Once you make a purchase, your e-ticket will be sent to the email address you have entered while making the booking. If your e-ticket is not received, login to Manage My Booking and select “Send by email” option to get the e-ticket emailed to you.

If you do not have any reference document from SriLankan Airlines, you can contact us through one of the below channels; Global contact center on +94 11777 1979 (within Sri Lanka 1979). Alternatively, you can use our 24/7 chat support service on Srilankan.com.

If you have booked a ticket using the Pay in Cash option, you will not get the ticket until you complete the payment within 24-hours. You will receive your “Confirmation for reservation” informing the cutoff time to pay.

If your ticket is purchased via LY.com, an e-ticket will be sent by Ly.com.

You can purchase SriLankan Airlines tickets online through Srilankan.com, SriLankan Airlines mobile app and our online travel partners who provides a direct link to Srilankan.com.

Click the button to download the SriLankan app

If the originally entered email address is wrong, you can change this by selecting “Modify traveler details” within Manage My Booking. Then login to Manage My Booking and select “Send by email” option to get the e-ticket emailed to you.

If you haven’t decided the new travel dates yet, you can call our Global contact center on +94 11777 1979 (within Sri Lanka 1979) and cancel the booking now and change the travel dates later. This facility is only available through our Global contact center.

To rebook with new dates, you have the following options,

• Global contact center on +94 11777 1979 (within Sri Lanka 1979)
• Use our 24/7 chat support service on Srilankan.com

If you want to cancel your booking and do the date change at the same time you can do this through Manage My Booking by selecting “Modify flights”. Date change through Manage My Booking or another channel is possible if the fare conditions/ rules in your ticket permits changes (Changes are not allowed for promotional tickets).

A date change to your existing ticket must be done 5 hours prior to the scheduled time of departure of your time. If not the applicable no-show or late change fee will be charged from you.

If your travel plans have changed, you can always opt for a date or a route change. This can be done by loging in to Manage My Booking feature. Changes are only possible if fare conditions of your current ticket allow such changes. Promotional tickets are not allowed for date/route changes.

Route changes to your existing ticket must be done 5 hours prior to the scheduled time of departure of your time. If not, the applicable no-show or late change fees will be charged. Route change facility is available through our Manage My Booking for tickets purchased through Srilankan.com

No. For tickets purchased through travel agents or online travel agent portals, you must contact the same source for all changes. You also have the option to get the changes done through the closest SriLankan Airlines town office. Click here to find the closest SriLankan Airlines office.

Alternatively, you can request for date changes through our Global contact center on +94 11777 1979 (within Sri Lanka 1979) or by emailing reservations@srilankan.com.

For minor name corrections please write to bookings@sriankan.com. You must send your request at least 3 days prior to your flight departure date, with a copy of the bio page of the passenger’s passport. Name corrections are not possible if your ticket involves other airline segments (codeshare or interline flight). You can get the same service through our global contact center, for a fee of USD 50. If the request is made within last 5 hours to the global contact center additional penalties will apply. Please note that you cannot assign the ticket to another party under the category name corrections.

If you have purchased your ticket through Srilankan.com or the SriLankan Airlines mobile app, please forward your request to bookings@sriankan.com with a clear scan copy of the bio page and relevant alteration pages with special endorsements such as changes in marital status, changes in name, infant details, etc.

If you have purchased your ticket through Srilankan.com you may update your contact number and the e-mail address by visiting Manage My Booking or by writing to bookings@sriankan.com.

Some of the additional services that you have purchased with your original ticket will automatically be transferred to the new ticket when you do a date change. some services are nontransferable.

The following services are transferable to your new ticket as follows;

• Advance Seat Reservation - Based on seat availability
• Extra legroom seats - Based on seat availability
• Pre-paid baggage
• Pre-order meal service - Changes will not be accommodated within 48hrs (before departure)

Any of the services will not be transferred if the change is a route change. (e.g. Colombo to Bombay changed to Colombo to Chennai.

You can contact our 24/7 chat support service on Srilankan.com To check if your desired additional services are included in your ticket.

You can upgrade your ticket through the below options.

• Use our upgrade facility and bid for a business class seat Read more
• Use our Manage My Booking feature to pay the fare difference and upgrade to business class
• Contact FlySmiLes on +9419733 3333 If you wish to use your FlySmiLes points to upgrade your ticket to business class

Yes. You can do date and a cabin change at the same time through Manage My Booking if the fare conditions/ rules in your ticket permit change. However, changes are not allowed for promotional tickets. Based on the purchase conditions the fare difference from economy to business will be charged from you. When you do a date change with a cabin change, the date change fee will not apply.

