{"id":48169,"date":"2015-09-26T04:11:49","date_gmt":"2015-09-26T11:11:49","guid":{"rendered":"http:\/\/www.lankaweb.com\/news\/items\/?p=48169"},"modified":"2015-09-26T04:11:49","modified_gmt":"2015-09-26T11:11:49","slug":"beware-of-travelling-air-lanka-booking-changed-due-to-computer-glitch-flight-ul503-on-05-august-2015-acts-of-sri-lankan-air-line-staff","status":"publish","type":"post","link":"https:\/\/www.lankaweb.com\/news\/items\/2015\/09\/26\/beware-of-travelling-air-lanka-booking-changed-due-to-computer-glitch-flight-ul503-on-05-august-2015-acts-of-sri-lankan-air-line-staff\/","title":{"rendered":"Beware of Travelling Air Lanka \u2013 Booking changed due to Computer Glitch?? Flight UL503 on 05 August 2015 & ACTS OF SRI LANKAN AIR LINE STAFF"},"content":{"rendered":"

RE: Computer Glitch.<\/em><\/span><\/h2>\n

This Computer Glitch occurred in the Sri Lankan Air line computer system may be the Worlds first computer Glitch ever occurred, as it affects only one individual customer. I live in Australia and most Air lines including Qantas, Virgin and other Air Lines close the entire Air Line ticketing system when a computer glitch of this nature occurred, as with my 30 years of computer knowledge a computer glitch never occurs to one individual customer in a Air Line ticketing system.<\/p>\n

This is a cover up, and I advice you to take\u00a0up this with the relevant authorities in UK and in Sri lanka to unearth this corrupt practice of the Air Line staff also you may take up this with IATA and complain to them.<\/p>\n

Few years back my wife and daughter travelled in Business Class with Sri Lankan Air Lines and on their way back they were demoted to Economy and the two seat were given to some others by the Air Line Staff. But they failed to do their dirty deal as I telephoned the then Chairman of the Air line and complained to him. Sri lanka Air Line is\u00a0Few years back my wife and daughter travelled in Business Class with Sri Lankan Air Lines and on their way back they were demoted to Economy and the two seat were given to some others by the Air Line Staff. But they failed to do their dirty deal as I telephoned the then Chairman of the Air line and complained to him. Sri lanka Air Line is\u00a0now going loosing it’s reputation as one of the best\u00a0 with these corrupt activities and very soon people will stop flying the Airline. I never use the Sri Lankan Airline after that incident.
\nDr. Upasiri de Silva<\/p>\n

All other Email Communications<\/p>\n

From: milni@outlook.com<\/a>
\nTo: obasithanna@yahoo.com<\/a>; shri.jayawardena@srilankan.com<\/a>; inga.rodrigo@srilankan.com<\/a>; yohan.pathirana@srilankan.com<\/a>; troncy.nanayakkara@srilankan.com<\/a>;<\/p>\n

Subject: RE: UL503\/05 August 2015 & ACTS OF SRI LANKAN AIR LINE STAFF
\nDate: Wed, 23 Sep 2015 01:28:47 +0100<\/strong><\/p>\n

Below is the Email we had from Inga Rodrigo [ <\/strong>Manager Customer Affairs (Customer Affairs) | SriLankan Airlines Ltd.\u00a0 Mktg-Customer Affairs, Airline Centre, Bandaranaike International Airport, Katunayake, Sri Lanka.\u00a0 Tel: +94197331315 | Mobile: +94710211315<\/a> | Fax: +94 19733 5145
\nE-Mail: inga.rodrigo@srilankan.com<\/a> | Web: www.srilankan.com<\/a>\u00a0]\u00a0\u00a0 \u00a0in Sri Lankan on the 9\/Sep\/2015\u00a0 : She\u00a0was \u00a0saying\u00a0 Computer GLITCH\u00a0\u00a0and it \u00a0had issued a\u00a0\u00a0\u00a0ticket and system itself has\u00a0 found a FREE EMD number\u00a0 and generated ticket number.<\/p>\n

Then\u00a0 Shri Jayawardena (Mrs) – Customer Relations Executive [\u00a0SriLankan Airlines Ltd. 7th<\/sup> Floor,\u00a0 1 Lampton Road,\u00a0 Hounslow\u00a0 TW3 1JB\u00a0 United Kingdom ] –
\non her email to us on the 1 Sep 2015\u00a0\u00a0 written\u00a0 below\u00a0 said\u00a0 ” Please note our Refunds Department has informed me that only one EMD 603 8200360755 had been processed as a refund.<\/p>\n

