Frequently Asked Questions
Q: How do I receive my tickets ?
A: Please refer to the confirmation email which will outline the procedure. It depends on the service provider. Most of our tickets will be issued at the station occasionally and we may have to deliver your tickets to your payment address / hotels. The method will be base on the availability.
Q: What are the opening hours of railway station ticket counter?
A: Colombo fort main ticketing counter should be open 24/7 or will open prior to the train depart if it’s a very early morning train. If you are catching the train from Colombo, there will always a counter to serve you prior to the departure. But there is a counter 17 at fort station specially for Pre-booked tickets collection during peak hours.
Q: Where can I collect my tickets?
A: You can collect your tickets at any of major railway station including: Colombo fort, Gampaha, Kandy, Peradeniya, Nawalapitiya,Nanuoya, Ella, Badulla, Haputale, Bandarawela, Hatton, Galle, Wallawatte, Kalutara, Aluthgama, Polgahawela, Hikkaduwa, Matara, Jaffna, Anuradhapura, Vavuniya, Trincolamee, Galoya, Polonnaruwa,Valachchenai, Batticaloa, Anuradhapura, Kurunegala, etc.
Q: Can I collect my tickets at the airport?
A: Sorry, tickets can only be collected at any above-mentioned stations. If you used any third-party printing point (Mobitel), you will be more likely to encounter problems and might lose your ticket completely and SLR will not reprint your tickets.
Q: Which counter at the station?
A: If you are collecting at Colombo Fort Station then go to the counter 17, unless otherwise Please go to the main ticket counter at station.
Q: Why do I have to enter the passport number?
A: Your passport number will be used to secure your tickets. Therefore you will need it to collect your tickets.
Q: I have entered wrong passport number, can I change it on later stage?
A; No, you cannot change it as we will provide your details to railway company at the time of completion and we don’t have facilities to change or railway will not accept any changes.
Q: Can I change my travel date / time / train or cancel at all?
A: Sorry, no changes / cancellation possible.
Q: Can I select seats / side of the train?
A: Sorry, we don’t have any facilities to select any particular seat/side and tickets will be issued according to availability by Sri Lanka Railway at the time of the booking.
Q: Why does my ticket state different time / destination than I originally booked for?
A: Sometimes, your paper tickets will state time and destination as per train original set off point time and terminate destination. Therefore please refer to the time and destination you have booked with us. Ex: If you booked 08:47hrs train from Kandy to Ella, your original paper ticket may print as 05:55hrs (which is the time this train is setting off at its origin (Colombo) and heading to Badulla, but this train will arrive at Kandy at 08:47hrs and goes to Badulla via Ella.
Q: How do I know which class I have booked?
A: The class you have booked should be stated on your payment receipt unless otherwise agreed.
Q: What are the differences between classes?
A : Observation class = Non AC, reserved only carriage with large window
1st class = Air Conditioned, reserved only carriage
2nd class= Non AC, reserved only carriage
3rd class = Non AC, reserved only carriage
Q: Will I get reserved seats for my booking?
A: Yes, all our bookings comes with reserved seats including 3rd class carriage
Q: Do I have to pay for my Luggage?
A: No, You can carry regular travelling luggage but if your luggage is over-sized, you may have to. please speak with railway staff on arrival.
Q: Will there be enough space for my luggage?
A: There will be enough space for the regular travelling baggage’s but if these are over-sized then you will have to speak with station staff to sort it out. You may be able to load in guards carriage.
A: Is there discount rate for children?
Q: Unfortunately no. These bookings are for the seats regardless the age of the passenger. Therefore if you need a separate seat for your child, then you will need to book one. However children under 4 years old can travel free in. They don’t require separate seats.
Q: How far in advance can I book train tickets through Visit Sri Lanka tours?
A: You can send us your booking request at any time. The sales will only open just 30 days prior to the travel date. We will attempt to process your request as soon as they become available. Tickets must be booked a minimum of 2 days in advance of your desired travel dates. Sending your requests in advance does not guarantee your reservation but it will give better chance as we serve first come first serve basis.
