Imagine stepping off a long flight, eager to explore a country rich in culture and natural beauty, only to be greeted by broken escalators, poor Wi-Fi, inadequate air conditioning, cracked walls, unfriendly staff at understaffed counters, limited seating, and unhygienic bathrooms with tissue-thrown, wet floors. The pervasive sense of neglect is hard to miss.
At the Bandaranaike International Airport (BIA), Sri Lanka’s main gateway to the world, unfortunately, this is not an occasional inconvenience but a disturbingly common experience that has been persisting for years. As the situation continues to deteriorate, authorities appear to be paying little attention, even as they set ambitious goals for the tourism sector.
Based on reviews from recent travellers, feedback submitted by tourists on various websites, and insights from sources employed within the airport, the situation is dire and has long been neglected by authorities.
This is particularly concerning given that the airport serves as a critical gateway for tourism, a sector on which Sri Lanka relies heavily for much-needed foreign exchange. Such neglect raises serious doubts about the country’s ability to deliver the first-rate experience expected at such a vital entry point.
Worsening issues
Reliable sources within the airport confirmed its deteriorating condition in discussions with The Sunday Morning. Bathrooms are plagued by empty tissue holders, with toilet rolls frequently spilled across the floor. Overflowing bins remain unattended due to inadequate garbage disposal, and the toilets are often dirty and unhygienic, emitting a strong, unpleasant odour.
Regular cleaning appears to be lacking. Additionally, hand dryers are frequently out of order, leaving passengers without alternatives as tissues are rarely restocked.
Sources within the airport also highlighted the recurring issues with its outdated elevators and escalators, some of which are over 15 years old. Elevator buttons often malfunction, leaving passengers frustrated and unsure if the lift will respond.
Escalators are frequently out of service, forcing travellers to carry their luggage up and down stairs, an exhausting ordeal, particularly for elderly passengers or those with disabilities. This raises serious questions about whether these facilities are being serviced regularly or maintained to the standards expected of an international airport.
Based on the information The Sunday Morning has obtained, the lack of proper air conditioning inside the airport adds to passengers’ discomfort, leaving many struggling with the stifling heat, especially during peak hours. Seating facilities are inadequate, forcing travellers to stand for extended periods in an already warm environment.
To make matters worse, heavy rains expose leaks in parts of the airport, with buckets or other containers placed to collect dripping water, a scene certainly not suited to an international gateway.
The situation outside the airport is equally grim. The pickup and drop-off area often floods during heavy rains, creating challenges for passengers trying to access transportation. Travellers are left to navigate waterlogged areas with their luggage, further tarnishing the airport experience and raising concerns about its basic infrastructure maintenance.
Based on reviews provided by several Australian, French, UK, and US travellers, the lack of food and beverage facilities at the BIA further compounds the discomfort for travellers, particularly those with long layovers.
The food and beverage options at the BIA are limited, with anything beyond a 1-2 hour layover quickly becoming uncomfortable. For long layovers, the experience can feel particularly unbearable, as the transit area offers few seating options, mostly limited to steel chairs, and a lack of sufficient charging points.
For those fortunate enough to have access to the Lotus Lounge through Priority Pass, the situation improves slightly. The lounge provides comfortable seating, decent food and beverages, and some charging points, offering a temporary escape. However, even in the lounge, charging points remain limited and overcrowding often makes the space feel cramped.
Wi-Fi at the airport is another issue for travellers. Many passengers report that the connection is weak or entirely non-functional, which can be frustrating when trying to stay connected during long waits. The lack of reliable Wi-Fi only adds to the growing dissatisfaction with the airport’s services and facilities.
Security procedures at the BIA are often described as disorganised and inefficient, with unclear instructions and long waits. Passengers have reported intrusive questioning and multiple luggage checks, which make the process feel overly complicated and stressful.
Adding to the frustration is the overall lack of customer service. Many travellers complain about the absence of helpful staff, especially during delays. Long waits in poorly organised queues, combined with a lack of communication from airport authorities, create a chaotic environment that leaves passengers feeling neglected and unvalued.
