CS Update: Sri Lanka Flooding - Tours Customer Communication

Here is a summary of what we are sharing with customers that are due to travel to Sri Lanka over our coming departures. I have also set up a macro that can be used for any customers that enquire

Macro: Tours::Location Information::Sri Lanka Flooding Advice

Sri Lanka Weather & Customer Communications

We are reassuring customers that their safety is the priority, their itinerary is unchanged, and tours are operating as scheduled despite recent weather events in Sri Lanka.

Key Points Communicated to Customers

1. Weather & Current Situation

• Sri Lanka experienced a fast-moving cyclone causing heavy rain and flooding.
• Weather has significantly improved, with no major rain in the last two days and floodwaters receding.
• The Government’s state of emergency is strictly to support relief operations, not due to traveller safety concerns.
• Roads are reopening, main travel corridors are accessible, and airport operations are returning to normal.
• Customers are advised to monitor airline websites for any flight status changes.

2. Impact on Tours

• All tours are running as planned with no itinerary amendments.
• All activities and excursions are operating, except train journeys, which remain paused due to rail closures.
• All hotels remain fully operational.

3. On-Ground Safety Measures

• Guides and Ground Operations Teams conduct real-time route checks before every transfer.
• Alternative safe routes will be used if required.
• Continuous coordination with local partners, operations control room, and authorities.

4. Smartraveller (Flooding Advice Only)

• Smartraveller advises that flooding and landslides may occur after heavy rain.
• Customers are encouraged to stay informed and follow local authority guidance.
• This aligns with our own safety protocols and monitoring.

5. Guest Options, Terms & Conditions, and Insurance

• Since tours are confirmed to proceed as scheduled, standard T&Cs apply (non-cancellable, non-changeable).
• Customers may proceed with the tour or choose to forfeit the total amount paid.
• We can provide an insurance letter to assist with any claim — customers are encouraged to consult their insurance provider for advice on coverage.

6. Reassurance & Support

• We emphasise ongoing monitoring and readiness to respond to any developments.
• Customers are reminded they can contact our team anytime and speak with tour guides during their trip for support or concerns.

If you have any question please reach out to your TL.

📧 This was also communicated via email on 1st December 2025, titled "Sri Lanka Flooding - Tours Customer Communication" sent by Lenore K (Tours and Cruise Operations Manager)