FAQ
FAQ
Payments
You need to make the balance payment within **24 hours** after receiving the email with the subject **“Urgent: Immediate Payment Required”**.
Full payment should be made within the same **calendar day** to avoid any **fare/tax difference or cancellation**. All fares are subject to change and need to be confirmed before the ticket is issued. Hence, we request you to pay the balance amount **on the same day of making the booking**.
Yes. Please contact our sales agent on 1300 359 774. Our sales agent will provide you with a **SWIFT code** and account details.
Note: Please ensure that your bank can transfer the funds to the **Fly Lanka account within 24 hours**.
A **non-refundable deposit** of **20 AUD per passenger** is charged to secure the booking. This amount will be **deducted from the airfare** when issuing the ticket.
Your ticket will be issued **upon receiving the full payment** and credited to Fly Lanka's bank account.
If you do not receive your ticket **within 24 hours** after making the payment, please call us directly at 1300 359 774.
You may make the balance payment through one of the following payment methods:
- **Bank Deposit / Transfer**
- **Pay ID**
- **BPAY**
Once the payment is done, **make sure to email us the receipt with the booking PNR**.
Travel from Australia
You need to wait for an email with the subject **“Immediate Payment Required”**. You must make the payment immediately and send the payment receipt to [email protected].
Fully vaccinated travelers are **EXEMPTED** from obtaining the mandatory COVID-19 Local Insurance cover.
However, if accompanied by **not-vaccinated/not-fully vaccinated children (12-18 years)**, you need to pay **USD 40 per test** for an on-arrival PCR test.
You can pay at the **Ministry of Health approved lab at Bandaranaike International Airport (BIA)** or any other approved lab. Alternatively, pre-pay at www.visitsrilanka.gov.lk.
More details: Sri Lanka Travel
From **1 November 2021**, **fully vaccinated Australian citizens and permanent residents** can leave Australia **without a travel exemption**.
Children under **12 years** can also depart without an exemption.
More details: COVID-19 and the border (homeaffairs.gov.au)
Bassinets can be **requested at the time of booking** but are **subject to availability** and the **airline’s discretion**.
Yes, you can. To apply for an **ETA**, visit: Sri Lanka ETA.
You should check in **4 hours** prior to your departure time. Check-in counters **close 1 hour 30 minutes before departure**.
Currently, airlines **do not accept** minors traveling alone.
For any **changes or cancellations**, email us at **[email protected]**. Our team will respond within **24 hours**.
Essential Documents - Travel from Australia
Health Declaration Form (Mandatory): All travelers must get tested **within 48 hours** of departure and upload their **RT-PCR test report** in the Health Declaration form.
If you are **fully vaccinated**, check: Fully Vaccinated Travelers Guide
If you are **not fully vaccinated**, check: Not Fully Vaccinated Travelers Guide
Mandatory ETA: Australian passport holders or Dual Citizens must apply for an **ETA** before departure. Apply here: Sri Lanka ETA Application
Travel Exemption: If you are **not fully vaccinated**, you must obtain a **mandatory travel exemption** from the Australian Border Force.
Health Declaration: All travelers must get tested **within 48 hours** of departure and upload their **RT-PCR test report** in the Health Declaration form.
If you are **fully vaccinated**, check: Fully Vaccinated Travelers Guide
If you are **not fully vaccinated**, check: Not Fully Vaccinated Travelers Guide
From **1 November 2021**, Australian citizens and permanent residents aged **12 and over** who have received **two doses of an approved vaccine** can leave Australia **without needing a travel exemption**.
Children under **12 years** and those who cannot be vaccinated for medical reasons are also exempt.
