Information for Industry Stakeholders
Airlines, Travel agents & Visa
Travel Agencies
Air Transport Providers (Passenger) License
As per the Civil Aviation Act No. 14 of 2010, no person shall carry on the business of air transportation without a valid license issued by Director General of Civil Aviation. Accordingly, it is mandatory for a travel agency to hold a valid license for the sale of airline tickets in Sri Lanka.
Payments
Payment should be made after CAASL forwards the invoice to you. Please note that bank deposits or online bank transfers are not accepted. You can proceed with online card payments, or make payments in cash, by cheque, or via QR code to the CAASL shroff before 3:00 PM on working days. The receipt should be submitted to the Air Transport & Economic Regulation Section upon payment.
Bank Guarantees
To obtain a bank guarantee for the Air Transport Providers (Passenger) License, you can provide the sample bank guarantee and the two directives which mention the bank guarantee requirement to the bank (Link-How to obtain travel agency license?). Please note that CAASL will not provide any individual letters or emails to travel agents or to banks in order to obtain a bank guarantee from the bank.
How to obtain a travel agency license?
- Application for Permission to carry on the business of Air Transportation in Sri Lanka (New travel agency)
- Guide to Obtain Air Transport License (SLCAP 8001)
- Sample Recommendation Letter
- Sample Bank Guarantee
- Collection of Air Transport Providers (Passenger) License
- Directive on Conduct of the business of Air Transport by Travel Agents registered with Civil Aviation Authority of Sri Lanka (CAASLAT_01_2019)
- Directions (CAASLAT_01_2015)
- Conducting Business Activities with Non-Licensed Travel Agents_CAASLAT_02_2009
- Gazette_1993_11_19
- Gazette_1996_06_21
- Gazette_2003_07_22
- Provision of GDS Connection (CAASLAT_01_2009)
Important: The bank guarantee provisions are outlined in CAASLAT_01_2019 and CAASLAT_01_2015. You may provide these documents with the sample bank guarantee to the bank when obtaining the guarantee.
How to renew a travel agency license?
- Renewal application form of Air Transport Providers (Passenger) License (Travel agency)
- Employment statistics form
- Renewal checklist
- Sample Bank Guarantee
- Collection of Air Transport Providers (Passenger) License
- Directive on Conduct of the business of Air Transport by Travel Agents registered with Civil Aviation Authority of Sri Lanka (CAASLAT_01_2019)
- Directions (CAASLAT_01_2015)
- Conducting Business Activities with Non-Licensed Travel Agents_CAASLAT_02_2009
- Guide to Obtain Air Transport License (SLCAP 8001)
- Gazette_1993_11_19
Note: The bank guarantee provisions are outlined in CAASLAT_01_2019 and CAASLAT_01_2015. You may provide these documents with the sample bank guarantee to the bank when obtaining the guarantee.
Airlines
Airline License/Charter License/Private Operations License/FAL
Application for Airline License/Charter License/Private Operations License/FAL (information only).
AdHoc Commercial Flights
Visa Matters
Directions
Notice for Ticketing Agents
CAASL now accepts applications for new ticketing agencies, renewals, and other relevant documents via email. Please send the required documents to This email address is being protected from spambots. You need JavaScript enabled to view it.. Once all requirements are met, you will receive a payment link for online card payment. After making the payment, please forward the e-receipt to the above email address.
For any inquiries regarding travel agency matters, please also contact us at This email address is being protected from spambots. You need JavaScript enabled to view it..
Citizens Client Charter
Information to General Public
Advice for the public
- The general public is advised to purchase air tickets only from travel agencies approved by the Civil Aviation Authority of Sri Lanaka (CAASL). Please check our license before purchasing a ticket.
Sample License
- You can check the list of approved ticketing agency list from the following link.
How to get CAASL assistance?
How to File an Air Transport Complaint to the Civil Aviation Authority of Sri Lanka (CAASL)
Step 1: Identify the Issue
Before filing a complaint, ensure that your issue is related to air transport and falls under the jurisdiction of the CAASL . CAASL can assist you in following areas.
- Flight Delay
- Flight Cancellation
- Denied Boarding
- Lost Baggage
- Delay Baggage
- Damage Baggage
- Issuance of non-valid Air Ticket
- Not informing of the condition of carriage in a ticket
- Complaints pertaining to Airline Services
- Complaints pertaining to airport services
Step 2: Contact the Airline/Travel Agent First
Many complaints can be resolved directly with the Airline or Travel Agent. If your issue involves flight delays, cancellations, or other service-related matters:
- Reach out to the airline’s/travel agent’s customer service.
- Provide all relevant details (e.g., flight number, date, incident description).
If the airline/travel agent does not resolve the issue satisfactorily, you can escalate your complaint to the Civil Aviation Authority.
Step 3: Gather Relevant Documentation
Ensure that you have all necessary documents to support your complaint:
- Flight details (e.g., ticket, booking reference)
- Correspondence with the airline (if any)
- Photos or videos (e.g., of damage or safety violations)
- Receipts or records related to the issue
- Copy of your passport
Step 4: Know the Appropriate Contact Information
Provide contact information of the Airline/Travel Agent whom you are complaining against
- Name
- Email Address
- Phone Number
- Postal Address
Step 5: Submit Your Complaint
Submit your complaint to the CAASL in one of the following ways:
- Email: Send a clear and concise email, including all necessary documentation and a description of the issue.(This email address is being protected from spambots. You need JavaScript enabled to view it.)
- Postal Mail: If you prefer, you can send a formal letter to the CAA.
General information
