Complains against an Air Carrier/ Travel Agencies or Airport

If you are aggrieved by services or products offered by a person or an organization holding a licence, certificate or approval issued by the Director General of Civil Aviation, you may lodge a complaint against such person or organization to the Director General of Civil Aviation.

You may mail or send a fax to the Authority at:

The Director General /CEO,
Civil Aviation Authority of Sri Lanka,
No. 04, Hunupitiya Road
Colombo- 02.
Fax: +94 11 230 46 44
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

OR click here for online lodging of a complaint.

You should collect all your facts, receipts, names and phone numbers of people to whom you spoke and, most importantly, a copy of your ticket. Having this information at hand will assist in the expeditious review of your complaint. Approaching the carrier with your concerns is often a good idea as many problems can be handled quite quickly that way. In the end if you feel that you have a justifiable complaint, or if you are not satisfied with how the airline has resolved your complaint, you may bring it to the attention of the Authority.

In many instances, issues or problems may be dealt with quite quickly and simply by bringing the situation to the attention of the carrier first. Some issues such as quality of service provided by an airline should first be brought to the carrier's attention before the Authority will be able to address your complaint.

While it would be helpful to have as much information as possible concerning your air travel arrangements or any other pertinent information,  it does not prevent you from filing your complaint. However, you may encounter delays while staff researches the information that is needed to deal with the complaint. In some cases, it may be impossible to make a determination without sufficient relevant information.

The more details you can provide in your complaint, the more easily the matter can be resolved. Please see the complaint forms for details on the type of information, which you should provide for different types of complaints.

If you do not have all the information that the form requires at the time of filing, but it may take extra time to find that information and process your complaint.

No, but in practical terms it is better to bring the matter to the carrier's or Authority’s attention as early as possible. The older a complaint, the more difficult it may be to obtain necessary documents, records, or information.{slide=Are there any fees/costs to process my complaint?}There is no charge to file a complaint with the Authority

When the Authority receives a complaint, a few things must be verified before the complaint can be processed.

First, the complaint is examined to determine if it falls within the jurisdiction of any other
government department or agency. If so, then it will be referred to the appropriate organization, and at the same time you will be notified where it has been sent.

Then, it must be verified that you have first raised the issue with the air carrier. If you have not, then your complaint will be forwarded to the airline on your behalf to give the carrier the opportunity to resolve it.

If you are still not satisfied with the way in which the airline handled your complaint, then the Authority can will get involved. The nature of the complaint and the outcome that you seek will be determining factors in how the Authority deals with your complaint.

Your complaint will be reviewed to ensure that it is clear and complete. It is possible to expedite matters if you collect all the facts, receipts, names and numbers of people who were involved and, most importantly, a copy of the ticket. Having this information at hand will greatly assist in the review and resolution of your complaint.

Once the Authority has received all your relevant information, it will be forwarded to the carrier to give the airline a chance to respond. Should the air carrier raise any new issue or information, then you may be asked to respond. The Authority will try, whenever possible, to arrive at a solution acceptable to both parties.

Even if your particular complaint cannot be resolved, it will prove useful in assisting the Authority to analyze issues for the airline industry.

If you are curious about the status of your complaint at any time, you may call the Authority staff assigned to your case, using your case reference number, to get an update.

The Authority procedures for a regulatory complaint require a resolution within 60 days unless an extension is agreed to by all parties. The length of the complaint process will depend heavily on the complexity of the complaint, on the quality and accuracy of information that is provided, and the type of outcome you seek.

It is possible to expedite matters if you collect all the facts, receipts, names and numbers of people who were involved and, most importantly, a copy of the ticket. Having this information at hand will greatly assist in the review and resolution of your complaint.

Government Notice

 Ministry of Transport and Civil Aviation

National Civil Aviation Policy (Draft)

The Airspace over Sri Lanka is a public asset which has enormous potential to contribute for its socio-economic development. With clear, consistent and farsighted policies in place, the country’s airspace can be made busier and more productive with numerous activities that would demand a variety of ground support, services and resources triggering the country’s growth engine to spin faster producing wider socio-economic benefits. It is with above the objective in mind, that the National Policy for Civil Aviation has been drafted at the instruction of the Hon. Minister of Transport and Civil Aviation and under the guidance of the Hon. Prime Minister’s office, in close coordination and consultation with a representative group of all key stakeholders involved in aviation, setting out the overall objectives of the Government for civil aviation and the high-level policies that should be used to achieve those primary objectives on midterm and long term basis.

One of the main objectives of the proposed National Civil Aviation Policy is to improve the air connectivity enhancing the accessibility to any part of the country from any corner of the world so that Sri Lankan community may enter and compete successfully in the globalized air transport market for economic growth opportunities. Accordingly, the draft civil aviation policy framework proposes opening up of Sri Lanka’s skies to the rest of the world for international commercial traffic on the basis of reciprocity aiming at enhanced connectivity and accessibility. Also the draft National Policy encourages private sector to invest in the development of aviation infrastructure including construction, operation and maintenance of civil airports. It also proposes permitting local private airlines that satisfy the applicable international safety and security requirements to operate international commercial scheduled passenger flights in competition with foreign carriers aiming at securing and consolidating the country’s share international air transport market.

The draft National Civil Aviation Policy document deals with a variety of subjects in greater detail. 

  •    International Air Transportation
  •    Custom Duties
  •    Taxation applicable to International Airlines           
  •    Domestic Air Services
  •    Maintenance, Repair and Overhaul Organizations (MRO)
  •    General Aviation
  •    Stakeholder Participation in Aviation Development
  •    Designation of Airspace for Special Use
  •    Off-shore operations
  •    Airport Infrastructure
  •    Airport Master Plans
  •    Air Cargo Transshipment
  •    Land Use Planning
  •    Air Space Management
  •    State Aviation Safety Programme (SASP)
  •    Aviation Security
  •    Civil-Military Coordination
  •    Facilitation at Airports
  •    Human Resources Development
  •    Public Private Participation and Investment Promotion
  •    Consumer Protection
  •    Regulation of air cargo industry
  •    Access for Persons with Reduced Mobility and Special Needs
  •    Multi-Modal Transportation
  •    Environmental Safeguards
  •    International Conventions

The complete draft of the National Civil Aviation Policy paper can be downloaded from the Official website of the Civil Aviation Authority of Sri Lanka at http://www.caa.lk/images/stories/Policy/NCAP_SL_DEC_2016-E-Final.pdf - (Pl click here for SINHALA or TAMIL version). Members of the public who are interested in contributing to the refinement of the objectives, principles and idea in the draft National Civil Aviation Policy document are kindly advised to submit their views, comments or suggestions to the following address either in writing or by e-mail on or before 30th April 2017.

Director General of Civil Aviation and Chief Executive Officer
Civil Aviation Authority of Sri Lanka
No.4, Hunupitiya Road,
Colombo 02.
Email : dnacp@caa.lk 


Nihal Somaweera


Ministry of Transport and Civil Aviation

Sethsiripaya Stage II





Procurement Notices

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