Q: How do I earn Sampath Ultra Rewards?
A: Sampath Ultra Rewards are earned whenever you use the card for retail purchases. Please go to the “Earn Rewards” link for full details on how you earn Ultra Rewards.

Q: What can I do with my accrued Reward Points?
A: You can redeem your Reward Points for Flights and Hotels on Sampath Ultra Rewards Portal.

Q: How do I redeem Sampath Ultra Rewards?
A: By logging into Sampath Ultra Rewards portal loyalty.sampathbank.lk/ultrarewards, you can redeem your Rewards Points for Flights and Hotel

Q: I do not have sufficient Reward Points to redeem?
A: Well you can pay any exceeding amount with your Sampath Bank Visa Credit Card.

Q: Can more than 2 adults stay in one room?
A: Most hotels allow additional guests to stay in a room for an extra charge as long as the room doesn’t exceed the maximum number of guests allowed per room. If you book a room that cannot accommodate your group, the hotel may cancel your reservation or require that you book additional rooms. If you have doubts, check directly with your hotel for their extra guest charges and the maximum number of people allowed in the room you’ve booked.

Q: Will our Children get free stay?
A: When making your booking, select the number of children traveling with you from the ‘Children’ drop–down box. If you select just 1 child, our search will give you the price of a double room with child, not including an extra bed. If you want an extra bed in the room, you need to increase the number of passengers in your search.

Q: How do I know if my Booking with the Hotel was successful?
A: No, you don’t. You can also contact the hotel directly if you prefer. However, it may take up to 12 hours for the booking to reflect at the hotel.

Q: What if I do not get the confirmation while booking or get a blank page on submission of Booking form?
A: Lookout for confirmation on your email and SMS. If you did not see any thing there for 10 minutes, please send an email to custserv.ofc@card.sampath.lk. with your error screenshot and request for your booking.

Q: What are Hotels Check-In Time?
A: Typically, the hotel check–in time is after 2:00 pm (local hotel time). Check with your specific hotel for its exact check–in time.

Q: Will the Hotel hold my Booking if I am arriving late?
A: Since your reservation is guaranteed with a Prepaid Voucher, the hotel is obliged to hold your room until 7 AM on the day after your planned arrival date.

Q: What is the cancellation/amendment fee for Hotel rooms cancellation?
A: The cancellation charges for Cash bookings depend on the hotel, time of stay (‘season’ time, ‘off–season’ time), and time of cancellation. To know what’s applicable in your case, check the hotel’s booking policy mentioned on the booking page while making the reservation (in case you missed it, you can always sign in to your account and check it out on your Trips pages). Apart from the cancellation charges levied by the hotel, our Sampath Ultra Rewards partner company Knights Bridge Technologies & Services will charge 10 USD per hotel cancellation or amendment.

Q: By when can I cancel my Hotel Booking?
A: It depends on your hotel. Please go through the hotel’s booking policy mentioned on the booking page while making the reservation (in case you missed it, you can always sign in to your account and check it out on your Trips pages). Please keep in mind that irrespective of what the hotel’s booking policy says, you cannot cancel your booking on the day that you’re supposed to check–in.

Q: Will I get my money back after cancelling the hotel booking?
A: We will credit the money back to your Sampath Card used for making the booking after adjusting for cancellation charges. The refund amount will reflect in your account in about 15 days' time from date of cancellation of booking. For Points booking there will be NO Refunds of Points.

Q: How do I modify the Hotel Booking?
A: Sampath Ultra Rewards treats modification as cancellation and new booking. You’ll have to cancel your existing booking and make a new one.

Q: Can Infant Tickets be booked on loyalty.sampathbank.lk/ultrarewards?
A: Yes. Infants under 2 years of age can travel through Sampath Cards Ultra Rewards. Make sure that infant must be 24 months or below throughout the booked travel. If the infant is above 24 months during the return journey, the infant ticket will be cancelled which may cause booking of a separate ticket as per the child fare. Remember to carry valid age proof or birth proof documents of the infant. You can book no more than one infant per adult.

Q: No Flight Results Shown / No Air Search results found / Your Request cannot be processed please try again later.
A: To eliminate the error, clear your browser cache and temporary files and try the search again. If the error persists it could be due to either situation: we can’t find flights for the specified route or flights are not available on your specified date. For information you could call us on (0)11 2 300604.

Q: I got a blank screen when I submitted the booking form. I got charged but never received an e-ticket confirmation.
A: In such a case, please call Sampath Bank on (0)11 2300604. A customer representative will call you within 24 hours and complete this booking offline. We suggest you do not attempt booking again as you may end up getting charged twice.

Q: What if I do not get the confirmation while booking or get a blank page on submission of Booking form?
A: Lookout for confirmation on your email and SMS. If you did not see any thing there for 10 minutes, please send an email to custserv.ofc@card.sampath.lk. with your error screenshot and request for your booking.

