SriLankan Airlines (UL) has a cancellation policy that varies by fare type, booking channel, and timing. Below is a concise overview based on the latest information from their official website (srilankan.com) and reliable sources.
24-Hour Risk-Free Cancellation:
- For tickets purchased directly through SriLankan Airlines’ website (srilankan.com), mobile app, or customer service, you can cancel within 24 hours of booking for a full refund to the original payment method, provided the flight departs at least 7 days (168 hours) later. This applies to all fare types, including promotional fares, per U.S. Department of Transportation (DOT) and ARC rules for U.S. bookings.
- No cancellation fees apply within this window, and refunds are processed within 15–21 business days, though delays up to 3–4 months have been reported.
- Exception: This policy does not apply to group bookings (10+ passengers), codeshare flights operated by other airlines, or tickets with special promotional codes.
After 24 Hours:
- Refundable Tickets: Flexible fares (e.g., Business Flex, Economy Flex) can be canceled before departure with a full refund, minus a cancellation fee (typically $100–$400, depending on fare class, route, and timing).
- Non-Refundable Tickets: Most fares (e.g., Economy Saver, JourneyBlitz) are non-refunded after the 24-hour window, except for airport taxes and fees. Cancellation fees of $100–$400 apply, and if the fee exceeds the ticket value, no refund is issued.
- 5-Hour Rule: To avoid penalties, cancellations must be made at least 5 hours before departure. Cancellations within 5 hours or no-shows result in forfeiture of the entire ticket value, with no refund for fares or taxes.
- Partial Cancellations: Canceling one leg of a multi-segment itinerary (e.g., outbound flight) may require canceling the entire booking, with refunds for unused segments calculated after travel completion. One-way fares can be canceled, but return tickets incur higher fees (up to 50% more).
- Refunds for unused tickets must be requested within the ticket’s validity period (typically 1 year from issuance).
Special Circumstances:
- Airline-Canceled Flights: If SriLankan cancels your flight due to reasons within their control (e.g., technical issues, rat onboard grounding aircraft), you’re entitled to a full refund (including non-refunded fares) or rebooking on the next available flight without fees. If no suitable flight is available, accommodation may be provided near the airport. For EU/UK departures or arrivals, EC 261/UK 261 regulations offer up to €600 ($650) in compensation for cancellations with less than 14 days’ notice, unless caused by extraordinary circumstances (e.g., weather, airport issues).
- Delays: For delays over 3 hours at the final destination due to carrier reasons, you may cancel for a full refund or claim EU261 compensation (€250–€600) for EU/UK routes. Weather-related delays qualify for rebooking or refunds but not compensation.
- Medical or Extenuating Circumstances: Refunds may be granted for serious illness, death of a passenger/close family member, or other emergencies (e.g., visa rejection) with documentation (e.g., medical certificate, death certificate). Next of kin may claim refunds in case of passenger death. Contact customer service for review.
