FAQ

Can I have my preferred seat blocked in advance

We will certainly endeavour to get you your preferred seat but cannot guarantee it. Even if your preferred seat is obtained, it can change by the time you travel due to a variety of reasons such as change of aircraft type, preference for Frequent Flyers etc. Therefore we advise you to check-in early to obtain your preferred seat.

Can I amend your specialist Round Tours

Travel Arcade Holidays would be more than happy to assist you in adjusting our specialist Round Tours to suit your needs. It is possible that the quoted price could change due to different hotels and additional kilometerage. We will advise of any such changes in the charges.

Do you have a brochure

We do not have a brochure. You will find the entire range of what we offer in our web site  www.travelarcadeholidays.com In this manner, we are able to offer you the most up to-date and best possible rates including last minute offers which tend to change at short notice. Please do take some time and surf our web site which contains comprehensive information to cater to your needs.

Do I need a visa to visit Sri Lanka

An Electronic Travel Authorization is required for all nationals over the age of 12 years excluding Maldivian and Singaporean nationals who are eligible to receive their visa on arrival. Please visit www.eta.gov.lk for information and how to apply for your ETA.

The Sri Lankan High Commission in London contact no is 020 7262 1841 and their website www.srilankahighcommission.co.uk Contact details of other Sri Lankan diplomatic representation offices may be found in the website www.mea.gov.lk

Do you sell outside the UK

Our operations do extend worldwide. Payment is accepted in GBP, USD and Euro. Customer Support staff of our Sri Lankan Ground Operator Travel Arcade Holidays Pvt Ltd. are able to cater to the needs of anyone, anywhere. Your holiday booking is with Travel Arcade Holidays UK Ltd., also trading as Travel Arcade Holidays – a UK company and is protected by EU travel regulations.

Do you arrange accommodation only

Travel Arcade Holidays believe in making every effort to satisfy any customer who contacts us. Based on that principle, we will provide even one night’s accommodation. However we feel that we can serve you better with our competitive air fares and transfer packages.

Do you promote only certain hotels

We do have our preferred hotels – those who have given us preferential rates. However, we never compel our customers to use only our preferred hotels but will oblige all requests for any specific hotel of their choice. When recommending hotels, we are also mindful of service and comfort standards of hotels. Our website offers a wide range of hotels. Nevertheless, we would be more than happy to negotiate best possible rates for any hotels requested by a customer which are not displayed in our website. Please feel free to ask our Customer Support staff for advice.

Do you arrange meals

Yes, all hotel reservations are required to be made as per one of the following meal plans.

Bed & Breakfast – Room with Breakfast (some resort hotels does not permit)
Half Board – Room with Breakfast & Dinner
Full Board – Room with Breakfast, Lunch and Dinner

Do you block space with airlines and hotels

No, we do not as it could lead to cancellation charges in the event of non-cancellation within the stipulated release period. We make bookings for both flights and rooms only once an itinerary has been finalized. Therefore we advise all our customers to book early especially for Christmas and Easter peaks. We are able to offer late deals during certain periods of the year but early booking around three to six months is always advised to avoid disappointment.

Do I receive an air ticket and if so, when

If you opt to purchase an air ticket from Travel Arcade Holidays we will purchase your air ticket direct from the airline or through a travel agent. You will receive your eticket around one week prior to your departure date to the email address provided by you. Please do remember to keep us informed immediately, in case of a change of your email address.

Do I receive vouchers for the hotels we are using

Travel Arcade Holidays does not provide hotel vouchers to customers. You will receive your complete itinerary with hotels booked in the form of a Travel Voucher in pdf format one week prior to your departure. Your accommodation has been booked by our Handling Agent at your destination and vouchers sent direct to the hotels. Your chauffeur / guide will accompany you to the Front Desk of each hotel to ensure a hassle free check-in.

Do you have preferred outlets for shopping

No. Travel Arcade Holidays maintain strict neutrality in the selection of shopping outlets – may it be for gems, handicrafts, or any other items of interest as we are unable to offer guarantees for the quality of your purchases. Any recommendations by your chauffeur / guide are strictly his private views and not a recommendation of ours. Before making purchases, please give some thought to such issues as excess baggage during your return flight, Customs restrictions in both Sri Lanka and your destination, import tax in your own country etc. Some countries do have strict regulations on the import of food items.