Yes you can. We can convert the adult ticket to a child ticket. Please share a copy of your passport bio page with us through bookings@sriankan.com to proceed. There will ve a refundable value which will be refunded to your credit/debit card which was used to purchase the original ticket.

If you cannot see the option to change your booking in Manage My Booking, your reservation cannot be changed online.

Your booking cannot be changed online if:

• Booking is in on-hold status
• Ticket is checked-in
• The itinerary includes multi-city bookings and other airlines
• The ticket is not issued through Srilankan.com
• Booking is issued through Pay in Cash
• The ticket is issued via SriLankan Airlines mobile application
• Booking is split or changed through a SriLankan Airlines town office or Global Contact Center.

Please visit the nearest SriLankan Airlines office or you can request for date changes through our Global contact center on +94 11777 1979 (within Sri Lanka 1979) or by emailing reservations@srilankan.com

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.

“Time to think” is an option introduced for added convenience. The fee that is paid to hold a booking via time to think will not be refunded. If any mistakes are made you will have to make a new booking with the correct details. If the full payment is not made for a booking on hold under Time to Think the booking will get cancelled after the on hold time expires. Read more on Time to think

You can check the refund eligibility of your ticket through the “purchase conditions” once you log in to Manage My Booking using your booking reference and surname. Tickets with special conditions and issued for promotions are not eligible for a refund.

Even if your ticket is not refundable, you can still obtain the unutilized country taxes refunded by submitting your request through the Online Refund Form

Your refund amount will be credited back to the same credit/debit card which was used to purchase your ticket. If you have used one credit/debit card to make your purchase and subsequently another card to pay for a date change/purchase an additional service, the refund will be made to the card that was used for the original purchase.

Please note that some ancillaries and services are nonrefundable. However, if the refund amount is more than the original ticket amount, the balance payment will be made to the second card.

You can submit your refund request through the Online Refund Form and we will process the refund of the taxes from our end, if you have purchased your redemption ticket through Srilankan.com.

Please contact our FlySmiLes Call Centre on +94 19733 3333 to get the miles re-credited to your account. There is a penalty of 50 USD which you have to pay to get miles re-credited to your FlySmiLes account.

No. online refund request facility is available only for the tickets purchased through Srilankan.com, SriLankan Airlines Mobile App or Pay in Cash option. If you have purchased your ticket through a travel agent, an online travel agent or any other source, you can contact them for a refund.

You may get in touch with your travel agent to know the applicable cancellation charges. Please check purchase conditions of your booking for more details.

This facility is available for bookings made within the last 24 hours from the time of request. Bookings with flight departure within the next 72 hours cannot be canceled through this option. For following types of bookings this feature is not available,

• Pay in Cash
• Time to think bookings
• FlySmiLes redemption

This facility is available only for the tickets purchased through Srilankan.com and SriLankan Mobile app.

If you are still within 24 hours from the time of booking and if your flight is not departing within the next 72 hours you can request for a 24 hours cancellation. For all the other tickets booked on Srilankan.com you can submit a refund request using the Online Refund Form.

To obtain an online refund below criteria has to match.

• Ticket must be within one year from the time of purchase or the last date change or the travel commenced date (if utilized)
• Out of sequence tickets will not be refunded (if the first segment is not utilized you cannot request for the next segments to be refunded)
• Travel agent/online travel agent tickets, you should always contact the respective travel agent

No-show fee applies when you do not travel as per your confirmed itinerary and do not cancel the booking or request to cancel the booking within the last 5 hours of your flight departure. To avoid no-show fee, you have to cancel and request a refund or cancel and rebook for new dates at least 5 hours before flight departure.

Yes. Both no-show and cancellation charges vary depending on the country you are travelling from, also the type of the ticket you have purchased and the class of travel. Visit Manage My Booking to find the applicable no-show and cancellation fees for the tickets you have purchased.

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

• At the time of online ticket purchase, visit purchase conditions that appears on the righthand side of each page
• If you have already purchase the ticket, visit Manage My Booking

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

Once you submit your request through Online Refund Form, Srilankan.com refunds team will email you with the estimated refund amount that you will be receiving within 3 – 4 working days.

Amount will be calculated as per the fare conditions of your ticket and you will receive your refund amount after the relevant penalties and taxes have been deducted from the ticket amount. Due to varying taxes and penalties, the actual amount refunded may vary from the initially notified refundable amount.

