan Airlines

WNC Fernando

Via Colle Noce 78

Rome. +39 3924****27

wnamal@***.com

Sri Lankan Airlines Administration

Colombo

Sri Lanka

Dear Sir/Madam,

Re: Complaint regarding check-in staff behavior

I am writing to express my disappointment and frustration with the service I received from your check-in staff at Bandaranayake International Airport, Katunayake on 07 Sept. 2025 for my flight TK0731. Unfortunately, the staff member was extremely rude and unprofessional.

Despite arriving well in advance of my flight, I was subjected to a dismissive and unhelpful attitude from the staff. When I raised concerns about my travel documents, I was met with a lack of understanding and empathy.

I understand that airline staff often have to deal with stressful situations, but I believe that customers deserve to be treated with respect and courtesy. As a paying customer, I expect a certain level of service, which was not met in this instance.

I hope that you will take my complaint seriously and take the necessary actions to address the issue. I would appreciate a response regarding the steps you will take to ensure that your staff provides better customer service in the future.

My flight details are as follows:

- Flight Number: TK 0731

- Date: 07 Sept. 2025

- Departure Airport: Bandaranayake International Airport

Thank you for your attention to this matter.

Sincerely,

WNC Fernando

Hello,

I bought a ticket on 08.07.2025 by login through Flysmiles login ( UL 70009****). Payment deducted from account and then error message displayed in the screen.

As per the bank payment is waiting for merchant to accept.

I have given relevant details and this is a issue in your app since we do these normally with other airlines and no issue like this.

I have given my detailed email and same I will post in social media since I am frustrated since I spend lot of time while working with Sri Lankan Airline.

I will not call the call centre again since I spent lot of money for roaming call but no one pick the line, until line get cut. Chatbot service is very slow response and at the end they also requesting contact call center.

Please call me on this and resolve without any additional cost for my booking on requested date.

Thanks You,

M.P.S Perera.

I traveled from Colombo to Bangkok on the 7th of April 2025, and the air conditioner was not working properly throughout the flight. We complained many times, and the cabin crew (male member) agreed with us that there was an issue with the air conditioner.

He asked us to speak to his manager. But the manager was extremely rude and outrightly denied any issues with the air conditioning. She said, 'You can go ahead and complain because there is no issue with the air conditioner.' My husband is diabetic, and we were almost sweating during the flight.

Extremely rude manager and terrible experience. Will never fly with the Sri Lankan airline again.

I am writing to bring to your notice about the following service interruption and loss of items (stolen) from our bags at your checking location.
Scheduled arrival: December 14 at 5.25 a.m.
Actual arrival: December 15 at 5.30 a.m.
Complaint 1: Baggage was not available for collection upon our arrival. We lodged an entry at the baggage service (CMB 51929), and handed over the keys of two bags.

The baggage arrived on Dec 19, 2024, late in the evening to Katutura. We had to buy many clothing items as we did not have anything to wear.
According to the customer care of Sri Lankan Airlines, we submitted bills to get reimbursement. They have been quiet since then. There's been no reply or answer to our emails.
Complaint 2: Many items we bought for our mother, sister, their children, and other relatives have been stolen from our bags.

We reported the incident to customer care, but they do not care.
Customer Care does not bother about these incidents. Perhaps, these practices are common to them.

Dear Sri Lankan Airlines Customer Service,

I hope this message finds you well.

I am writing to express my deep dissatisfaction with the recent cancellation of my flight from Bandaranaike International Airport to Hamad International Airport. Cancelled flight details are as follows:

- Passenger Name: Mohammed Basheer Jaleel Ahsan

- Flight Number: UL217

- AQ Ref: AQ 24009****

- Airline ref: UL / NEVZKZ

- CRS ref: UL / 9DF2KN

- Travel Date: 02 November 2024

- Departure Time: 18:55

The cancellation of this flight caused significant inconvenience as I had to wait until the next morning for the newly scheduled flight.

This unexpected delay resulted in considerable discomfort and disruption to my plans, including a sleepless night.

I understand that flight cancellations can occur due to unforeseen circumstances. However, due to this, I could not present myself at an important meeting on time and this has caused a bad remark on my reputation.

I kindly request that Sri Lankan Airlines address this issue and provide appropriate compensation for the inconvenience caused (as other airlines do).

I believe it is crucial for the airline to ensure better communication and support for passengers in such situations to prevent similar occurrences in the future.

Thank you for your attention to this matter. I look forward to your prompt response and resolution.

