Welcome to Walk Lanka Holidays’ Support page. At Walk Lanka Holidays (Pvt) Ltd, accessible via privatedriverlanka.com, we are dedicated to ensuring your travel experience is smooth and hassle-free. Whether you have questions about booking, need technical assistance, or require help with any aspect of our services, our expert support team is ready to assist you with prompt, reliable, and personalized service.

1. Our Commitment to You

At Walk Lanka Holidays, we believe that exceptional support is the cornerstone of a positive travel experience. Our support team is committed to:

• Prompt Response: We strive to provide 24-hour support for your inquiries. However, please note that due to staffing constraints, our services may be temporarily unavailable between 12:00 AM and 6:00 AM.

• Expert Guidance: Our agents are highly knowledgeable about our travel services, ensuring you receive accurate and practical advice.

• Personalized Assistance: We tailor our support to your unique needs, offering help ranging from booking modifications to technical troubleshooting.

• Transparency: We maintain clear and honest communication, keeping you informed throughout your support journey.

• Data Protection: All interactions are conducted in strict compliance with data protection regulations, ensuring your information is handled securely and confidentially.

2. How to Reach Our Support Team

We offer multiple channels to ensure you can get the help you need in the way that suits you best:

2.1 Online Support Portal

Our online support portal is designed for quick and easy access to assistance:

• Self-Service Resources: Access FAQs, troubleshooting guides, and detailed articles that address common issues.

• Live Chat: Engage with our support agents in real time during our operational hours.

• Support Tickets: Submit a support ticket for complex issues and track the progress of your inquiry until resolution.

2.2 WhatsApp Support

For direct, real-time assistance, please contact our support team by WhatsApp:

• Direct Communication: Speak directly with a knowledgeable agent who can address your concern immediately.

• Main Contact Person: For escalated inquiries or urgent issues, please contact our primary representative, Sanjeewa Uderathne.

• Emergency Assistance: Our phone support is designed to provide prompt intervention in urgent situations.

2.3 Email Support

If you prefer written communication, you can reach us via email:

• Detailed Responses: We provide comprehensive answers to your inquiries, ensuring clarity and thoroughness.

• Record Keeping: Email communication creates a detailed record of your interaction for future reference.

• Ongoing Support: Follow up on previous inquiries or request additional information via email.

3. Support Hours and Response Times

We are dedicated to providing support around the clock:

• 24-Hour Response: Our goal is to respond to inquiries at any hour of the day.

• Limited Availability: Please note that our support may be temporarily unavailable between 12:00 AM and 6:00 AM due to staff availability.

• Timely Escalation: If your issue is not resolved within the standard response time, it will be escalated promptly to our specialized teams.

4. Frequently Asked Questions (FAQ)

Below are answers to some of our most commonly asked questions. For additional details, please visit our online support portal or contact us directly.

4.1 Booking and Reservations

• How do I book a travel package?
  You can easily book through our website or contact our support team for personalized guidance.

• Can I modify or cancel my booking?
  Yes, modifications or cancellations are subject to the terms of your booking. Please review our cancellation policy or reach out to support.

• How do I receive my booking confirmation?
  A confirmation email is sent immediately after booking. If you do not receive it, please contact our support team.

4.2 Technical Support

• I’m experiencing issues accessing the website. What should I do?
  Check your internet connection and browser settings. If the problem persists, clear your cache or try a different device and contact our technical support.

• How do I reset my password?
  Use the “Forgot Password” link on the login page or contact our support if you encounter difficulties.

• What should I do if I encounter an error during booking?
  Document the error and the steps you were taking, then submit a support ticket for prompt resolution.

4.3 Payment and Billing

• How are payments processed?
  Payments are securely processed via our partnered payment gateways, with all transactions encrypted.

• What if I was charged incorrectly?
  Contact our billing department immediately to investigate and, if necessary, process a refund.

• Are there any additional fees?
  All fees and charges are transparently outlined during the booking process. For further details, reach out to our billing support team.

4.4 General Inquiries

• What if my question isn’t listed here?
  Please contact us directly. Our support team is available via live chat, phone, or email.

• How do I track the progress of my inquiry?
  Upon submitting a support ticket, you will receive a reference number that allows you to track your inquiry through our online portal.

5. Quality and Continuous Improvement

We are committed to consistently enhancing our support services:

• Ongoing Training: Our support team undergoes regular training to remain updated on the latest travel trends, technology, and customer service best practices.

• Customer Feedback: Your feedback is invaluable in helping us improve our services. We welcome your comments and suggestions.

• Performance Monitoring: We monitor key metrics such as response times and satisfaction levels to continually refine our support processes.

• Innovative Solutions: We invest in advanced technologies to streamline our support services, ensuring quick and effective assistance.

6. Special Support Circumstances

6.1 Travel Emergencies

In the event of travel emergencies or disruptions:

• Real-Time Assistance: Our support team is on standby to offer immediate help via live channels.

• Travel Assistance: We can assist with rebooking, itinerary changes, and emergency accommodations.

• Local Liaison: We coordinate with local authorities when necessary to ensure your safety.

6.2 Accessibility and Special Needs

We are committed to ensuring our support is accessible to everyone:

• Accessibility Options: If you have specific accessibility needs or require assistance in an alternative format, please inform us.

• Tailored Service: We are dedicated to accommodating any special requests regarding support.

6.3 Multilingual Support

To serve our international clientele:

• Language Options: Our support services are available in multiple languages. Please specify your preferred language when contacting us.

7. Data Protection in Support Interactions

We take the confidentiality and security of your information seriously:

• Secure Communication: All support interactions—whether via phone, email, or live chat—are conducted over secure channels.

• Strict Confidentiality: Only authorized personnel have access to your support data, ensuring your privacy is maintained.

• Compliance: Our data handling practices comply with Sri Lankan privacy laws, GDPR, and other relevant regulations, ensuring robust data protection.

8. Contact Information for Support

For any inquiries or assistance, please use the following contact details:

Walk Lanka Holidays (Pvt) Ltd
Website: privatedriverlanka.com
Email: [email protected] / [email protected]
Phone: +94 762475645
Address: 196/1 A28, Habarana 50150

For escalated support or urgent issues during our limited hours, please reach out directly to our main contact person: Sanjeewa Uderathne.

9. Final Thoughts

At Walk Lanka Holidays, we believe that exceptional support is the foundation of a memorable travel experience. Our commitment is to ensure that every inquiry is handled with professionalism, expertise, and care. Whether you need help with bookings, technical issues, or any general queries, our support team is here to ensure your journey is smooth and enjoyable—even if occasional staffing limitations affect our availability during the early hours.

Thank you for choosing Walk Lanka Holidays. We look forward to serving you and ensuring that every aspect of your travel experience is supported by a team that genuinely cares about your satisfaction.

This Support page was last updated on 29 March 2025. For any changes or updates to our support services, please visit this page regularly or contact us directly.