Nightmare experience with SriLankan on Christmas day flight

I have detailed below in chronological order what I can only describe as a “hellish” flight back home to Australia. I write for the benefit of the country in general.

1. Arrived at BIA 9am 25Dec, to catch UL flight to Singapore (Qantas code sharing flight scheduled departure 12:15),

2. Came through the baggage security check point,

3. Check-in counters were not open for our flight,

4. At 9:30 checked the flight information display again but again there was no check-in counter number on display,

5. When I was just about to turn around message saying “Flight cancelled till 16:00” briefly flashed and disappeared,

6. Approached the SriLankan service counter and inquired about the cancellation and they directed me to another counter (Counter 20)

7. Lady at counter 20 snarled – “who asked you to come here?” and I pointed at the SriLankan service counter. Then she looked up her computer screen and confirmed cancellation. I strongly suspect that they canceled that flight due to lack of passengers.

8. I asked her why didn’t they send a text notification in advance. She said they became aware just then – load of rubbish!

9. They offered a midnight Col/Syd direct flight. I accepted.

10. Waited from 9:30 am till 12:30 pm for the hotel transfer. No snacks; just a small water bottle for two of us! Between security check point and check-in counters there are no shops to purchase food.

11. They loaded us in to a bus at 12:30 pm and 15-20 mins after taking off, the bus driver got a call from SriLankan to turn around and return to BIA to collect few more passengers. All the travelers were furious but poor driver had no choice.

12. Since the bus did not use the highway, we thought that they are taking us to a hotel in Negombo. After the bus reached Movenpick hotel Colombo, I asked the driver why he didn’t take the highway. He said Srilankan won’t reimburse the toll fee; how pathetic! I told the drive that I would have paid that miserable Rs500 if he told me beforehand. Poor fellow said that they are not supposed to ask for money from the passengers.

13. Checked-in to the Movenpick at 14:30 starving and angry. Guys in the reception said meals will be delivered to the rooms within 20-30. More delays; finally, had lunch at 15:30.

14. We were asked to get ready and wait for the airport pickup by 8pm but driver turned up at 9pm!

15. We had no chance of getting to the airport on time in that mad Christmas traffic in Colombo.

16. To make matters worse, bus got a flat tire about two km from to airport. By that time, the final boarding call was made! Usually, late UL was very punctual that day! If they held the departure by another 30min we could have made it. All the passengers expected SriLankan to hold the flight because our timely arrival at the airport was their responsibility.

17. Then they offered us another UL direct flight to Melbourne dep 1:20am and a Mel/Syd Qantas connecting flight. We had to make quick dash to catch that flight; nobody escorted us to the flight.

18. When they checked-in our luggage, I noted that my luggage was tagged Col/Syd. Knowing the entry procedure for any country, I asked the person where do I collect my luggage. She said Sydney. Absolutely incompetent bunch of fools are running this airline. I was too tired to argue. I collected the luggage at Melbourne airport and got checked in again to Qantas flight. Imagine the plight of inexperienced travelers – They would turnup in Sydney with baggage still in Melbourne!

19. Before disembarking, I asked the SriLankan flight attendant, why the online feedback form is not working. Systems issue was his short answer. I think, they don’t give a damn about customer feedback because customer care is not in their DNA!

20. Finally reached home at 1am on the 27thDec! Never again in crappy Srilankan.

Bringing passengers back to Colombo on a Christmas Day is total madness! I learned later that the Movenpick hotel in Colombo is owned by Ashok Pathirage who is also the chairman of SriLankan and the buses (Lanka Sports Reisen) are owned by a kinsman of a powerful political family. SriLankan is run by a mafia. Fish rots from the head!

Jayantha Seneviratne
Australia