The other EMD 603 8200344284 had been utilised on 04August 2015 to issue ticket number 603 2107467210<\/a>. ”<\/p>\n

When we asked\u00a0 her (Shri Jayawardana)\u00a0 passenger’s \u00a0name\u00a0 of this\u00a0 tick number but \u00a0She refused to\u00a0 name the passenger<\/strong> .<\/p>\n

Ingo Rodrigo\u00a0 saying\u00a0 that Passengers ( Mother and the underage Child)\u00a0 came to the Air port\u00a0 12.05PM.<\/strong>\u00a0 This is a white lie.<\/strong><\/p>\n

We have proof\u00a0 that\u00a0 they came at least\u00a0 between\u00a0 10 – 11 AM. We will\u00a0 produce those evidence soon.<\/strong><\/p>\n

    \n
  1. They( Sri Lankan Staff) \u00a0should\u00a0 get\u00a0 their\u00a0 CCTV\u00a0 recodes and\u00a0 check it.\u00a0<\/strong><\/li>\n<\/ol>\n

    2 . They(Sri\u00a0Lankan) \u00a0should Produce the\u00a0 Computer records\u00a0of this \u00a0“malfunctioned event” of there\u00a0 computer system , including full error logs,\u00a0 full system details , company\u00a0\u00a0that \u00a0had developed\u00a0 Sri Lankan System\u00a0 with their\u00a0 details.\u00a0\u00a0 <\/strong><\/p>\n

    We\u00a0\u00a0 are still\u00a0 waiting\u00a0 to receive the\u00a0 refund\u00a0\u00a0of\u00a0 the of the ticket\u00a0 which was tried to ROB by\u00a0 the Staff in Sri Lankan\u00a0 Air Line !<\/p>\n

     <\/p>\n

    =============================================================================================================
    \nFrom:     inga.rodrigo@srilankan.com<\/a>
    \nTo:     milni@outlook.com<\/a>
    \nCC:     shri.jayawardena@srilankan.com<\/a>; yohan.pathirana@srilankan.com<\/a>; chanaka.olagama@srilankan.com<\/a>; subodani.weerarathna@srilankan.com<\/a>
    \nSubject: FW: UL503\/05 August 2015 & ACTS OF SRI LANKAN AIR LINE STAFF
    \nDate: Wed, 9 Sep 2015 11:15:16 +0000<\/p>\n

    Our Ref: CMB\/11906\/07082015\/1508793470<\/p>\n

    Dear Mr Gunasekara,<\/p>\n

    We write with reference to your mail below.<\/p>\n

    It has been established that one of the EMD\u2019s issued to you as compensation for the denial of boarding while traveling from London to Colombo on UL504\/16 July 2015 has been erroneously \u00a0made as used by the system due to a technical glitch<\/u>. This has been now rectified and we have authorized our colleagues in London to proceed with the refund of the said EMD to your family member. Please accept our sincere apologies for any inconvenience caused due to this incident.<\/p>\n

    Our further investigations carried out confirm that your wife and child have reported to the Check in Counters approximately at 1205 by which time the counter has been already closed as informed to you in our previous response<\/p>\n

    However considering the possible inconvenience caused \u00a0to your family in the event of denial boarding, we have made arrangement to accept them for the flight even after the counter closure thus, we were compelled to provide them with the last two available seats which have been away from each other.<\/p>\n

    Mr Gunasekara, we hope you understand that we have no reason to keep your family on standby for Check in if they have reported to the flight \u00a0at 10.30 hours which was 2.30\u00a0 hours prior to schedule time of departure. Further we would like to inform that no passengers have been kept on standby for this flight.<\/p>\n

    Nevertheless we are sorry for not meeting your family expectation on this occasion and \u00a0we value their patronage and hope that we may have the pleasure of being at their service once again on a future occasion.<\/p>\n

    Thank you.<\/p>\n

    Yours Sincerely,<\/p>\n

    Inga<\/p>\n

    Inga Rodrigo – MCA<\/strong><\/p>\n

    Manager Customer Affairs (Customer Affairs) | SriLankan Airlines Ltd.
    \nMktg-Customer Affairs, Airline Centre, Bandaranaike International Airport, Katunayake, Sri Lanka.
    \nTel: +94197331315 | Mobile:     +94710211315<\/a> | Fax: +94 19733 5145
    \nE-Mail:     inga.rodrigo@srilankan.com<\/a> | Web: www.srilankan.com<\/a><\/p>\n

