Terms of Service


All transportation operated by Airport Express and its affiliates (“Airport Express”) are subject to the following Terms of Service (“Terms”). By agreeing to these Terms, you acknowledge and agree to be bound by the conditions of use listed below and any future revisions and additions as published at www.ae.lk By agreeing to these terms of service, you also confirm that you understand how our service works. For clarification, please refer to the “How it works” page prior to agreeing to these terms.


  • About Reservations

    Reservations from the airport are valid only for the time and date specified. Airport Express is not responsible for customer error resulting in unused reservations or missed flights. When changing the pick up or drop off location of a reservation, rates are subject to change and additional charges may apply.

  • Airport Express to the Airport

    This service is a private, direct transportation service utilizing Standard to Platinum Sedan, Mercedes, BMW, SUVs for non-stop transportation to the airport.

  • Airport Express “Meet and Greet” from the Airport

    The Airport Express representative will meet the customer in the Arrival Hall with a personalized sign/placard. The representative will assist the customer with luggage and proceed to the vehicle at the entrance to the arrival terminal.

  • Short Notice Reservations

    Short Notice Reservations are reservations made less than two hours prior to requested pickup times. We are unable to guarantee service availability or timely service for short notice reservations. Availability will depend on a variety of conditions, including pickup location, drop-off location and current vehicle availability. There are no refunds available for reservations made with less than one-hour advance notice.

  • Reservation Abandonment

    Reservation abandonment occurs when the Operator cannot find the customer at the designated pick-up location and cannot reach customer for further instruction using the “Day of Travel” contact number provided.

  • Rates

    Tolls, taxes and other fees may be excluded in the calculated cost of the ride and the customer may be responsible for additional charges.

  • Exclusive, Non-Stop Airport Transfers

    These reservations include Sedan, Mercedes BMW and SUV service. A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed. Additional stops require a charter reservation, described in the following section.

  • Charter Reservations

    The “Charter Reservations” option includes point-to-point or hourly transportation. Point to point reservations require a minimum charge plus distance-travelled charge and advance reservations. Vehicles are available based on demand and cannot be guaranteed on short notice. Hourly charters require a two-hour minimum reservation and at least one hour advanced notice. Hourly charter reservations should be made in advance to ensure availability.

  • Payments

    Customers must pay at the time of booking to secure advance reservations. Any charges processed at the time of booking are refundable following the terms outlined in the Cancellation Policy below.

  • Payments by Credit Card

    Credit card surcharges of 3% for Visa and Master Card will apply when paying by credit card.

  • Company Vouchers

    Vouchers provided by Airport Express are only valid for 3 months from date of issue or marked expiration date, whichever comes first. Expired vouchers will not be re-issued and cannot be redeemed as a form of payment.

  • Third Party Vouchers

    Airport Express permits a variety of partners to re-sell its services, including travel agents, travel aggregators, and transportation aggregators. For third party providers, terms and conditions for services and vouchers will be established by the provider, but shall not supersede the “Terms” established herein by Airport Express. It is the customer’s responsibility to ensure that the terms of any services purchased match the service for which they intend to use it, prior to any posted expiration dates. Expired vouchers cannot be redeemed as a form of payment. Refunds, changes to reservations, and billing issues on reservations made through third party travel partners and agents must be directed to the third party provider or agent firm for assistance.

  • Direct Bill

    Direct Bill accounts allow customers to book online, by phone, curbside, or in-vehicle. Accounts are billed after the reservation is complete. These accounts are typically managed as part of Corporate Accounts and require credit approval.

  • Discounts

    Discount codes are valid for use when reserving the service via www.ae.lk. They cannot be combined with other offers. They cannot be redeemed using third party providers. Discounts cannot be applied during phone reservations. Under no circumstances will a discount be applied past the expiration date.

  • Cancellations

    Customers can cancel an Airport Express reservation at any time up to 24 hours before the scheduled pickup for a full refund using the website or by calling + 94 11 555 5050 Airport Express will not provide a refund if the reservation is cancelled or changed less than 24 hours prior to pick-up time or in the event of reservation abandonment. This includes bookings made within 1 hour of pickup time.

  • Flight Cancellations and Delays Due to Airlines

    Failure to contact Airport Express with flight cancellation or delay information in a timely manner may be considered reservation abandonment and may result in forfeiture of fare. Reservations impacted by airline delays and cancellations may qualify for refund when a replacement reservation is made.

  • Luggage and Personal Items

    The customer is responsible for specifying the correct amount of luggage he or she intends to bring onto the vehicle during reservation. Failure to specify in advance may result in additional fees or the need for an additional vehicle or the inability of the company to service the reservation. Customers travelling with valuables, priceless items, and prescription drugs should keep these items in their possession during the course of the trip.