If your refund request is for a return sector, after using only one sector, the refund amount will be calculated by deducting the one-way fare of the used sector, used sector taxes, fees and etc. One-way fares are usually much higher than 50% of the return fare. Therefore, the refund amount in partial refunds, may be small.

Cancellation charge does not have a breakdown, it is one fixed rate for each fare. Once you have submitted your request through Online Refund Form, SriLankan Airlines will get back to you within 3 – 4 working days with the estimated refund amount that you will be receiving.

Please write to bookings@srilankan.com or contact our Global contact center on +94 11777 1979 (within Sri Lanka 1979) for further clarifications.

You will receive an email from SriLankan Online Refunds team within 3-4 workings days with the total refund amount. The refund process will take up to 14 working days to complete your refund.

If you have not received any email please write to us on online_refund@srilankan.com with the online refund reference number (UL/RR/XXXXX) which you received.

If you have submitted your request successfully you will receive a confirmation email to the email address that you have provided at the time of submitting your request with a reference number starting with UL/RR/xxxxx. If you haven’t received a confirmation email, please check your spam folders. If you still could not locate the confirmation email, please resubmit the request.

If you have not received your refund after 14 working days, please check with your card issuing bank as they may take an additional 3-4 bank working days to credit the amount back to your card. If you still haven’t received your refund, please email online_refund@srilankan.com on top of the same email confirmation that you received when submitting the online refund request. Failure to respond on top of your refund request confirmation may cause additional delays.

It is not possible to cancel the first sector of the ticket while keeping the other sector active. If you want to cancel the second or the last sectors of your ticket, you have to utilize the initial sectors.

Tickets with special conditions and issued for promotions are not eligible for refund. If your refund request is for a return sector, after using only one sector, the refund amount will be calculated by deducting the one-way fare of the used sector, used sector taxes, fees and etc. One-way fares are usually much higher than 50% of the return fare. Therefore, the refund amount in partial refunds, may be small. The amount refunded to you might not be proportional to the number of the flights flown on the ticket, or the distance travelled.

However, if the reason for the refund is due to a date change, you may wish to consider changing your booking via Manage My Booking feature. For tickets booked on Srilankan.com, the 1st change is free!

You can request to refund only one ticket before/after travel if the booking has more than one ticket. You need to mention the ticket numbers of the tickets for which you wish to obtain a refund, at the time of submitting your request through the Online Refund Form.

You can only make such requests using the Online Refund Form for tickets purchased online directly with SriLankan.com or the SriLankan Airlines Mobile app.

For Tickets purchased through travel agents you may contact your travel agent directly. If you need further clarification or information you may write to bookings@sriankan.com. You can also contact our Global contact center on +94 11777 1979 (within Sri Lanka 1979).

For Pay in Cash tickets the refund will be given to the ticket holding passengers bank account. Request your refund through the Online Refund Form and select the payment method as Pay in Cash. You must provide bank account details which are under one of the ticket holding passengers name. refunds will not be processed to third party bank accounts.

Your refund will be processed after 21 bank working days from the day you submitted the online refund request. If the payment is done through a bank in Sri Lanka, you will receive the refund to the submitted bank account. For payments done through Al-Ansari exchange, you can obtain the refund against your Emirates ID over any Al-Ansari exchange counter in the UAE once we confirm the refund is processed (when requesting the refund you must attach a copy of your Emirates ID).

Any discrepancy in providing details will result in the refund not being processed or will result in additional delays. If any of the requested details are not provided at the time of submitting the refund request, please note that the above-mentioned processing period of 21 bank working days will commence from the date from which all the required information is provided to SriLankan Airlines.

In the case there are multiple passengers in your booking, you must obtain a no objection letter from the rest of the passengers to receive the refund in to the account of one of the ticket holding passengers or to issue the refund against the Emirates ID of one of the ticket holding passengers within the booking.

If you have not received your refund after 21 bank working days, please check with your bank as they may take an additional 3-4 bank working days to credit the amount back to your account. If you still haven’t received your refund, please email online_refund@srilankan.com on top of the same email confirmation that you received when submitting the online refund request.

Failure to respond on the original email sent when you submit the refund may cause additional delays.

The original paid amount will be refunded and to the card which was used to purchase the ticket. However, the residual value shall not be refunded

Please write to bookings@sriankan.com or contact our Global Contact Center by calling + 94 117771979 (within Sri Lanka 1979) for further clarifications.

If the additional service is eligible for refund, please make an online refund request through Online Refund Form by inserting EMD number on the remark column in order to proceed with the refund.