For further details, please refer to the attached.

Sincerely,

Mohammed Basheer Jaleel Ahsan

Qatar Number: 5054****

SL WhatsApp number: 077232****

I am a regular customer of Sri Lankan Airlines. I like to support the national airline, which is in dire straits.

However, I am no longer certain after observing several times how Sri Lankan Airlines treats their customers. Let me give you an example: In early August, I took a flight from BKK to Colombo. Due to back problems, I prefer to sit in the rear area of the plane on an aisle seat. In this way, I can easily move around and stretch my back without disturbing other passengers.

As usual, I booked my seat in advance online and also paid an extra fee for it. After boarding, I sat down comfortably until an air hostess approached me and informed me that I was not entitled to that seat. According to her, the entire row was allocated to the aircrew. I protested and showed her my ticket, which also had my seat number listed.

She was unimpressed. Instead, she called in ground staff, wearing a fluorescent jacket, and asked them to remove me from my pre-reserved seat. I felt humiliated in front of the entire plane. Once the ground staff noticed my boarding pass with the correct seat number, they left.

However, the air hostess did not back down. It appeared as though she wanted to tease me by inviting other passengers to fill the empty seats next to me. I found her attitude unacceptable. Believing the incident to be serious, I did not want it to go unnoticed.

Consequently, I wrote a letter to Sri Lankan Airlines. They acknowledged the receipt of my complaint and gave me a reference number. They promised to get back to me with a resolution within 12 working days. That was on the 14th of August.

I have not heard back since then. Despite repeated attempts through calls, text messages, and letters over the past two months, I have not received an answer.

Le 10/09/2024, ma femme et moi avons été victimes d'une situation inacceptable. Après plus de 12 heures d'attente à l'aéroport, votre compagnie, SriLankan Airlines, nous a empêché d'embarquer sous prétexte que notre billet de retour de Colombo à Mumbai avait été suspendu, sans notre consentement.

Vous avez tenté de nous forcer à acheter un nouveau billet retour, sans fournir d'explication claire et en l'absence de votre personnel capable de nous délivrer les cartes d'embarquement.

Certains de vos commerciaux à Mumbai, Anissa et Tamim, nous ont indiqué qu'en achetant à nouveau un billet, nous pourrions obtenir nos cartes d'embarquement, et ce, même si le personnel de votre compagnie n'était pas présent. Après cette longue attente, nous avons finalement pris un autre billet avec la compagnie Indigo.

Malgré cela, vos commerciaux ont pris contact avec le service d'immigration de Mumbai, et ont bloqué notre embarquement, justifiant que le service d'immigration de Colombo ne pouvait pas nous accepter en transit. Cette explication est incompréhensible et infondée, d'autant que nous avions respecté toutes les règles en matière de transit, avec le droit de rester 24h en Inde et 12h d'escale au Sri Lanka.

Cette situation a non seulement perturbé notre voyage, mais a également entraîné des coûts supplémentaires pour lesquels nous demandons réparation ainsi que ceux de nos billets retour.

I travelled on the flight UL144 from Mumbai to Colombo to Melbourne. After checking in I cleared the security and was sitting around the gate waiting area.

I was called by one of the support staff members from a number +91 9820* ***35, saying casually that my bag has opened and I am calling to advise you I will show you pics. I was obviously horrified as I have a lot of valuables in the bag. The guy assured me that he is going down. There with security and making sure the bag is sealed properly.

I requested him that I dont even know which area the bag is in and if he can come and show me the photos so as to allay my concerns. After waiting almost hour and half and not hearing back I started calling him on the same number. He didnt answer my calls or bother calling me back. The flight was delayed by over 40 mins and I could see some staff standing there.

I approached her and told her what had happened and that I was really concerned as the staff had shown total disregard and lack of empathy. I explained my situation and that I have been sitting there terrified not knowing whats the status of my bag. The lady called the number I showed and the guy answered at the other end. She then showed me the photos and to my shock I could see the whole bag has been badly damaged and ruined.

I am not even sure if the contents in there are safe. To add to my misery she said the guy is going to the security now to secure the bag??? I said he told me that 2 hours back. And she simply said thats what he told her.

I am putting this in writing that I have lots of valuable in there. The bag was a top quality Pierre cardin bag and weighed only 20 kgs at the counter. This is absolutely shocking and unacceptable.
The staff finally showed up after many calls and showed me the pictures, and my stress hit the roof as the luggage was completely ruined and more concerning was it was open. He then tells me that its only open, it was full thats y it opened.