For further details, refer to: Leaving Australia - COVID-19 Border Information
Essential Documents - Travel from Sri Lanka
- ✅ Valid Passport
- ✅ Ticket Confirmation
- ✅ Australian Travel Declaration (Mandatory, to be filled **72 hours prior** to departure)
- ✅ State Declaration for Australia (If applicable)
- ✅ State Declaration in Sri Lanka (If any)
For detailed information, check:
- ✅ **Mandatory RT-PCR test** (Taken **within 48 hours** of departure from a government-approved center)
- ✅ **Valid Passport**
- ✅ **Ticket Confirmation**
- ✅ **Visa Confirmation & Travel Exemption from Australian Border Forces (TER0 Number)**
- ✅ **Australian Travel Declaration** (Mandatory, to be filled **72 hours prior** to departure)
- ✅ **State Declaration for Australia** (If applicable)
For more details, check: Australian Travel Requirements
If you are **fully vaccinated** with an **Australian Government approved or recognized vaccine**, or under **12 years of age**, you may be eligible for **reduced quarantine requirements**.
✅ **No quarantine is required** on arrival in **Victoria & New South Wales** for fully vaccinated travelers from **1 November 2021**.
Check official guidelines: Victoria Travel Info
Yes, if you are **not fully vaccinated**, the **current border restrictions will apply**, and you will need to **quarantine** on arrival in Australia.
Yes, **all international travelers must take an RT-PCR test within 48 hours** before departure.
❌ **No, you do not need to upload your RT-PCR test report in the declaration form.**
✅ **However, you must carry a physical copy of your RT-PCR test report.**
❌ **No, you do not need to pay upfront.**
For payment details, check: Victorian Travel Guidelines
Changes and Cancellation
❌ Once you have paid **5%**, as per our **Terms and Conditions**, the amount is **non-refundable**.
For any **changes or cancellations**, please email us at [email protected].
📧 Our team will respond within **24 hours**.
❌ **No, name changes are not allowed, and tickets are non-transferable.**
✅ However, if there is a **minor spelling mistake (like a missing letter or no last name)**, please contact us at 📧 [email protected].
✅ You can apply for a **refund** on our website.
📌 Please enter the following details:
- Profile Number
- Ticket Number
- PNR (Use your **Order Number**)
💻 Visit our website for refund applications.
⏳ Refund requests for **Commercial Flights** will be **reviewed by our team** once submitted via our website.
✅ Please check your **email for updates** and respond if required.
📌 **Processing time:** Minimum **20-24 weeks**.
E-Tickets
✅ Once your **full payment** is credited to our account, we will **issue your ticket** and email it to you within **24 hours**.
✅ **Leg space seats are normally chargeable.** We can request a leg space seat on your behalf, but it is **subject to the airline’s confirmation**.
📧 To request a leg space seat, email us at: [email protected]
✅ **Yes, you can do online check-in** for all international tickets unless:
- ❌ It is a **group booking**
- ❌ It is a **charter flight**
Meals
✅ Yes, you can request **vegetarian meals** at the time of booking your ticket.
📌 If you have already booked your ticket and need to request a vegetarian meal, please contact customer care at 📧 [email protected].
Wheelchair Assistance
✅ Wheelchairs can be requested at the time of **booking**. However, it is **subject to availability** and cannot be guaranteed.
📌 **Wheelchair requests are made to the airline, but they are not guaranteed.**
✅ We **do not send separate confirmations** for wheelchair requests. It is at the **airline's discretion** to provide a wheelchair depending on availability.
❌ **No, wheelchairs are only provided after check-in** and are available **until the Passenger Boarding Bridge (Ramp)**.
📌 We will **request the airline** for a wheelchair, but it is **not guaranteed** and will be at the airline's discretion.
❌ **Oxygen cylinders are not allowed on flights unless pre-approved by the airline.**
Due to **COVID-19 restrictions**, **not all airlines provide oxygen cylinders.** If the traveler **cannot fly without an oxygen cylinder**, we **do not recommend booking the ticket**.
✅ We can request **wheelchair and special assistance** (meet and assist services), but it is **subject to airline approval**.