    Date: Tue, 22 Sep 2015 22:50:19 +0000
    \nFrom:     obasithanna@yahoo.com<\/a>
    \nTo:     milni@outlook.com<\/a>; shri.jayawardena@srilankan.com<\/a>; inga.rodrigo@srilankan.com<\/a>; yohan.pathirana@srilankan.com<\/a>; troncy.nanayakkara@srilankan.com<\/a>; ps@presidentsoffice.lk<\/a>; dimunge@hotmail.com<\/a>; cs@presidentsoffice.lk<\/a>; pmo@pmoffice.gov.lk<\/a>
    \nCC:     upasiri@bigpond.com<\/a>; secretariat@srilankaembassy.be<\/a>; dambaraamila@gmail.com<\/a>; subodani.weerarathna@srilankan.com<\/a>; jayabimalanka@hotmail.co.uk<\/a>; ranapriya007@gmail.com<\/a>; daya.hewapathirane@gmail.com<\/a>; skd140@hotmail.com<\/a>; tilakfernando@gmail.com<\/a>
    \nSubject: Re: UL503\/05 August 2015 & ACTS OF SRI LANKAN AIR LINE STAFF<\/p>\n

    Sri Lankan might still have the “Ata Pass” fools & Bxxxxxx, and they don’t care about the customer service or the future of the Air Line.<\/p>\n

    They only bend to dirty politicians.<\/p>\n

    They will deny all the mistake they do, that is how they’ve been treating \u00a0many \u00a0decent passengers.<\/p>\n

    Let us know if they admit any!<\/p>\n

    From:<\/strong> Milni Gunasekara <milni@outlook.com<\/a>>
    \nTo:<\/strong> “    shri.jayawardena@srilankan.com<\/a>”
    \nSent:<\/strong> Wednesday, 2 September 2015, 0:13
    \nSubject:<\/strong> RE: UL503\/05 August 2015 & ACTS OF SRI LANKAN AIR LINE STAFF<\/p>\n

    Dear Mrs Jayawardena<\/p>\n

    RE: SRI LANKAN AIR LINE STAFF AND CUSTOMER SERVICE<\/strong><\/p>\n

    Further to your email, I would like to urge you to request an inquiry to uncover this forged action by\u00a0 informing the law enforcement authorities\u00a0 in Sri Lanka as well as in the United Kingdom, as they have used the name of my spouse and the EMD number.<\/p>\n

    My spouse and daughter had two return tickets that was purchased from Expedia (as cooperate purchase), and there is no reason to\u00a0 utilize\u00a0 any of those EMD numbers.<\/p>\n

    It looks like that \u00a0a member\/s of Sri Lankan Airline\u00a0 staff\u00a0 has\u00a0 acted\u00a0 to\u00a0 complete this forged\u00a0 transaction. \u00a0Although I had heard of Sri Lankan\u00a0 staff’s \u00a0involvement in similar dodgy activities, I had never imagined that \u00a0my family would become a victim of \u00a0the rogue\u00a0 Sri Lankan Staff.<\/p>\n

    Please can you send us the name and address\u00a0of\u00a0 the Ticket Purchaser<\/u>\u00a0 and the Sri Lankan Staff who did complete<\/u> the utilization process and any other relevant information to initiate legal action. <\/strong><\/p>\n

    In addition to the above Ticket issue, My Underage Child and the Spouse\u00a0 had to go through\u00a0 another Saga when they were at Sri Lankan Air Line counter in Colombo.<\/p>\n

    We have also requested you and the Sri Lankan airline staff in Sri Lanka to investigate separately,\u00a0 why they\u00a0 had separated underage daughter\u00a0 from her mother on the way to London from Colombo, and why \u00a0they had\u00a0 given\u00a0 their \u00a0two confirmed\u00a0 seats\u00a0 to others ! and so on.<\/p>\n

    Explanation given by Sri Lankan \u00a0Staff \u00a0[ Subodani Weerarathna (Indika) <\/strong>Customer Affairs Supervisor ] in your email is not true. No one has\u00a0 explained why they have separated the Child from the mother.<\/p>\n

    “According to our reports your \u00a0family had reported to Check in Counters around 1205 hours after the counter closure. Thus we were not able to accept them to the flight as our flight was already \u00a0finalized at 12noon.”<\/p>\n

    Above quoted explanation by Subodani Weerarathna is an absolute lie and they came to the Air Port around 10.30 AM. There are many witnesses including\u00a0 some passengers that are available to prove that your staff was lying. \u00a0However, as soon as they (Spouse and the daughter) came in they have joined the queue . \u00a0<\/strong><\/p>\n

    According to many who had flown with Sri Lankan Air Line, \u00a0this type of \u00a0menial \u00a0actions are very common.\u00a0 <\/strong><\/p>\n