I told him that this was the 2nds flight I took that day and it was perfectly normal when I checked in. I also reminded him that bag weighed 20 kgs and is supposed to be full.

He simply walked away and said I will be around if you need anything.
I want a full refund of my luggage and also compensation for the stress caused.
Please contact me urgently as this is my 4th attempt to contact someone to get my complaint heard. I have travelled on Srilanka n airlines many a times and never experienced this kind of service.
Hope this is a one off and not something I or another patron, have to experience ever again

Hello Team,

I have travelled from Sydney to Hyd on 21st of June, actually i was suppose to travel on 22nd but received an email saying that you have cancelled the flight on 22nd of June, so i chose to travel on 21st june from Sydney to Colombo and on 22nd June Colombo to Hyderabad. Flight took off late as usual.

i have booked a trasit hotel Serenediva and they have taken too much time for check in(I have pre-booked it before my travel).

My flight to Hyd was supposed to be the boarding at 6:25AM on 22nd June, but boarding did not startil 9:40 i guess. No water was allowed inside the gates, babies were so thirsty and crying waiting for so long hours. The parents asked the staff to provide atleast some water to the kids and the elderly which no staff member has been taken care of, even after repeated asking they kept saying that boarding is going to start soon and need to maintain our patience. Oh man the situation is handled so poorly and no proper responsibility by the staff members.

Atlast we took off, everything was going fine, no clouds, no turbulance nothing, it happened just when we were about to 7 - 10 mins in landing, the flight has gone nose down for a second and everyone screamed and terrified, the air pressure has been taken over very badly on my Brian.

The pilot has taken control and after few minutes he has announced something which was not very clear nor audible, he said something about detaching no 1 and attaching No2 or something. There were kids, a pregnant lady, there was serious injured patient on the stretcher and family was already in so much pain and going through a lot in life.

We landed safely but no crew member on the flight has been sorry while we were getting down, may be understandable as they might have been in shock themselves, but atleast i was thinking they would contact me and find out how am i doing after the terrifying experience?

I have been in anxiety issues since then, and had to see a doctor and put me on medication to calm my nerves, it was so dreadful and never had an experience in my 20 years of travel. I had to go through a lot just to get on to the flight and come back to my family. All the 2 weeks i was in Hyderabad i couldnot concentrate on anything apart being scared and terrified to fly back to my family to Australia.

Even now i am scared when i think of it, am unable to take it off my mind. i am really shocked in this day and age, how can a flight go nose down and with such a clear sky and visibility?

I would like to ask you what exactly happened and why did it happen? Was the flight been checked properly before the flight, was the maintainence done regularly, it was just a 2 hour flight and it happened, staff had ample time to check as the flight was delayed by 3 and odd hours. There was no follow up call as you guys have all the details of the passengers or could have taken the details when we landed at the airport.

Its so pathetic that you didn't even bothered to find out how i am doing, i doubt if you have contacted anyone travelling on that flight that day.

You could have atleast contacted and find out how I was doing? Because of your airlines i am going through this trauma and feel very unsafe to fly.

I was told to cancel my flight when contacted the ground staff while returning back, how stupid does that sound, instead of giving me some console, is that what the staff member advises me. I wanted to come back to my husband and kids, and GOD knows how i took the courage to board the flight and came back (with the help of medication). You guys have made me go on pills which could have been avoidable if you guys have done your job right.

The way the airlines have behaved i would never travel nor recommend anyone to travel with you guys.

I came to know that its always been a issue with the delayed flights with you guys.

My mum travelled in 2022 and its the same then delays with the flights which made me cancel my bus from sydney to canberra and had to travel all the way to sydney to pick her up.

Once again i say its very unprofessional and unhuman of you guys the way the situation being and you didnot live upto it.

The least what you could have done is contacted me and explained what happened and what has been done to avoid such a situation to reoccur. My wellbeing and a bit of apology could have been done from your end as a matter of courtesy.

Regards

Chandra

My luggage was completely ruined by Srilankan Airlines. Haven't bothered to contact back.Zero care factor.

I travelled on the flight UL144 from Mumbai to Colombo to Melbourne.

After checking in I cleared the security and was sitting around the gate waiting area. I was called by one of the support staff members from a number +91 982** **xxx, saying casually that my bag has opened and I am calling to advise you I will show you pics. I was obviously horrified as I have a lot of valuables in the bag. The guy assured me that he is going down.

