Booking & Website/App Experience with SriLankan Airlines
Rating: 3.5/5
Overview
Booking a flight is often the first point of interaction between a traveler and an airline, and SriLankan Airlines offers multiple channels for ticket purchase: their official website, mobile app, call centers, and third-party travel agencies. The airline’s digital presence is functional, but not without its quirks.
Website & App Usability
The official website (www.srilankan.com) is visually appealing, reflecting the airline’s tropical branding. The booking engine is straightforward, allowing users to search for flights, select seats, and manage bookings. The mobile app mirrors the website’s features, offering mobile check-in, flight status updates, and digital boarding passes.
Strengths:
- The website is available in multiple languages.
- The booking process is intuitive, with clear fare breakdowns and optional add-ons (extra baggage, seat selection, etc.).
- Mobile app notifications are timely, especially for check-in reminders.
Weaknesses:
- Some users report occasional glitches during payment, especially with international credit cards.
- The app can be slow or crash on older devices.
- Booking through third-party agents sometimes leads to communication issues, especially with cancellations or schedule changes.
Customer Support During Booking
SriLankan’s customer service is generally responsive via phone and email, but some users have experienced long hold times during peak travel periods or when seeking refunds.
User Feedback Example:
“Booking was easy on the website, but I had trouble changing my flight. Customer service was polite but slow to resolve the issue.”
— TripAdvisor user, 2024
Summary:
While the booking process is generally smooth, improvements in app stability and third-party coordination would enhance the experience.
Check-in Process with SriLankan Airlines
Rating: 4/5
Online Check-in
Online check-in opens 24 hours before departure and is available via the website and app. Most users find this process efficient, with digital boarding passes accepted at most airports.
Airport Check-in
At major airports like Colombo (CMB), London Heathrow (LHR), and Dubai (DXB), SriLankan Airlines maintains dedicated check-in counters for Economy and Business Class. Check-in staff are often praised for their courteous, welcoming demeanor—a hallmark of Sri Lankan hospitality.
Strengths:
- Shorter queues for Business Class and frequent flyer members.
- Staff are generally efficient and helpful, especially for families and elderly passengers.
- Clear signage and instructions at most major airports.
Weaknesses:
- During peak hours or when flights are delayed, queues can become long and chaotic.
- Some passengers have reported confusion about baggage allowances, especially when codesharing with partner airlines.
User Feedback Example:
“Check-in at Colombo was quick and the staff were very friendly. The online check-in worked perfectly, and I could choose my seat in advance.”
— Skytrax reviewer, 2023
Summary:
Check-in is one of the airline’s stronger points, with efficient service and generally positive staff interactions.
Airport Experience for SriLankan Airlines
Rating: 3.5/5
Colombo Bandaranaike International Airport (CMB)
As SriLankan Airlines’ main hub, Colombo offers a tailored experience for the airline’s passengers. The Serendib Lounge for Business Class and frequent flyers is well-appointed, with comfortable seating, complimentary food and beverages, and shower facilities.
Strengths:
- Dedicated check-in and fast-track security for premium passengers.
- The Serendib Lounge is clean, spacious, and offers a good selection of Sri Lankan and international cuisine.
- Efficient boarding process, with announcements in multiple languages.
Weaknesses:
- The airport can become crowded, especially during late-night departures.
- Limited shopping and dining options compared to other international hubs.
- During disruptions, communication from ground staff can be lacking.
Other Airports
At international airports, SriLankan’s ground services are generally handled by local partners. Experiences vary, with some users reporting seamless transitions and others encountering less attentive service.
User Feedback Example:
“The lounge in Colombo was a pleasant surprise, but boarding at Dubai was disorganized, and staff seemed overwhelmed.”
— Google Reviews, 2024
Summary:
While Colombo offers a premium experience, ground services at other airports can be inconsistent.
Punctuality of SriLankan Airlines
Rating: 3.5/5
On-Time Performance
Punctuality is a mixed bag with SriLankan Airlines. According to flight tracking sites and user reviews, the majority of flights depart and arrive on schedule, but delays are not uncommon—especially on long-haul routes or during monsoon season.
Strengths:
- Many flights operate on time, particularly on short-haul regional routes.
- The airline generally makes up time in the air if departing late.
Weaknesses:
- Delays and last-minute schedule changes are reported, sometimes with minimal communication.
- Compensation or assistance during long delays is inconsistent.
User Feedback Example:
“Our flight from London to Colombo was delayed by two hours with little explanation. Once on board, the crew did their best to make us comfortable.”
— Trustpilot reviewer, 2024
Summary:
Travelers with tight connections should be aware of the potential for delays, though the airline does strive to minimize disruptions when possible.
In-flight Comfort & Cleanliness of SriLankan Airlines
Rating: 3.5/5
Cabin Comfort
SriLankan’s fleet includes Airbus A320, A321, and A330 aircraft. Economy Class seats offer a standard pitch (31-32 inches) and width (17-18 inches), which is adequate for most travelers but can feel cramped on long-haul flights.
Business Class:
- Lie-flat or angled-flat seats on A330s.
- Ample legroom and privacy.
- Amenity kits and plush pillows/blankets.
Economy Class:
- Standard seating with adjustable headrests.
- Clean cabins, though some aircraft show signs of age.
- Overhead bins are spacious enough for standard carry-ons.
Cleanliness
Cabins are generally well-maintained, with regular cleaning between flights. However, some users have noted sticky tray tables, stained carpets, or worn upholstery, particularly on older planes.
User Feedback Example:
“The seat was comfortable for a medium-haul flight, but the cabin could use a refresh. Cleanliness was good, but not spotless.”