  • Luggage Restrictions

    For each passenger, at no extra cost, the following is accepted on board the vehicle:

    • 2 checked luggage pieces, such as standard suitcases and large duffel bags weighing 40 kgs or less
    • 2 carry-on items, such as purses, laptop cases, briefcases, small suitcases, and backpacks.
  • Extra Luggage and Oversized Items

    Vehicles have limited space. Because of variations in our fleet, not all items are permitted. Depending on the city’s vehicle type, the following items may incur an additional fee or may require an exclusive van reservation:

    • Large boxes, including bicycle boxes, travel trunks, and musical cases for larger instruments
    • Shipping boxes
    • Athletic equipment (surfboards, skis, snowboards, etc.)
    • Non-ADA motorized scooters
    • Pet carriers
  • Damaged Items

    Normal wear and tear to personal items is typical of the handling process during transportation. Transporting large items, such as luggage, may result in scratches, dings, and nicks. Airport Express and/or its operators are not responsible for damages such as broken pull handles/straps, broken wheels or feet or damages that are incurred as a result of over-packing, items packed improperly, or fragile items. It is the customer’s responsibility to ensure any belongings kept with customer in the main seating compartment of the vehicle are securely packed and fastened and that any breakable items are protected while using the service.

  • Lost Items

    Airport Express and its operators are not liable for lost items left behind in the vehicle by a customer. However, Airport Express does want to help customers reunite with lost items whenever possible. If an item is lost, Airport Express recommends the customer immediately contact Customer Care at + 94 11555 5050 Returning lost items may incur delivery and/or shipping charges.

  • Safety

  • Seatbelts

    Seatbelts are provided for customer safety. Airport Express requires customers to wear safety belts while inside the vehicle and it is the customer’s responsibility to ensure the seatbelt is securely fastened as required by law. Operators reserve the right to refuse service to parties out of compliance with applicable laws.

  • Vehicle Capacities

    Airport Express Sedans seat 3-4 passengers with limited luggage space. SUVs seat 4-5 passengers with limited luggage space. Mercedes, BMWs seat 3 passengers with limited luggage space. Oversized or excess luggage may require a second vehicle at additional cost. Seat capacity is limited to seats with working seatbelts. Laws prohibit loading vehicles beyond seating capacity. Any attempt to do so may require additional vehicle reservations.

  • Smoking

    Smoking is not permitted in any of our vehicles.

  • Special Handling

    Reservations are required for all Airport Express transportation services.

  • Travelling with Children

    Airport Express welcomes the opportunity to serve our younger travelers when accompanied by a responsible adult. If making an online reservation, please indicate the number of children travelling so we can reserve a seat. State laws do not allow children to ride in the lap of an adult.

  • Travelling Minors

    A parent or guardian must accompany customers under the age of 16 for the entire duration of the ride. Operators may refuse service if a child is not old enough to ride alone and is without an adult or guardian.

  • Pets

    Pets are permitted in Airport Express vehicles with advance reservations. All pets, excluding service animals, must be kenneled. Pets less than 10 kgs may be held in a lap carrier. Pets larger than 10 kgs may require an exclusive van. All pets must be properly secured within the carrier at all times. Additional pet restrictions may apply in select cities. Service animals are permitted on vehicles. Please be mindful of the vehicle size while booking rides with a service animal.

  • User Error

    The customer is responsible for providing accurate information at the time of booking. When he/she provides information for travel, the customer agrees that the information will be accurate. Airport Express is not responsible for mistakes made by customers while using the service, its official websites, or mobile applications. Confirmation emails are provided at the time of booking to allow customers to review details of their reservation in advance of the reservation. Additionally, certain locations provide automated reminder phone calls the day before pickup, allowing the customer time to cancel or make any changes four hours or more in advance of the reservation, as required by the Cancellation Policy outlined above.

  • Travel Times and Delays

    Airport Express and its partners are not responsible for significant delays in anticipated arrival due to traffic, weather, road conditions or any other unforeseen circumstances. Under such conditions, Airport Express reserves the right to cancel and refund reservations in advance of the scheduled pickup.

  • Service Advisories

    At times there may be delays and changes to normal operations due to severe weather and traffic incidences. Whenever possible, Airport Express will post information to its website, blog or other forms of communication to notify customers in advance.

  • Customer Service Concerns

    Customers are encouraged to notify us of their experience, good or bad.

  • Limitations on Compensation Following Service Failure

    Where it is determined to be company fault, customers may receive compensation in the form of a partial or complete refund, reservation credits, or through other means. In most cases where alternative transportation is taken and paid for by the customer, reimbursement will not include full refund of the original reservation but will reimburse the difference paid for the alternate mode of transportation over the original cost of the reservation with service.

  • Limitations on Compensation Following Missed Flights

    When it is determined to be company fault, Airport Express may provide compensation not to exceed $10.00 per booking for international flights. Airport Express may reimburse for overnight lodging in the event customer cannot book a flight out on the same day of travel. Reimbursement is based on the average standard room rate as dictated by management in that market. Meals and other expenses are not covered as part of reimbursement for delays or missed flights. Airport Express does not assume any responsibility for lost income or potential income and other losses resulting from missed professional or personal functions. When travelling to an important event, it is recommended to allow extra travel time by booking earlier than the recommended time to avoid delays.

  • Refunds

    For Credit Card Refunds: Once approved, a refund request is submitted within 48 hours, excluding weekends and national holidays. Thereafter, the customer’s financial institution completes the refund. The customer should refer to their financial institution to check on status of refund.

  • Your Privacy

    Your privacy is important to us. Our Privacy Policy is incorporated in this agreement and subject to these Terms and Conditions

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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