There with security and making sure the bag is sealed properly. I requested him that I dont even know which area the bag is in and if he can come and show me the photos so as to allay my concerns. After waiting almost hour and half and not hearing back I started calling him on the same number. He didnt answer my calls or bother calling me back.

The flight was delayed by over 40 mins and I could see some staff standing there. I approached her and told her what had happened and that I was really concerned as the staff had shown total disregard and lack of empathy. I explained my situation and that I have been sitting there terrified not knowing whats the status of my bag. The lady called the number I showed and the guy answered at the other end.

She then showed me the photos and to my shock I could see the whole bag has been badly damaged and ruined.

The staff finally showed up after many calls and showed me the pictures, and my stress hit the roof as the luggage was completely ruined and more concerning was it was open. He then tells me that its only open, it was full thats y it opened. I told him that this was the 2nds flight I took that day and it was perfectly normal when I checked in. I also reminded him that bag weighed 20 kgs and is supposed to be full.

He simply walked away and said I will be around if you need anything.

Upon my return, I have emailed Srilankan airline emails atleast 4 times. So fat, they havent even bothered contacting me.

Its been over 7 days. Shows how much they really care about loyal customers.

Booked a tour to Sri Lanka through Riviera Travel in the UK. Because Riviera Travel booked all tour passengers as a Group.

Riviera Travel say they cannot change the seat on the Airbus 300 row 64 ( this is the rearmost non lowering seat) and Sri Lankan Air wont reply to mail for a change. Due to go 18th sept 23. Sent email as follows:I am extremely disappointed to read the following e mail. I am unable to travel in the last seat due to OCD should the person in front tilt their seat, which I am sure they will do on a 17 hour flight!

I have travelled with Riviera Travel on several holidays and I have never experienced this problem before. We were told we could get our seats allocated up to one week before hand and we telephoned yesterday (6 days before hand) and we now have this problem. We were out on Monday and were unable to telephone that day but I would have felt six days would have been ample.

Tony suffers from a bad back and I do not know how he will manage in an upright seat. My problem is claustrophobia.

I will telephone Sri Lanka airlines to see if they can do anything for us.

No answer from Sri Lankan Airlines!!!

Regards

The following sent to the Finance Director as the CEO is out of office:-

Hi David,

Please see the following email that I have sent to Phil Hullah. Unfortunately as you probably know Phil is out of office until Monday.

Please can you intervene, on his behalf to resolve our seating issue regarding travel on the Sri Lanka tour that departs LHR on Monday?

According to Sri Lanka Airways (ref 64Z8U3) I have been allocated 64C outward, which, as you are aware, does not allow the seat to back to be lowered and I have a bad back and to travel for 10 hours 45 minutes without being able to lower the seat is not acceptable. My partner Sandra has been allocated 64A outward which also does not allow the seat to be tilted back and suffers from OCD when cramped and feels ill.

If the people in the seat in front of us tilts their seat back, we will indeed be very cramped

Please can you help by escalating this matter as soon as possible to a senior person to arrange a change of seating.

Kind regards

Sandra 0208947**** and Tony 0778062****

Sent from my iPad

Begin forwarded message:

From: Sandra Grossman

Date: 13 September 2023 at 15:05:44 BST

To: holidayassistance@***.co.uk

Cc: Tony Bell

Subject: FW: COMPLAINT Booking Reference 135**** - seating on Sri Lanka air UL504/UL503 booking reference - urgent

Good afternoon

I am extremely disappointed to read the following e mail. I am unable to travel in the last seat due to OCD should the person in front tilt their seat, which I am sure they will do on a 17 hour flight!

I have travelled with Riviera Travel on several holidays and I have never experienced this problem before. We were told we could get our seats allocated up to one week before hand and we telephoned yesterday (6 days before hand) and we now have this problem. We were out on Monday and were unable to telephone that day but I would have felt six days would have been ample.

Tony suffers from a bad back and I do not know how he will manage in an upright seat. My problem is claustrophobia.

I will telephone Sri Lanka airlines to see if they can do anything for us.

Regards

Sandra Grossman (Mrs)

From: Tony Bell [mailto:belltony@***.com]

Sent: 13 September 2023 12:30

To: holidayassistance@***.co.uk

Cc: Sandra Grossman; service@***.co.uk

Subject: COMPLAINT Booking Reference 135**** - seating on Sri Lanka air UL504/UL503 booking reference - urgent

Hi Transport Team

I called yesterday twice, and again this morning, to arrange new seats for myself and my partner Sandra Grossman.