Please note that Advance seat reservation, Bid upgrade to business class, Extra legroom seats and Celebratory cake services are non-refundable. Refer to the terms and conditions of each feature prior to purchasing these additional services if you do a date change to your booking, how the services will be allocated to the new flight is described under each of the service. Click on the above-mentioned additional services highlighted to see more details.

If you have purchased pre-paid baggage allowance and then decide to cancel your booking, you can claim your refund with a penalty of 100 USD. For more information on how to claim click on pre-paid baggage allowance.

Please forward your ticket and other details requested in the form to bookings@sriankan.com and we will handle the refund from the back end. Also send the error message you are receiving (preferably a screenshot of the error message), which will help us to troubleshoot your issue.

If your credit/debit card is expired and a new card by the same bank, please check the following:

• Is the new card number same as the previous card number?
• If they are same, you will not have any issue. We will refund to the same card.
• If the new card number is not same as your previous card number, you will need a letter from the bank confirming card details and your name.

Please forward your letter with the refund request reference to online_refund@srilankan.com.

When requesting the refund through our Online Refund Form, please mention the below details on the form itself. The funds will be transferred only to the ticket holder’s account. The name of the ticket should exactly match the name of the account.

Bank account name -
Bank account number -
Bank name -
Bank address -
IBAN -
Swift code -

Further to this, please forward us the scanned copy of the credit/debit card closing of the account cancellation letter from the bank on a bank letterhead and your passport copy so that we can credit the amount to the relevant account.

The funds will be transferred only to the ticket holder’s account. The name of the ticket should match exactly to the name of the bank account.

In the case there are multiple passengers in your booking, you must obtain a no objection letter from the rest of the passengers along with the passport copy of each passenger to deposit the refund amount into one person’s account

In case of a third party payment (the payee is not part of the travelling team) and the person travelling does not have a bank account/wants to deposit the amount to the payee’s account, a ‘no objection letter’ from the travelling passenger needs to be forwarded to us in order for us to make the refund. This is valid for all Pay in Cash payments as well as bank deposits.

If the above-mentioned documents have not been duly submitted, please note that there will be delays in the refund process.

SriLankan Airlines will be providing the refund amount only to the credit card which was used to purchase the ticket. Our automated system will make the refund to the card which was used to purchase the ticket.

Yes, if the flight is cancelled by the airline you will receive full amount paid for the ticket without any deduction for penalties. If you have purchased your ticket through travel agent or any other source contact them for the refund.

At the time of a flight cancellation, the company is offering full refund. If the ticket is purchase through Srilankan.com, SriLankan Mobile App or Pay in Cash, you can submit your refund request through Online Refund Form. When you submit the refund request, indicate “Due to flight cancellation by the airline” under the “reason for the refund”.

Once you submit the requirement, your request will be verified by our Refunds team and refund will be processed accordingly.

If you have purchased your ticket through travel agent or any other source contact them for the refund.

In the event of death of the passenger or close family member within the date of your booking and the date of your travel, SriLankan Airlines may waive off applicable cancellation fees when refunding a ticket. This can belong to the categories of; Spouse/Children/Parents/Brothers/Sisters/Grandparents/Grandchildren/ Parents- In-Law/Sisters-In- Law/Brothers-In-Law/Sons-In-Law/Daughters-In-Law.

At the time of submitting your Online Refund Form, please select the reason for refund as “Due to death of immediate family member” in the form itself. You will also need to provide us with the government certified death certificate in order to claim for the full refund without any deduction for penalties. If the documents are not provided, your refund will be handled with standard penalties.

If you have purchased your ticket through travel agent or any other source contact them for the refund.

It is normal to continue receiving emails about our services associated with your travel even if you have requested a refund as our systems may take some time to process the cancellation of your ticket. Most common of such emails is the “Bid for business class upgrade” email that is sent out to our customers. If you have successfully submitted your refund request, you have nothing to worry about. Please contact bookings@sriankan.com or Global contact center on +94 11777 1979 (within Sri Lanka 1979) for more information.

You will need to request for your refund through Ly.com in order for us to process your refund. Get in touch with Ly.com and they will coordinate with us for the refund and will return the money to the original source of funds.

Once you have submitted an online refund request, it cannot be reversed. However, send us a request email to online_refund@srilankan.com with the refund request number (UL/RR/XXXXX). If the system has not processed the refund yet, online refunds team will reinstate your booking. Also we will be informing you the possibilities.

However if you want to edit or change information submitted via Online Refund request, please send an email to online_refund@srilankan.com with the required additional information under the subject of “Change of information submitted on Online refund reference UL/RR/XXXX”

If refund has been processed, we can’t do any changes.