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Frequently Asked Questions

  • Can anyone make a reservation and use Airport Express?

    Yes, anyone can make a reservation and use Airport Express.

  • What does "meet and greet" mean?

    "Meet and greet" means you have made a reservation ahead of time and an AE representative will be waiting for you at the Arrival Hall.

  • Where does the driver typically meet me at the airport?

    For the "meet and greet" service, the driver will meet you outside the baggage claim.

  • What if my flight’s arrival is delayed?

    Our sophisticated tracking system tells us when a flight is delayed. If you have reserved a Sedan, it will not be dispatched until the flight arrives. There are no additional charges if your flight is delayed.

  • Is Airport Express a shared ride service?

    We are a private Sedan transfer service. You and your party will not share your ride with other passengers, unless your reservation is made through Airport Shuttle Service.

  • Why should I register with www.ae.lk ?

    Registering with us will ensure that we have all your important information including frequently used addresses, Frequent Flyer accounts, etc., making future reservations with us quicker and easier. You will also be able to view previous reservations, cancel your reservation online, or view the details of your reservation.

  • Do I have to register?

    You do not need a www.ae.lk profile to make a reservation. However, registering with our website allows you to store information in your profile (addresses, credit cards, airline rewards, etc.) meaning that in the future your information will be pre-filled, saving you time.

  • When I make a reservation online, why do I have to pre-pay?

    Pre-payment has become the industry standard for travel related reservations made online. Pre-payment helps us reduce no-shows, reduce fraudulent reservations and keep costs down. In addition, pre-payment is a much easier and more convenient way for our guests to use our service. We recognize that the majority of our guests prefer to pay for travel expenses by credit card. Once you arrive at your destination, you simply sign for the ride instead of waiting for change or credit card approval.

  • What if I need to cancel my reservation?

    We understand your travel plans may change. With that in mind, Airport Express has a very simple cancellation policy - regardless of whether you made your reservation online or via our number, just give us 24 hours’ notice prior to pick-up time and we will give you a full refund. Refunds normally show up on your credit card account within 3-5 business days. Unfortunately, Airport Express cannot refund payment if cancelled with less than 24 hours’ notice prior to pick-up time or in the event of a no-show. At this time, only reservations that were made on our website by registered users can be cancelled online. If you are not a registered user and you need to cancel a reservation, please contact us at + 94 11 555 5050

  • Can I use Direct Billing (DB)?

    Yes. For our corporate accounts, we are happy to arrange a Direct Bill account. Simply select the payment type on our website and enter your DB account number. Your account administrator may have assigned a password to your account. If so, you will be prompted for the password.

  • Is my information secure?

    Yes. Keeping your personal information and any credit card information secure and confidential is one of our most important responsibilities. Any information that is exchanged between your computer and our server during the reservation process is SSL encrypted. This can be verified by several methods.

  • What are the restrictions on luggage?

    Our luggage policy closely follows that of airlines. A good rule of thumb is two checked bags and one carry on. If your checked bags exceed 40 kgs or the total dimensions for the checked bags exceed 30 cm (add length + width + height), or if you'll be carrying a surfboard, crate, skis or other large items, please call our reservation centre for special instructions.

  • Do I need to bring child seats?

    Child Seats: If you are travelling with children, we strongly recommend the use of child safety seats. If a child seat is required and not provided by you, we are unable to provide the required service.

Need any help? Contact us now!

We are happy to answer any questions you may have. Please contact us and one of our friendly, knowledgeable representatives will assist you.

If you have any questions regarding fares, destinations, service areas, confirmations or any other reservation specific questions, please access book@ae.lk or contact us on + 94 11 555 5050

Please do not send your credit card information via email correspondence. Instead, please use our online booking agent or call us on the number mentioned above.


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