[Helsdaz]

Booking reservation number: ‎MUUB5H
Tickets booked 11th December 2017 - Cost per ticket 24033 Indian Rupees
Excess Baggage charge 61515 Indian Rupees.
In December we booked our Sri Lankan Airlines tickets from Trivandum (India) to Narita (Japan) for 31st March 2018. We then attempted to clarify whether they would take our trikes as mobility devices, which according to their website, carriage is free. Finally after 6 weeks,
Sandakumari Ekanayake, Senior Customer Affairs Executive (Customer Affairs), SriLankan Airlines Ltd agreed the following “Please note since this has no safety concern due its operated manually, hence we could load the trikes as a normal mobility aid”. However on 31st March, despite arriving early, our treatment was unpleasant, stressful and personally invasive. Despite no information on the website or from Mr Sandakumari Ekanayake to support this, we were asked for medical certificates and questioned about our medical issues. The staff, VR Aneeshb, Airport Service Assistant and AK Subin, CSA1, decided that our email proof from Sandakumari Ekanayake was insufficient and to fly we had to pay 61515 Indian Rupees. We barely made our flight since it had taken over 3 hours to be booked in. Since our flight I have attempted to complain to Sri Lankan Airlines using FB, twitter, Airlines reservations and their feedback site and emails but the only response I have received is from Sandakumari Ekanayake (it took 24 days) telling us we failed to comply with Sri Lankan Airlines policy regarding mobility devices which he had not mentioned in his emails and which we can't find on their website. Had we known the policy and felt unable to comply, we could have simply purchased a 3rd ticket or purchased discounted additional baggage.
I have repeatedly asked Sri Lankan Airlines for details regarding their complaints procedure, their customer services procedures, contact details and details of the Regulatory body for their Airlines but all have been ignored. Our complaint is being dealt with by Sandakumari Ekanayake who gave us incomplete information in the first place.