Q: How do I get booking confirmation?
A: We will send you an email and SMS, to the email ID and Mobile number mentioned by the bank in your membership profile.

Q: Do I need to confirm my booking before I fly?
A: Flight bookings do not require re-confirmation. However you can contact the airline directly or alternately send an email to custserv.ofc@card.sampath.lk.

Q: Can I get my seats assigned after my booking confirmation?
A: Sampath Ultra Rewards doesn’t do pre–seating. Some airlines will confirm your seat – their rules for doing so vary. So call your airline directly to check whether you get to choose your seat.

Q: I did not get the e-ticket number in the confirmation received from Sampath Ultra Rewards.
A: We’ll send your e–ticket / confirmation details to the your registered email address.

Q: Can I get a Boarding pass from Sampath Ultra Rewards or Knights Bridge Technologies?
A: No, you will need to simply show your e–ticket confirmation email and your e–ticket number at the check–in counter of the airline you booked your flight from. The airline representative will issue your boarding pass at that time.

Q: Do I have to show my e-ticket confirmation voucher at check-in counter.
A: Yes, you do have to show the e-ticket confirmation voucher. Please carry a printed copy, It is important.

Q: Do I have to pay any thing extra at airport?
A: Every airport has their set of charges and rules. Any changes depends on airport you’re flying from.

Q: Do I have to Show ID proof at time of check-in
A: Yes. Your Photo ID proof may be checked by airline authorities. It is strongly recommended that you carry a government-issued Photo ID with you during your journey.

Q: I misspelled my name while booking. How can I correct it?
A: Allowing change of name requests entirely depends on the airline you’re booked with. You can call us if your airline allows change of name requests. We can pass on your request. However, if the airline doesn’t allow it, you’ll have to cancel and re–book the ticket.

Q: Can I book flights for friends and family using my account by Ultra Rewards?
A: Yes. If you have all the details belonging to the passengers you want to book for, provide the details when you’re asked to enter traveler details at the time of booking.

Q: How do I cancel my Flight Reservation?
A: Just like all other processes, we simplified the cancellation process as well. Moreover, Sampath Ultra Rewards facilitates checking your refund amount before you decide to go ahead with the cancellation. Here’s how:

• Log in to your Sampath Ultra Rewards Account. Click the 'Sign in' link on the top right corner of the page to login.
• Once you have signed in, please go to “My Account” and go to “My Flights” to see your trips listed there. Pick the one you want to cancel and click on the Cancel action associated with it. Don’t worry this does not cancel your booking.
• There will be a pop-up with all the details of your travel itinerary. Once you are convinced of your selection, click Cancel Ticket'. There is a possibility that the refund amount will be unknown at this stage.
• We will process your refund within 72 hours. Depending on your mode of payment and bank, this may take between 3 to 14 working days to show up on your account statement.

Please note that refund of points is interdependent on the airline refund policy. Please refer to the respective airline’s website terms and conditions for more details

Q: The flight I booked was cancelled by airline, how do I get my Rewards or money back?
A: You are entitled to a full refund if airline cancels the flight. First, we request you to send an email to custserv.ofc@card.sampath.lk. along with your Trip ID. Do mention about your flight cancellation. After verification, we will make sure that you get a full refund.

Q: What are the cancellation and amendment charges?
A: Cancellation charges totally depend on the airline, sector, class of booking, and time of cancellation. You can check fare rules online, mentioned on the booking page for further details. You can always log in to Sampath Ultra Rewards Portal and check the details on trip pages. Note: Along with charges levied by airlines, Sampath Ultra Rewards additionally charges USD 10 per passenger per sector.

Q: Latest by when can I cancel my flight tickets?
A: No later than 3 hours before your flight’s departure time you can cancel the tickets. If it’s later than 3 hours, you need to directly contact the airline for cancellation.

Q: On cancellation, how do I receive my money back?
A: If you used your credit card, we will make an appropriate charge reversal and if the booking was an Ultra Rewards Points Booking, Rewards will be refunded to respective Rewards account. Please note that refund of points is interdependent on the airline refund policy. Please refer the respective airline’s website terms and conditions for more details.

Q: How long does it take to process refund?
A: We usually process the refund within 4 working days of cancellation. However, it will take around 14 working days for refunds to reflect in their respective accounts

Q: It has been more than 15 days, and I have not got my refund yet, what to do?
A: We’re extremely sorry for the delay. Do register your complaint with us at custserv.ofc@card.sampath.lk, we will get back to you very soon.

Q: I made a booking on Sampath Ultra Rewards and cancelled the booking directly with the airline, how can I claim my refund?
A:It is mandatory to contact Sampath Bank call centre for all refunds, as the airline will not be able to refund your tickets booked at loyalty.sampathbank.lk/ultrarewards. Refund for partially utilized tickets can take more time depending on the airline.