If I want to make a complaint, what do I do?
Whilst we try very hard to manage people’s expectations, and are very proud of the fact that the overwhelming majority of our clients enjoy their stay in Sri Lanka, there are instances – regrettably – where people feel their expectations have not been met. We see ourselves as constantly learning and will take all feedback and criticism constructively. If you feel uncomfortable with any particular aspect of your trip, it is extremely important that you let us know, in writing, within 24 hours – this gives us the opportunity to take corrective action, so please do not leave it for a later day or when you are back at home. If we are not made aware of the issues you are experiencing whilst you are traveling, complaints will be acknowledged but, unfortunately, we will not be able to accept requests for refunds or compensation. Please first try to solve the issue yourself, but if this prove difficult do not hesitate to call our Customer Care hotline ((+94) 0773 604 884) or email them at firstname.lastname@example.org. Alternatively, contact your personal travel consultant.