— AirlineRatings.com, 2023
Summary:
Comfort is above average for the region, especially in Business Class, but there is room for improvement in cabin upkeep.
In-flight Services of SriLankan Airlines
Rating: 4/5
Cabin Crew
SriLankan’s crew receive consistent praise for their warmth, professionalism, and attentiveness. Many passengers highlight the genuine smiles and willingness to assist, which sets the airline apart from some competitors.
Entertainment
The in-flight entertainment system (IFE) features a moderate selection of movies, TV shows, music, and games. The touchscreen interface is user-friendly, though the content library is smaller than on larger international airlines.
- Headphones provided in both classes.
- Wi-Fi is available on select A330 aircraft (paid service).
Amenities
- Blankets and pillows in all classes.
- Amenity kits in Business Class (eye mask, socks, toothbrush, etc.).
- Newspapers and magazines on request.
User Feedback Example:
“The crew were wonderful, always smiling and checking if we needed anything. The entertainment system was decent, but could use more variety.”
— TripAdvisor, 2024
Summary:
Service is a highlight, with attentive staff and adequate entertainment options for most travelers.
Food and Beverages on SriLankan Airlines
Rating: 3.5/5
Meal Quality
SriLankan Airlines offers complimentary meals and beverages on all international flights. The menu features a mix of Sri Lankan and international dishes, with special meals available for dietary restrictions if requested in advance.
Strengths:
- Authentic Sri Lankan curries and rice dishes are flavorful and well-presented.
- Vegetarian and vegan options are available.
- Alcoholic beverages (wine, beer, spirits) are complimentary on most long-haul flights.
Weaknesses:
- Meal quality can be inconsistent; some flights serve delicious, hot meals, while others provide bland or overcooked dishes.
- Portion sizes are moderate, and snacks between meals are limited.
User Feedback Example:
“The Sri Lankan curry was excellent, but the breakfast omelet was rubbery. Drinks were served regularly, which was nice.”
— Skytrax, 2023
Summary:
Food is a strong point on some routes, especially if you enjoy Sri Lankan cuisine, but can be hit-or-miss.
Baggage Handling of SriLankan Airlines
Rating: 3/5
Checked & Cabin Baggage
SriLankan’s baggage allowance is competitive:
- Economy: 30kg checked, 7kg cabin
- Business: 40kg checked, 7kg cabin
Baggage Delivery
Most passengers receive their luggage promptly at destination. However, there are recurring reports of delayed or mishandled baggage, particularly on connecting flights or during peak travel periods.
Strengths:
- Generous baggage allowance compared to some competitors.
- Priority tags for Business Class and frequent flyers.
Weaknesses:
- Delayed baggage is a common complaint, with some passengers waiting days for delivery.
- Customer service for lost baggage claims can be slow and unresponsive.
User Feedback Example:
“My bag was delayed in transit, and it took three days to get it back. The staff were apologetic but not very helpful.”
— Google Reviews, 2024
Summary:
While most baggage arrives on time, the airline could improve its processes for handling and communicating about lost or delayed luggage.
Value for Money of SriLankan Airlines
Rating: 3.5/5
Ticket Pricing
SriLankan Airlines is often one of the more affordable full-service carriers in South Asia, especially on routes to and from Colombo. The airline frequently offers promotional fares and discounts for early bookings.
Inclusions
- All fares include meals, beverages, checked baggage, and entertainment.
- No hidden fees for standard services.
Loyalty Program
The “FlySmiLes” frequent flyer program offers points accrual and redemption on SriLankan and Oneworld partner airlines. Benefits include lounge access, priority check-in, and extra baggage for elite members.
Strengths:
- Good value for long-haul flights, especially in Business Class.
- Competitive fares on regional routes.
Weaknesses:
- Occasional service lapses and delays can diminish perceived value.
- Not as many perks or upgrades as some larger international airlines.
User Feedback Example:
“For the price, I was happy with the service and amenities. Would fly again, but hope for better punctuality next time.”
— TripAdvisor, 2024
Summary:
SriLankan Airlines offers solid value, especially for travelers seeking a full-service experience at a reasonable price.
Overall Experience of SriLankan Airlines
Rating: 3.5/5
Highlights
- Warm, friendly cabin crew
- Efficient check-in and boarding at main hubs
- Authentic Sri Lankan cuisine
- Competitive fares and generous baggage allowance
Areas for Improvement
- Punctuality and communication during disruptions
- Consistency in food and cabin cleanliness
- Baggage handling and lost luggage support
User Feedback Example:
“The crew made the journey memorable, and the food was delicious. Delays were frustrating, but overall, I’d recommend SriLankan for anyone traveling to South Asia.”
— Frequent Flyer, 2024
Final Verdict of SriLankan Airlines
SriLankan Airlines stands out for its genuine hospitality, competitive pricing, and authentic onboard experience. While not without flaws—particularly in punctuality and baggage handling—the airline delivers a solid product for both leisure and business travelers. The warmth of the crew and the taste of Sri Lankan cuisine make for a memorable journey, even if the airline’s operational consistency lags behind the world’s best.
Recommended for:
- Travelers seeking value and a taste of Sri Lankan culture
- Those with flexible schedules
- Business Class passengers looking for comfort at a reasonable price
Not ideal for:
- Travelers with tight connections or low tolerance for delays
- Those who prioritize ultra-modern aircraft and extensive entertainment libraries
Overall Rating: 3.5/5
Would I fly SriLankan Airlines again?
Yes—with the right expectations. If you value warm service and good value for money, SriLankan Airlines is a strong contender for flights to and from South Asia.