Lack of a terminal
The incomplete construction of Terminal II at the BIA has also added to the existing woes. Initially planned to increase the airport’s capacity from six million to 15 million passengers annually, the project has been plagued by high bid prices, legal disputes, and funding suspensions.
Although work resumed in 2020, Sri Lanka’s economic crisis in 2022 forced the contractor to abandon the project after completing just 25%. Today, the half-finished terminal sits idle, adding to the airport’s overcrowding issues and raising serious concerns about the country’s ability to complete this project anytime soon.
What is AASL doing?
Reliable sources at the BIA informed The Sunday Morning that despite raising concerns with Airport and Aviation Services (Sri Lanka) Ltd. (AASL), many issues, such as the persistent leaking roof, had remained unaddressed for a significant period.
“AASL often turns a blind eye to our issues. The airport is in an old and deteriorating state. Under a former chairman, some projects were initiated, but AASL officials disliked him because they actually had to work under his leadership,” a source revealed.
Efforts by The Sunday Morning to reach the Airport Management Division of AASL were redirected to the Projects Division. From there, the inquiry was forwarded to Deputy Head of Projects Krishan Senevirathna. While Senevirathna confirmed that renovation projects were ongoing at the BIA, he declined to provide further details and directed inquiries to AASL Head of Marketing and Corporate Communications Dr. Sumith de Silva.
Repeated attempts on multiple days to contact Dr. de Silva went unanswered. Additional efforts to reach AASL Deputy Head of Airport Management Sanjeewa Amarapathy also proved futile, as he declined to share information and suggested contacting the new Chairman, who was also unavailable for comment.
Other concerns
The poor condition of the BIA extends beyond travellers to its own staff. With approximately 1,000 employees working around the clock, the airport offers only one operational staff restaurant, managed by SriLankan Airlines. Two other restaurants remain closed, forcing the majority of workers to rely on this single facility for breakfast, lunch, and dinner.
Worsening the issues, the transit area lacks a pharmacy, a basic amenity in most modern airports.
Just steps away from Sri Lanka’s main gateway, the condition of the bus stop is nothing short of embarrassing. Overgrown with wild grass and shrubs, it is an eyesore and provides no basic facilities for its users. Thousands of workers and budget travellers rely on this hub daily, yet it lacks proper shelters to shield them from the scorching heat or heavy rain.
Tourism authorities
Speaking to The Sunday Morning, Sri Lanka Tourism Development Authority (SLTDA) Acting Director General Upali Ratnayake stated that Sri Lanka Tourism authorities had already discussed with the relevant parties to enhance the capacity of the airport. Initiatives under these include resumption of the stalled Terminal II at the BIA and a separate terminal for budget airlines.
“Authorities such as the Civil Aviation Authority (CAA) and AASL have done what is needed, although their plans depend on approved budgeting, funding, and annual plan,” he said.
When asked about the complaints regarding the condition of the airport, Ratnayake stated that the relevant authorities had been informed in writing about the washroom-related concerns.
“I have not come across issues related to Wi-Fi, but if there is an issue there, it can be fixed easily. The real problem is that although there are enough counters, there is a lack of staff to operate these counters. We have suggested implementing online/automated mechanisms to overcome this issue, because we have observed that, even if there are enough officers, they tend not to go to these counters, as they are not being active,” he said.
Sri Lanka aims to attract three million tourists next year, a critical goal given the country’s need to resume repaying its defaulted debt. With foreign exchange earnings being vital, tourism stands out as a key revenue source. However, the airport’s deteriorating state leaves travellers with a negative impression, raising doubts about the country’s ability to position itself as a viable tourism destination.
Despite numerous authorities being tasked with oversight and successive governments promising improvements, Sri Lanka’s tourism infrastructure remains in disrepair. Addressing issues beyond the airport would require a series of articles, as the challenges are many.
From inadequate washroom facilities at major tourist attractions to insufficient public transport options, the sector faces numerous obstacles that demand urgent intervention. The airport, in particular, symbolises the neglect, having remained in poor condition for years.
The Sunday Morning was unable to secure a comment from newly appointed Minister of Transport, Highways, Ports, and Civil Aviation Bimal Rathnayake despite reaching out to him via multiple avenues.