Flight Disruption

• We will notify you about any changes to your flight, if known in advance. Please update your contact details in the reservation at the time of making the booking or through “Manage my Booking” option in our web site. If the ticket has been purchased through a travel agent, advise the agent to update the booking with your contact details. If you are one of our frequent flyer member, please update your FlySmiLes profile. For contact details, please refer “Contact us”
• In the event of a long delay or flight cancellation, we will rebook you to the next available UL flight. You may look at the option of changing your booking if the new booking is not suitable to you. Please refer “Contact us”
• In the event of a flight disruption after you have reported for check –in for your flight, We will provide you with due care and assistance (refreshments/meals and/or hotel accommodation) depending on the delay duration until your delayed/alternate departure.
• If your flight is cancelled, we will do our best to maintain the seats you had previously selected on the alternate flight provided. If you have paid for a specific seat and we are unable to provide you with this specific seat, you may apply for a refund. Refer “Contact us”
• If your flight is cancelled, we will transfer your special meal and all other special services requests to your rebooked flight.
• In the event we have not provided you with due care and assistance for long fight delays and if you had incurred any direct expenses as a direct result of this flight disruption, you may be able to claim a refund of such expenses. Refer “Compensation” and “Contact us”

  What you may be entitled to claim are,

  • Hotel accommodation
  • Transport between the hotel and airport
  • Meals/Refreshments
  • Reasonable number of telephone calls

  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.

• We may not absorb any cost involved in the event you voluntarily opt to change your origin/destination.
• We may consider offering you the due compensation based on the local/international regulation applicable for the sector/country concerned. Please refer “Compensation”

• Provide us with your contact details (e-mail/ telephone/ mobile) at your origin/ transit/ destination. We will not use these information for anything else or pass it on to a third party. Confidentiality shall be maintained.
• Check if you have received any notification from us.
• Check the status of your flight.
• Check-in online to save time and stress and to avoid long waiting time/ queues at the airport.
• We ensure that all your connecting flights are rebooked in the event of a possible misconnection. Nevertheless please check the status of your connecting flight if any and for any possible misconnection as a result of the flight delay/disruption. You may refer the options for changing your booking if you require any changes to the rebooked flights or contact the nearest SriLankan Airlines office/ Global Call Centre for your rebooking. Please refer “Contact us”

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:

• advise the passenger or their travel agent either by email, notification to the travel agent's booking system, via text message (SMS) and/or phone call, using the contact details provided in the booking.

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:

• advise the passenger or their travel agent either by email, notification to the travel agent's booking system, via text message (SMS) and/or phone call, using the contact details provided in the booking.

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 our flight is delayed by 4-6 hours and if you are onboard the aircraft we shall make all necessary arrangements to let you get off from the aircraft and accommodate you in the “Transit “ Area initially.
• Before you get off the aircraft we shall serve you the existing meal on board the aircraft if possible. An announcement will be made accordingly.
• If we are unable to serve the meal onboard the aircraft, we will serve a “Heavy Meal” at the Transit Restaurant. An announcement will be made stating the time that the meal will be served.
• If you have not boarded the aircraft and if you are at the boarding gate, still we will serve you a “Heavy Meal” at the Transit Restaurant. An announcement will be made stating the time that the meal will be served.
• We will always ensure to keep our passengers informed of the timings when the meals will be served.

• In the event our flight delays exceed 06 hours, to ease the inconveniences resulting from flight cancellations and misconnections, we will arrange for appropriate remedies which, depending on the circumstances may include the following:
  • Re-route you to your final destination as soon as possible or at a later date that is convenient for you;
  • Offer a refund of the fare for the affected segments in accordance with our terms in the General Conditions of Carriage;
  • Provide appropriate accommodations at our contracted hotel based on availabilities, if required;
  • Transport between the hotel and airport
  • Meals/Refreshments
  • Reasonable number of telephone calls
• We will take care of the immigration formalities of yours.
• Passengers with visa issues shall be accommodated at the Airport Transit Hotel.

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
SriLankan Airlines
Bandaranaike International Airport
Sri Lanka.

Tel: 0094 19733 3388/1627

Fax: 0094 19733 5145

E-mail: customer@srilankan.com

Website: www.srilankan.com

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

E-mail: reservations@srilankan.com

Skype: srilankan.globalcontact

In the event you need to approach our FlySmiLes team, the FlySmiLes contact details are:

Telephone: +94 19733 3333

Fax: ++94 19733 5333

E-mail: flysmiles@srilankan.com

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.