Where to file train complaints of Sri Lanka Railways?

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To file a complaint about passenger or goods train services of Sri Lanka Railways, including issues related to reservation, train booking, delayed trains, quality of services in trains, and other problems with train & railway stations, follow these steps and use the provided hotlines & contact details:

Register your complaints about train services of Sri Lanka Railways
Register your complaints about train services of Sri Lanka Railways1363Ă—720 127 KB

Sri Lanka Railways Helplines:

You can call the railway hotline 1919 for all services including complaints about passenger trains or 1971 to talk with Deputy Operating Superintendent. Further, you can contact the Assistant Transportation Superintendent (Operation) by calling at +94112692286 for disputes related to transportation services.

For complaints related to local railway stations, call the Station Master of the respective station on the provided contact numbers from the contact page of SL Railways’ website by selecting your line (Main Line, Matale, Puttlam, Nothern, Batticoloa, Coast, KV, Trincomalee, and Talaimannar line).

:tipping_hand_man:t5: Note: For services or issues related to Hitachi trains, contact the Marketing Division of Sri Lanka Railways by calling at 0112431909.

If you want to enquire about trains or have any general questions, call the General Inquiry Department at +94114600111. For Fort Railway Station inquiries, call at +94112434215. You can also send an email to gmr@railway.gov.lk for your railway complaints.

Steps to file an online complaint:

  • Visit Sri Lanka’s official website (railway.gov.lk).
  • Navigate to the “Contact Us” section and select “Head Office Details” or “Station Details” to know the contact details.
  • Fill out the online complaint form including ticket number or reservation ID, including date, time, location, and nature of the issue.
  • Submit the form.

Finally, note down the reference/acknowledgement ID to track status. If you have complaints about reservation (e-ticketing), visit the reservation portal (seatreservation.railway.gov.lk) and login into your account or use the provided mobile app (Sri Lanka Railways Reservation).

Escalation to Head Office:

If your train complaints are not addressed satisfactorily, you may escalate it by contacting the General Manager of Sri Lanka Railways. You can write a complaint letter or send an email here:

  • Phone Number: +94114600111
  • Email: gmr@railway.gov.lk
  • Address: Sri Lanka Railways Headquarters, Colombo 10, Sri Lanka.

Still, have questions? :thinking: Ask by replying to us. :point_down:t5: We will help you.

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We booked our train from Veyangoda station . Before book it we asked from them whether these two seats are close ones or separate. He said that ’ yes, both are close ones’ like that. But when we were get into train both seats are located far from each other. This happened not only for us but also another couple. This is unacceptable & please be kind enough to pay your attention on this kind of problems.
Please find below details for your convenience.

1015 -Train
Reference No:13737400
Responsible person Name: Rashika from veyangoda station

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Dear @Danuka_Jayasinghe

To address this, please file a formal complaint with Sri Lanka Railways by calling 1971 / +94114600111. You may also visit the nearest railway station to request clarification and correction for future bookings. If the issue remains unresolved, escalate it to the Department of Railways for further action.

If still need help, reply to us.