I was expecting a call back, but have not heard anything. I have just called your office and have been told that you have contacted Sri Lanka Airlines and that you cannot change the seat allocation.

How is it that you have issued the Booking Details to us and incorrectly state to call your team; that its possible to to pre-book seats in advance up to 1 week before departure for 15 USD pp each way?

Had I known that the seating was not changeable at the time of booking I would not have booked with you.

According to Sri Lanka Airways (ref 64Z8U3) I have been allocated 64C outward, which, as you are aware, does not allow the seat to back to be lowered and I have a bad back and to travel for 10 hours 45 minutes without being able to lower the seat is not acceptable. My partner Sandra has been allocated 64A outward which also does not allow the seat to be tilted back and suffers from OCD when cramped and feels ill.

If the people in the seat in front of us tilts their seat back, we will indeed be very cramped

Please can you help by escalating this matter as soon as possible to a senior person to arrange a change of seating.

Regards

Antony Bell

0778062****

Hi David,

Please see the following email that I have sent to Phil Hullah. Unfortunately as you probably know Phil is out of office until Monday.

Please can you intervene, on his behalf to resolve our seating issue regarding travel on the Sri Lanka tour that departs LHR on Monday?

According to Sri Lanka Airways (ref 64Z8U3) I have been allocated 64C outward, which, as you are aware, does not allow the seat to back to be lowered and I have a bad back and to travel for 10 hours 45 minutes without being able to lower the seat is not acceptable.

My partner Sandra has been allocated 64A outward which also does not allow the seat to be tilted back and suffers from OCD when cramped and feels ill.

If the people in the seat in front of us tilts their seat back, we will indeed be very cramped

Please can you help by escalating this matter as soon as possible to a senior person to arrange a change of seating.

Kind regards

Sandra 0208947**** and Tony 0778062****

Sent from my iPad

Begin forwarded message:

From: Sandra Grossman

Date: 13 September 2023 at 15:05:44 BST

To: holidayassistance@***.co.uk

Cc: Tony Bell

Subject: FW: COMPLAINT Booking Reference 135**** - seating on Sri Lanka air UL504/UL503 booking reference - urgent

Good afternoon

I am extremely disappointed to read the following e mail. I am unable to travel in the last seat due to OCD should the person in front tilt their seat, which I am sure they will do on a 17 hour flight! I have travelled with Riviera Travel on several holidays and I have never experienced this problem before. We were told we could get our seats allocated up to one week before hand and we telephoned yesterday (6 days before hand) and we now have this problem.

We were out on Monday and were unable to telephone that day but I would have felt six days would have been ample.

Tony suffers from a bad back and I do not know how he will manage in an upright seat. My problem is claustrophobia.

I will telephone Sri Lanka airlines to see if they can do anything for us.

Regards

Sandra Grossman (Mrs)

From: Tony Bell [mailto:belltony@***.com]

Sent: 13 September 2023 12:30

To: holidayassistance@***.co.uk

Cc: Sandra Grossman; service@***.co.uk

Subject: COMPLAINT Booking Reference 135**** - seating on Sri Lanka air UL504/UL503 booking reference - urgent

Hi Transport Team

I called yesterday twice, and again this morning, to arrange new seats for myself and my partner Sandra Grossman. I was expecting a call back, but have not heard anything.

I have just called your office and have been told that you have contacted Sri Lanka Airlines and that you cannot change the seat allocation.

How is it that you have issued the Booking Details to us and incorrectly state to call your team; that its possible to to pre-book seats in advance up to 1 week before departure for 15 USD pp each way?

Had I known that the seating was not changeable at the time of booking I would not have booked with you.

According to Sri Lanka Airways (ref 64Z8U3) I have been allocated 64C outward, which, as you are aware, does not allow the seat to back to be lowered and I have a bad back and to travel for 10 hours 45 minutes without being able to lower the seat is not acceptable. My partner Sandra has been allocated 64A outward which also does not allow the seat to be tilted back and suffers from OCD when cramped and feels ill.

If the people in the seat in front of us tilts their seat back, we will indeed be very cramped

Please can you help by escalating this matter as soon as possible to a senior person to arrange a change of seating.

Regards

Antony Bell

0778062****

Sent the following on Wednesday to groups@***.com

Please can you change the outward flight seats for the following passengers from row 64 to two any adjacent seats preferably by a window on flight UL504 18th September 2023 departing LHR 21:30

Booking reference 64z8u3

Mr Antony Bell

Mrs Sandra Grossman

Kind regards

Tony

0778062****