Can’t book flight with flysmile
Every time I try to use my points to book flight . Online system doesn’t allow me . When I call I get transferred to one CSO to another.
It feels like no point being loyal customer
It feels like no point being loyal customer
0
The app is so bad that it should not exist.
Unfriendly crew
Had an awful experience when travelled from Sri Lanka to London on 3rd May 2026. Staff particularly serving Isles both sides from seat 20, very clumpy - pouring water on passengers while serving water and got worried when they served hot tea or coffee. Pouring from the top without passenger keeping the cup on the tray. I had to stop pouring the hot coffee without a tray. No smile, rude, raising voice to non Caucasian ( Asian skin ). Felt downgraded even though we are paying the same fare. All must be treated the same. I never had this experience. I fly on Sri Lankan - as they are polite, smile on the face, empathetic & kind. I felt the whole team has given up. No team effort. Announcement bit abrupt. Post transfer passengers from air craft to ground staff appalling. Hope you have cameras. Please don’t let these type of staff ruining the most beautiful country & people down. Hope you take some action to train these staff.
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Great staff
Just returned from Colombo to Heathrow on UL503
and wanted to record how impressed we were with the flight staff.
and wanted to record how impressed we were with the flight staff.
Scanning not working
App won’t scan passport. And unsure why needed as I went through that trauma on outward leg
VERY DISAPPOINTING
UNFRIENDLY CREW - POOR FOOD. I find the food choices bad and monotonous chicken for lunch chicken for dinner ! the crew walked past you with trays of water and didn’t ask if you’d like any! The toilets could’ve been maintained throughout the flight! Sadly, I won’t be returning.
Disruption to flight schedule
First booking on this airline which has turned into a nightmare. A cancellation of part of the flight segment email with no options than to ring and it takes forever to speak to someone who said you have to ring again later !!!! UNPROFESSIONAL and UNACCEPTABLE
Sort your UX
I spent an hour selecting seats as it allows other passengers to select the same seats concurrently which means going back and forth for an hour until you get 5 seats for a family in a config that works. Then they changed my seats anyway and changed the config. Thanks for wasting my time.
Poor service
Money taken to upgrade seats for outward and return flights. In reality airline just dumped us in standard seats. Had paid for extra legroom due to medical conditions. Had to spend time at check in desk fighting to get adequate seating. Then the poor standard of aircraft meant 12 hr flight with no entertainment. Emails sent before, during and after 3 week holiday. No response. If I could have given 0 I would. Stress caused spoilt the whole holiday experience
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From London to Colombo ,From Colombo to London
Overall, I had a pleasant flight experience. The takeoff and landing were very smooth, which made the journey comfortable and reassuring. The food was enjoyable, and the cabin crew were friendly, helpful, and attentive throughout.
There were a couple of minor issues — the engine noise seemed a bit louder than expected, and the in-flight entertainment system was occasionally slow, with some videos not loading properly and the screen becoming unresponsive at times.
That said, these were small inconveniences compared to an otherwise good experience. I would still be happy to fly with them again.
There were a couple of minor issues — the engine noise seemed a bit louder than expected, and the in-flight entertainment system was occasionally slow, with some videos not loading properly and the screen becoming unresponsive at times.
That said, these were small inconveniences compared to an otherwise good experience. I would still be happy to fly with them again.
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Allocated Random Seats
Very unhappy for my wife and I to have been assigned random seats. No option to choose and customer services very unhelpful. Won’t be flying with these cowboys again.
Very poor unintuitive app
I found you app very frustrating. Whilst it seems you can manage your booking when it comes to actually doing it, it fails. Useless meaningless error messages. Inability to check in two persons at once meaning it’s hard to ensure you can sit together. Inability to ask for an aisle seat. The upgrade bidding system is clunky. I offered a bid which was outbid, then I was offered a price to guarantee an upgrade which I accepted only to find the transaction failed. Frustrating!!!!! I have a higher bid in for business upgrade and am waiting to hear if it is accepted. If it’s not I would at least like to ensure we get aisle seats but there is no way to do this. Horrible system!!!!!
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Poor customer service
I had an extremely frustrating experience with Sri Lankan Airlines . My parents booking was cancelled by the airline, yet when I tried to resolve the issue, they failed to provide me with an alternative seat or any reasonable solution.
There was little to no communication about the cancellation, and customer service was unhelpful and dismissive when I reached out. After already having a confirmed booking, being left without a seat and no proper support is completely unacceptable.
This experience caused unnecessary stress and disrupted my travel plans significantly. I expected much better handling of the situation from an international airline. Based on this experience, I would not recommend flying with them.
There was little to no communication about the cancellation, and customer service was unhelpful and dismissive when I reached out. After already having a confirmed booking, being left without a seat and no proper support is completely unacceptable.
This experience caused unnecessary stress and disrupted my travel plans significantly. I expected much better handling of the situation from an international airline. Based on this experience, I would not recommend flying with them.
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Outstanding service
We flew Sri Lankan airlines , Melbourne to Colombo on 4th March 2026. The flight was on time and food, service and the cleanliness of the aircraft exceptional. We were looked after by a lady named Ms Munera who was outstanding, very helpful and always went out of her way to help the passengers. Thank you Ms Munera for your exceptional service standards. Thank you!!! Sarath and Sunitha BOTEJUE
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Doesn’t work half the time
Half the time I can’t login it just says there’s been a problem. This is even after getting a login code sent to my email address. Aside from checking in, you can’t get boarding passes. quite disappointing.
Not user friendly
The previous version was good. It's so dificult to do the booking. Not user-friendly like before
Great
Great service
Cockroaches
Absolutely horrified on a recent flight as there were many cockroaches running around the floor and on the seats . We were moved and the seats we moved to the tray table was absolutely filthy I am so horrific and have never ever seen this on a plane before
The app is useless
Sadly you can’t give 0 stars, but this app should be deleted and the source code erased and rebuilt from scratch.
Unable to add frequent flyer number, doesn’t support apple wallet, crashes on check in.
Unable to add frequent flyer number, doesn’t support apple wallet, crashes on check in.
Mr
Great