Q:I still have my cancelled ticket with me. Will that ticket be valid if the train resume its service? Or I am on the train with the printed ticket but there is other passenger with same seat number on same carriage, what should I do?
A: For some seasons, your ticket has been cancelled/reissued. Therefore, if you think you are the valid ticket holder, please contact the train guard / TC. He will be able to find the valid ticket and allow you to continue your journey while the other party will be issued with a penalty notice and will disembark at the next stop.
Q: Can any nationality book train tickets with VSLT?
A: Yes. If you book a ticket with a Passport number, you need to pick it up yourself. The ticket issuing service is available at the railway stations for most of the booking. But for some occasions, we have to deliver them to you.
Q: Can I print tickets for myself or get an e-ticket?
A: No. Only the official paper tickets are available and can be picked up at the station unless we have delivered them to you or otherwise advised.
Q : Can I pick up my tickets at the train station after purchasing online with VSLT?
A : Yes. Train tickets can be picked up at several railway stations as listed on FAQ. Unless otherwise already delivered.
Q ; Can I have the tickets delivered to the hotel and have them signed for?
A: Yes. On extra cost, Please make sure there will be someone available to sign for your tickets on delivery.
Q ; What documents do I need to make my booking? Do I need to provide a copy of my passport?
A : You only need to input your full name as it appears on your passport and the number. unless otherwise you are booking for large group where we need a copy of main traveler passport/ proof of address etc.
Q ; How do I book round-trip tickets or multi-leg tickets?
A : You can only book one-way or single-leg tickets in each order. Tickets are limited to a maximum of five per order (must be for the same date, same train number and same seat type). A separate order should be made for tickets for different dates, train numbers or seat types. VSLT cannot guarantee ticket availability, nor cancel or modify tickets after issue. If change or cancellation is required, please go to the refund window at the boarding station with ticket and valid ID (this should be the same as that used for booking). You will only receive partially refund minus, UK VAT, SL Tax, Mobitel Booking admin fee, Paypal/Credit card fee and international money transferring fee and VSLT booking fee.
Q ; If I book several tickets at a time, can I get seats next to each other?
A : Seat / tickets bought at the same time are usually next to each other. VSLT will try best to book adjacent seats on your behalf but cannot guarantee success due to random ticket distribution.
Q : How can I pay for my ticket(s)?
A: We currently accept debit and credit cards, paypal, international credit cards (Visa, Mastercard, JCB, and American Express).
Q : How long after submitting my reservation will I know whether or not tickets are available?
A :Ticket availability for bookings made before 3:00 p.m. Will be confirmed before 5:30 p.m. on next working day
Q : If there are no tickets available, will I get my money back?
A: Yes. If the ordered tickets are no longer available, VSLT will refund the full price paid (subject to confirmation). Refunds will be made using the same method as your initial payment. Refund payment date is subject to bank or credit card provider.
Q : What is the delivery process?
A : Email address details cannot be modified after tickets have been paid for and confirmed. Tickets confirmation will be sent to the email address provided as per payment/paypal / or by post
Q : How do I change or cancel my train ticket reservation?
A : VSLT cannot cancel or modify tickets after issue. If change or cancellation is required, please go to the refund window at the boarding station with ticket and valid ID (this should be the same as that used for booking). Change or cancellation at the boarding station will be made according to local railway authority ticket refund regulations.
Q: Are the train schedules accurate?
A : The information provided is for reference only. Please refer to data issued by local railway authority for most up-to-date information.
Q ; Can I book train tickets by calling VSLT customer service?
A ; Currently train tickets can only be booked on our website or app. But if you need further help please call us.
Q : Does successful payment mean I will definitely get my tickets?
A : We cannot guarantee ticket availability, but will try our best to purchase tickets for you. If the tickets are not available, we will refund your payment in full.
Q : Do I need to pay handling fees when picking up my ticket?
A :No handling fees will be charged. Your tickets will be printed free of charge
Q : Are the train schedules accurate?
A : The information provided is for reference only. Please refer to data issued by the local railway authority for most up-to-date information.
Q : Can't find the information you are looking for?
A : Did we miss something? If you can’t find the information you are looking for in our FAQ section, please help us improve this page by sending your query to [email@example.com].