Srilankan airlines denied admission into flight
K K S V SOMESWAR
(Querist) 17 May 2018
This query is : Resolved
Dear Experts, Good evening.
There is a provision for online VISA to tour Malaysia for 15 days which is called eNTRI VISA. Accordingly applied for the same and got approved on 29.5.2018. Booked flight tickets on 30.5.2018 to Kaulalumpur by Srilankan Airlines. Srilankan Airlines flies to Colombo and from there Kaulalumpur. The journey was on 11.5.2018. On 10.5.2018 web check-in was done through Srilankan Airlines website. They asked so many questions for web check-in but did not ask about the VISA details. On 11.5.2018, five passengers who have eNTRI Malaysia VISA approached Srilankan Airlines to complete check-in process. The officials at the counter denied saying that eNTRI Malaysia VISA was dispensed with a week back and not valid. only E-VISA is valid to travel through Colombo. This was not asked at the time of web check in on 10.5.18 and also not alerted the passengers through SMS by Srilankan Airlines. The officials bluntly refused all the 5 passengers inspite of requests. The Srilankan Airlines gave a letter stating that they are not allowing the passengers as per their rules. On 11.5.2018 all these 5 passengers booked a direct flight in Air Asia airlines which costed them 115000 against 69000 of Srilankan Airlines since this booking was done a few weeks back. The passengers lost 115000 and also suffered mental stress as they had to attend an important function at Kualaumpur. Is there any recourse to claim this 115000 from Srilankan Airlines ? I request the experts to throw some light on this issue. thanks in advance.
Sudhir Kumar, Advocate
(Expert) 18 May 2018
Prima facie the change in rules frustrates the contract and Air Lanka could have been justified.
But the change would have been applicable to all carriers and in such case no airline would have taken you and if taken you would not have been allowed in at Malaysia.
The journey by other airlines gives a clear indication that prima-facie the Air Lanka were wrong and did unfair trade practice caused you financial loss and trauma.
Yo9u can move consumer complaint.
T. Kalaiselvan, Advocate
(Expert) 19 May 2018
As suggested by other experts, you may file a consumer court case against the Airlines which kept you under dark till the last moment about the applicable laws/rules in this regard,.
This may not come under unfair trade practice, but certainly the provisions for deficiency in service can be invoked.
