We are sorry for the inconvenience caused to you as a result of the delay/cancellation of your flight. We understand your disappointment and please be assured that we will do all possible to mitigate the inconvenience caused to you as a result of this disruption caused to your schedule.
What you may be entitled to claim are,
We will consider reimbursing reasonable expenses only. No unreasonable expenses will be considered or reimbursed. Any reimbursement will be done at the discretion of SriLankan Airlines Limited.
Our Global Call Centre and our Reservations team works 24 x 7 and will rebook passengers whose Flights are disrupted. The rescheduled departure time or the alternate flights provided will be intimated to the passengers direct (only if the contact details are available) or the travel agent concerned. This is the reason why we insist on our passengers providing us with the contact details. They will also forward the reissued tickets to you.
In the event you are not happy with the alternate flight provided, you may contact the nearest SriLankan Airlines office / Global Call Centre for any assistance. Please refer “Contact us”
In the event you opt not to travel as a direct result of the delay in your departure, you may request your refund through our Customer Affairs team based in Colombo, Sri Lanka. The contact details of this department is given under “Contact us”
Notifying Passengers of Flight Schedule Change
We undertake to use our best efforts to notify of changes on your flight using the contact information you have provided us in your reservation.
For scheduled changes or flight cancellations made before the day of departure, we strive to:
If on the day of travel we have confirmed a delay or we cancel a flight, and we are aware of the delay or cancellation, we strive to within 30 minutes of receiving the information of such delay or cancellation:
We also provide, through our gate agents and flight crew, timely updates on the status and causes of delayed, cancelled, or diverted flights.
In the event of any flight disruptions due to reasons beyond the control of the airline, (for eg. Bad weather, Airport closure) the airline may not take responsibility for offering of any compensation. However we may endeavor to provide you with the due care and assistance as deemed necessary by the airline.
In the event of a flight disruption due to any other reasons within the control of the airline, we will offer you with the due compensation in line with the local/international regulations/ Conventions and the airline laid down procedure.
You may contact our Customer Affairs Department. Please refer “Contact us”.
In the event of any concerns/ complaints or any refund of the direct expenses incurred by you as a result of the delay/ cancellation of your flight, you may contact our Customer Affairs Team.
Manager Customer Affairs
Bandaranaike International Airport
Tel: 0094 19733 3388/1627
Fax: 0094 19733 5145
You may also visit our website and log your concerns/ comments/ grievances which will be referred to our Customer Affairs team. We will endeavor to address your concerns and respond to you at the earliest possible and not exceeding 10 working days.
In the event you require any assistance with your rebooking/reservation/ticketing, please approach our colleagues at our Global Call Centre (GCC) or the nearest SriLankan Airlines office. The contact details of GCC are:
Telephone: +94 117771979 (Worldwide), (Within Sri Lanka 1979)
China DID Number : +86 400 120 1979
Fax : +94 19733 3999
In the event you need to approach our FlySmiLes team, the FlySmiLes contact details are:
Telephone: +94 19733 3333
Fax: ++94 19733 5333
The information and content detailed above does not create any contractual or legal rights, nor legally bind SriLankan Airlines Limited to any actions or omissions with respect of the above matters. SriLankan Airlines Limited’s contractual rights and obligations are listed in SriLankan Airlines’ Conditions of Carriage for Passenger and Baggage. These resources provide you with additional information on the matters discussed herein, and should be carefully reviewed to ensure that you fully understand your rights and obligations of SriLankan Airlines.