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
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.
The United Kingdom is taking steps to help stop the spread of COVID-19.
Failure to comply with the above measures is a criminal offence and you could be fined. Please visit www.gov.uk/uk-border-control for detailed public health advice and requirements for entering the UK. For more information
All incoming passengers (SriLankan passport holders and foreign passport holders) must obtain prior approval from the Ministry of Foreign Affairs or the SriLankan Mission of the respective country in order to enter into Sri Lanka due to the prevailing situation. Therefore, please ensure that you have all necessary approvals and required documents prior to purchasing your ticket on srilankan.com for the destination Colombo (CMB).
However, transit via Colombo (CMB) is possible within 12 hours to any other SriLankan Airlines destination and such tickets can be purchased via Srilankan.com.
If you need further clarifications, you can reach us via the 24/7 chat support service on our website or call our 24 Hour Contact Center +94117 77 1979 (Within Sri Lanka : 1979)
Chinese and foreign travelers flying from Sri Lanka to China are required to obtain COVID-19 negative certificates on the 14th day of before boarding and within 48 hours prior to boarding.
All passengers must fill out "The registration immunization information form" through https://muqeem.sa/#/vaccine-registration/home before traveling to the Kingdom of Saudi Arabia. This is not applicable to Saudi citizens and exempted groups. Please note it is your responsibility to provide accurate information when filling the form. Click here for mandatory quarantine packages to Saudi Arabia (for non-immune passengers) offered by SriLankan Airlines. Information provided here is intended only as a guide and subject to change. It is your responsibility to carry proper travel documents and check entry requirements with the relevant authorities for your upcoming travel. Click here for more details.
Passengers from the below listed countries and also from all European countries except the UK will not be allowed to enter Bangladesh during the period 03rd April – 18th April 2021.
Due to the prevailing COVID-19 travel restrictions, when you are travelling from India transiting through Colombo is disabled until 30th November 2021. You can book any destination beyond Colombo after 01st December 2021
Please note that passengers will not be allowed to disembark in Sri Lanka with effect from 21st May 2021 to 31st May 2021. Passengers transiting in Sri Lanka for less than 12 hours with a confirmed onward ticket are exempted from above. We apologize for inconvenience caused. Read more
Please note that VTL requirements only apply for the VTL flight to Singapore. Srilankan Airlines may operate both VTL and non-VTL flights on the same route, so please ensure you select the correct flight. To view the full VTL flight schedules Please click here.
Dear Valued Customer
SriLankan Airlines' service provider for Internet Booking Engine is currently experiencing an unprecedented global service outage, and this may adversely impact your experience.
Please contact our Global Contact Centre +94 19733 1979 for any assistance with existing or new bookings.
We sincerely regret any inconvenience caused and thank you for your patience and understanding.
SriLankan Airlines Limited
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