I purchased two tickets from Sri Lankan on July 12. On the same day, I called customer service to cancel the tickets, and I was informed on this call that I should do the online cancellation, at a cancellation fee of US$20 per ticket (provided Sri Lankan the protocol number for the call, which they did no bother to check). I applied for the refund, as recommended, and received an email saying the refundable amount would be informed to me in two business days. I never received the email informing me of the refundable amount. One day later (Aug 13) I have received the refund in my credit card, and was surprised to see a cancellation fee in excess of US$240, which was both (1) higher than the amount I was informed on the phone and (2) completely unexpected as I was never informed the amount I was going to be refunded (which should have happened in two business days, according to the company's own email). They have been extremely rude, not to mention absolutely unhelpful on the phone trying to solve my problem, or even explaining the reason why it happened in the first place. This happened in spite of me being a oneworld Emerald member. Cannot imagine how they treat all their customers, if this is what recurrence gets you.