    I did telephone and\u00a0 try to get the answers from a \u00a0few male \u00a0Staff members and a\u00a0 few\u00a0 female Staff , of which one happend to be a Director Customers Services etc called Mr Olagama, who promised me that he would contact \u00a0me within 24-48 hours, but I did not hear from him at all.\u00a0\u00a0\u00a0 Another one male staff\u00a0 gave me \u00a0the Name (Shacini Fernando) who did\u00a0 the dodgy act on the checking counter.\u00a0 Among\u00a0 the ones I spoke to on the record are :<\/p>\n

    Inga Rodrigo-Manager Customer Affairs \u00a0\u00a0–\u00a0 \u00a0+94710211315<\/a>\u00a0 \u00a0<\/strong>inga.rodrigo@srilankan.com<\/strong><\/a><\/p>\n

    Yohan Pathirana \u2013 Manager Airport Service Delivery (Departure)\u00a0 +94710210989<\/a>\u00a0<\/strong>yohan.pathirana@srilankan.com<\/strong><\/a><\/p>\n

    Troncy Nanayakkara \u2013 Airport Service Manager (Ramp)\u00a0 +94710212430<\/a>\u00a0\u00a0\u00a0\u00a0<\/strong>Troncy.nanayakkara@srilankan.com<\/strong><\/a><\/p>\n

    Mr Olagama – 0197 -332004 – So called Director\u00a0 was in London as the Manger according to himself.<\/strong><\/p>\n

    Maffhiya Anis \u00a0 – Acting head of customer service <\/strong><\/p>\n

    However, I would like to have a written explanation to the following actions\u00a0 taken by the Sri Lankan Air Line Staff in Colombo:<\/p>\n

    1) Why did\u00a0 your staff told\u00a0 the underage child and the mother that they were on Stand-By ? and By Who?<\/strong><\/p>\n

    2) Having\u00a0 received the confirmation of allocation of two seats adjacent to each other on the 4th of August 2015, why did your staff cancel\u00a0 that allocated seat ? and Who took that action\u00a0 and under whose instruction ?<\/strong><\/p>\n

    3) Why did your staff \u00a0keep an underage Child and the mother at the counter standing from 10.30am to 12.30 pm? and \u00a0By who ! <\/strong><\/p>\n

    4) Why did Sri Lankan Staff keep their baggage until the last minute? and we also found that two of the bags had got damaged\u00a0 too.<\/strong><\/p>\n

    For the benefit of all Sri Lankan passengers who do get treated in such a menial way by Sri Lankan Air Line staff, we are demanding you to issue a written apology \u00a0clearly stating each mistake you have done. We would also suggest \u00a0that \u00a0Sri Lankan Air Line Management\u00a0 take necessary action to learn and implement a decent customer service structure\u00a0 which\u00a0 is clearly transparent to regular passengers.<\/p>\n

    We look forward to hearing from you with the\u00a0 answers and solutions .<\/p>\n

    Yours Sincerely<\/p>\n

    D Gunasekara<\/p>\n

    CC: Expedia Group<\/p>\n

    Oneworld \u00a0Airline Alliance<\/p>\n

    From: shri.jayawardena@srilankan.com<\/a>
    \nTo:     dimunge@hotmail.com<\/a>
    \nSubject: FW: Gunasekara ** UL503\/05 August 2015
    \nDate: Tue, 1 Sep 2015 16:53:21 +0000<\/p>\n

    Our Ref: CMB\/11906\/07082015\/1508793470 \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/strong><\/p>\n

    WITHOUT PREJUDICE<\/strong><\/p>\n

    Dear Mr Gunasekara<\/p>\n

    We write with reference to our conversation regarding the seat allocation for your spouse and daughter at Colombo Airport.<\/p>\n

    Herewith I am forwarding the email once again which had been sent to you on 07August 2015 by our Customer Affairs colleague in Colombo.<\/p>\n

    Please note our Refunds Department has informed me that only one EMD 603 8200360755 had been processed as a refund.<\/p>\n

    The other EMD 603 8200344284 had been utilised on 04August 2015 to issue ticket number 603 2107467210<\/a>.<\/p>\n

    If you need any other information please do not hesitate to contact me.<\/p>\n

    Yours sincerely<\/p>\n

    Shri Jayawardena (Mrs)<\/p>\n

    Customer Relations Executive<\/p>\n

    SriLankan Airlines Ltd.<\/p>\n

    7th<\/sup> Floor,\u00a0 1 Lampton Road,\u00a0 Hounslow\u00a0 TW3 1JB\u00a0 United Kingdom<\/p>\n

