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I can't find a record of my reservation online. What should I do?
Once the booking is made all the information related to the booking will stored in our computer systems. You can try retrieving your booking via our “Manage My Booking” facility with the following steps.
1. Enter your last name and the Booking Reference in the relevant fields.
2. Press “Retrieve now” to retrieve your booking.
If you still have a problem with regards to online reservations, please contact bookings@srilankan.com. For any other matters, please contact the nearest SriLankan Airlines ticket office or the SriLankan Airlines contact center.
Cancellations and Refunds | How can I know my ticket is eligible for a refund?
You can check the refund eligibility of your ticket through the “purchase conditions” once you log in to Manage My Booking using your PNR and surname.
Tickets with special conditions and issued for promotions are not eligible for a refund. However, a ticket will be valid only one year from the date of issue. You may submit your request before the expiration of the ticket.
If your ticket is booked through Srilankan.com or SriLankan Mobile App, you can direct your refund request through the Online Refund Form.
Baggage with Partner Airlines | Can I check-in online and reclaim my checked-in baggage at the end of the entire journey? I have two connecting flights made in two different bookings/PNR’s.
SriLankan Airlines operate flights with two different type of partners called code share and interline.
Codeshare flights
If it is a code share flight the flight number will a number with 4 digits after the UL prefix. E.g. SriLankan Airlines (UL2341) operated by Malaysia Airlines when traveling from Colombo to Sydney. For code share flights you can collect the baggage at the final destination in your travel itinerary.
Interline flights
Interline is a relationship between airlines which allows one airline sells services to a customer that are provided by another airline. You can identify an interline portion of travel on a ticket by checking the airlines code. Unlike the codeshare flights interline flights will show the other airlines code. E.g. VN662 (Vietnam Airlines Number) when traveling from Colombo to Hanoi via Singapore. In such cases you will have to manually check-in your baggage at the interlining airport.
Online checked in Passengers, having baggage to check-in need to drop off Baggage at the designated baggage Drop off counter and need to get the baggage tagged as appropriate to the ticketed destination and obtain the baggage claim portion/s as reference and/or claiming purposes in case they get mishandled for an unforeseen reason/s. If your two connecting flights are under different bookings still you will have to Check-in baggage manually.
Cancellations and Refunds | What are purchase conditions?
All air tickets have purchase conditions attached to them which determine the terms and conditions under which travel can be made. Important information you can see under the purchase conditions are refundable status of the ticket, applicable date change and no-show.
To view the purchase conditions
and select in the 1st screen, when you log-in with the surname and the PNR as indicated below.
Purchase conditions under the Manage My Booking section can be viewed as below
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