My wife and I were also recently denied boarding at Male. We had a round trip ticket to Dubai. I did not have the physical card with me, but did have a photo and my wife's physical card from the same account. I did also have extensive documentation:
- Wife's credit card from the same account
- Photo of my credit card
- Full 16 digit card number, which enabled the agent to be able to process the boarding passes, but manager refused to give to me.
- Full credit card statement, that included purchase of air ticket, and also had my 16 digit credit card printed on it
- Copy of purchase invoice from email
- Copy of E-ticket for my wife and I
- Passports, Licenses, Nexus card
- OneWorld cards (AA)
- Called my bank and had them talk directly to agent to confirm transaction.
- Had printed email from Sri Lankan airlines that credit card is not needed at check-in if paid using Verified by Visa

Management was on phone with head office in Colombo. Said I could not get boarding passes. Also said it was impossible to make any changes to the ticket at all until I presented the physical card in person, which was back home. Said only option is to request refund and should get 90-100% off money back. I was told I can travel from MLE airport, to nearby island of Male to Sri Lankan office for an explanation. But they will not be able to help me at all.

We ended up paying for a new flight on Emirates. I contacted Tourist Police, but they could not help as they said the matter was civil, and not criminal. I immediately called my credit card and had them hold the transaction and provided them all details.

I also requested a refund from Sri Lankan directly. They started to process, minus a $50 fee per ticket. Once they realized I requested a hold from my bank on the original transaction, they canceled the refund.

Does anyone have experience with their credit card company refunding the full amount?

With me providing extensive documentation, and having a letter stating a credit card is not needed if used Verified by Visa, I could not believe I was denied boarding and offered no solution. We were told they also sent numerous others back to their hotel earlier in the day, and my hotel also said people had the same issue earlier that week.

I feel what they are doing is illegal. Also putting the details and such fine print in the bottom of the e-ticket, and not making it clear during booking is misleading.

It seems Sri Lankan Airlines continues to screw people out of money. The recent articles on BBC and Bloomberg also show how corrupt the airline is. Would reporting to the BBB, or Attorney General, or Sri Lankan's tourism board/government help?

Thank you.