    Tel: +44 ( 0 ) 208 5382000<\/a> | Fax: +44 ( 0 ) 208 572 0808<\/a><\/p>\n

    E-Mail: shrij@srilankan.com<\/a>\u00a0 | Web: www.srilankan.com<\/a><\/p>\n

     <\/p>\n

    From:<\/strong> Indika Subodani Weerarathna
    \nSent:<\/strong> Friday, August 07, 2015 2:22 PM
    \nTo:<\/strong> ‘    dimunge@hotmail.com<\/a>‘
    \nCc:<\/strong> Mifthiya Anis – CAM
    \nSubject:<\/strong> UL503\/05 August 2015<\/p>\n

    Our Ref: CMB\/11906\/07082015\/1508793470<\/strong><\/p>\n

    Dear Mr Gunasekara<\/p>\n

    We write with reference to your verbal complaint which was made on 06th<\/sup> August 2015 to our Customer Affairs Manager Mrs \u00a0M. Anis.<\/p>\n

    Firstly our apologies for any inconvenience faced by your daughter & spouse during their recent travel with us.<\/p>\n

    Our perusal in to your complaint reveals that our \u00a0flight, UL503\/05 August \u00a02015 was scheduled to depart from Colombo at 1300 hours. Generally the Check in Counters are closed 01 hour \u00a0prior to scheduled departure time. Accordingly our Check in Counters were closed at 12 noon for the said flight.<\/p>\n

    According to our reports your \u00a0family had reported to Check in Counters around 1205 hours after the counter closure. Thus we were not able to accept them to the flight as our flight was already \u00a0finalized at 12noon.<\/p>\n

    However our colleagues at Check in Counters had gone to extra mile and obtained permission to reopen Check in Counters to accept your family. We are sure that you will agree with us that we need to have a \u00a0reasonable time period to get clearance to accept passenger after flight finalized.<\/p>\n

    Further please note that generally we release pre reserve seats at the \u00a0last minute when passengers are not show up to the flight until flight finalize. Accordingly their pre-reserved seats also had been released as they had not turned up to \u00a0the flight until counter closed.<\/p>\n

    Consequently when our colleagues had been granted permission to accept your family only 02 seats were available in economy class cabin as it was almost \u00a0fully booked flight. Hence our colleagues were compelled to accept your family with said \u00a0\u00a0seats.<\/p>\n

    However we are sorry if you are not happy with the manner of handling said scenario.<\/p>\n

    Further we thank you for taking your valuable time to write us and giving us an opportunity to explain and \u00a0we value their patronage and hope that we may have the pleasure of being at their service again on a future occasion.<\/p>\n

    Thank you.<\/p>\n

    Yours faithfully,<\/p>\n

    Subodani Weerarathna (Indika)<\/strong><\/p>\n

    Customer Affairs Supervisor (Customer Affairs) | SriLankan Airlines Ltd.
    \nMktg-Customer Affairs, Airline Centre, Bandaranaike International Airport, Katunayake, Sri Lanka.
    \nTel: +94 19733 1398 | Mobile: +94 (Mobile) | Fax: +94 19733 5145 (Fax)
    \nE-Mail:     subodani.weerarathna@srilankan.com<\/a> | Web: www.srilankan.com<\/a><\/p>\n

    Please acknowledge receipt of this mail<\/a><\/em><\/strong>
    \nBook your next SriLankan Airlines flight from the convenience of your home or office at www.srilankan.com<\/u>
    \n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

    RE: Computer Glitch. This Computer Glitch occurred in the Sri Lankan Air line computer system may be the Worlds first computer Glitch ever occurred, as it affects only one individual customer. I live in Australia and most Air lines including Qantas, Virgin and other Air Lines close the entire Air Line ticketing system when a […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[12],"tags":[],"class_list":["post-48169","post","type-post","status-publish","format-standard","hentry","category-forum"],"_links":{"self":[{"href":"https:\/\/www.lankaweb.com\/news\/items\/wp-json\/wp\/v2\/posts\/48169","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.lankaweb.com\/news\/items\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.lankaweb.com\/news\/items\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.lankaweb.com\/news\/items\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.lankaweb.com\/news\/items\/wp-json\/wp\/v2\/comments?post=48169"}],"version-history":[{"count":0,"href":"https:\/\/www.lankaweb.com\/news\/items\/wp-json\/wp\/v2\/posts\/48169\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.lankaweb.com\/news\/items\/wp-json\/wp\/v2\/media?parent=48169"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.lankaweb.com\/news\/items\/wp-json\/wp\/v2\/categories?post=48169"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.lankaweb.com\/news\/items\/wp-json\/wp\/v2\/tags?post=48169"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}