I had booked a return ticket from mumbai to melbourne for leaving on 25th may'19 and return on 6th june'19 on srilankan airlines
thru coral holidays (Navi mumbai). My wife and self were traveling to attend the convocation of my son's masters degree in melbourne.
The amount was fully paid thru the agent and my ticket was confirmed. The website of the airlines showed the ticket was confirmed.
On the day of the travel when i contacted the airline for confirmation they informed me that the agent had canceled the ticket. Even though the online website of the airlines showed "confirmed".
The airline informed me that the ticket was canceled on the 8th may'19, however there was no information to me regarding the cancellation nor was any consent taken for the cancellation. The website showed "confirmed" even then!!. I asked the airline why was it showing confirmed, they were not able to give any answer regarding the same but said that it was canceled.
I tried to contact the travel agent thru whom the ticket was booked, but his phone was not reachable, and his office was locked.
I was all packed up and ready to leave that day, i also had stay bookings done and taken travel insurance for that period.
If the airlines had informed me regarding the cancellation it would have saved me and my wife a lot of agony, loss of money and embarrassment.
1. Is the airline not liable to inform the passenger for any cancellation or booking done in his/her name? I am sure the kyc details are available with the airlines while booking the tickets.
2. Are they not liable for misinforming thru their website that the ticket was 'confirmed" even when it was canceled? Had i known that the ticket was canceled on the 8th i could have made alternate arrangements to travel and avoided huge monetary losses.
3. Since the airlines appoint agents for booking tickets, is it not the responsibility of the airlines to ensure a transparent dealing with the passengers, especially when they can be put to a lot of inconvenience and monetary loss during cancellations of confirmed tickets?
I will appreciate your assistance in taking this up with the airlines and helping me out.
SriLankan Airlines customer support has been notified about the posted complaint.