Is my itinerary changeable after my arrival at my destination

Our Handling Agent in Colombo will make every effort to accommodate the amendments you desire. However, do bear in mind that in some instances it may not be possible due to non-availability of accommodation especially during peak periods. There will also be additional costs for any new accommodation due to most hotels having a policy of nil refund for cancellation of rooms within last 7 days prior to arrival. Contact numbers are found in your Travel Voucher.

How safe is the information I provide you with

All information given by you through our payment gateway is protected by Optimal Payments’ secure servers. Even an occasional newsletter will be sent to you only if you request it. Your information will also not be passed on to a third party. All hard copies containing your personal details are shredded no sooner they are not required.  Please do not send us your credit card details by email for whatever reason.

How can we contact Travel Arcade Holidays

We prefer that you first contact us by email on info@travelarcadeholidays.com. You can also contact our Customer Support staff by phoning one of these numbers:

Hotline from UK: 02035404679
(11p a minute from UK landline, cost for mobiles and non-UK calls will vary)

IDD Tel (Worldwide): +94 114 690311
(Normal international rates will apply. Please request for call-back)

Customer Support staff of Travel Arcade Holidays are based in Colombo. This permits us to offer the most up to date advice and prices. In this manner, we are able to efficiently handle enquiries from around the world.

How do I know that my holiday is confirmed

Travel Arcade Holidays are obliged to provide you with an invoice. Your holiday as described in the invoice is confirmed once you have made payment as per terms stated in our Reservation conditions. A contract between Travel Arcade Holidays and yourself is concluded once payment has been received as stated in our Reservation conditions

How do I pay for what I purchase

Payment or partial payment as applicable in terms of stated in Reservations conditions must normally be made within seven days of the issue of the Invoice. This payment may be required immediately in the case of last-minute bookings, or under special circumstances, in which case you will be informed of such a requirement.

Travel Arcade Holidays accept payment in the following methods:

  1. (i) Bank transfer to our UK GBP account.

    Bank name: Barclays Business
    Address: 355 Station Road
       Harrow, Middlesex HA1 2AN
    Name of account: Travel Arcade Holidays UK Ltd.
    Acct no: 23378446
    Sort-code: 20 37 16
    Swift code: BARCGB22
    IBAN:GB69 BARC 2037 1623 3784 46

  2. (ii) Bank transfer to our UK Euro account.

    Bank name: Barclays Business
    Address: 355 Station Road
       Harrow, Middlesex HA1 2AN
    Name of account: Travel Arcade Holidays UK Ltd.
    Acct no: 79954477
    Sort code: 20-37-16
    Swift code: BARCGB22
    IBAN: GB31 BARC 2037 1679 9544 77

  3. (iii) Bank transfer to our UK US$ account.

    Bank name: Barclays Business
    Address: 355 Station Road
       Harrow, Middlesex HA1 2AN
    Name of account: Travel Arcade Holidays UK Ltd.
    Acct no: 89227199
    Sort code: 20-37-16
    Swift code: BARCGB22
    IBAN: GB36 BARC 2037 1689 2271 99

  4. Notes:

    1. Customers are responsible for all bank charges for bank transfers. You could be rebilled in case the amount received in our account being lower than the amount stated in your invoice.
    2. Name and Invoice number must be stated in bank transfer details
    3. We do not levy charges such as postage or booking fees.
  5. (iv) UK cheques: By request only. You will incur no extra charge for payment by cheque.

    Please forward a cheque made out to Travel Arcade Holidays UK Ltd to ;
    Travel Arcade Holidays UK Ltd.
    The Director
    BM 2679
    London
    WC1N 3XX
    Please do not mail your cheque to our registered address

How can persons in our home country contact us in Sri Lanka for an emergency

You will be provided with a list of telephone numbers of the hotels in your travel voucher. We recommend that you leave copies with at least two private contacts in your country. Mobile phones are widely used in Sri Lanka. A low cost pay as you go SIM card valid in Sri Lanka could be purchased at the airport on arrival. Please request your chauffeur / guide for assistance in case you wish to avail yourself of a local SIM card.

What do I need to do before I contact Travel Arcade Holidays

If you do not have any idea of what you want, we will be happy for you to call one of our Customer Support Agents who after ascertaining your interests and travel budget will design a package of your liking in consultation with you.

In case you have an idea of what you want, we recommend you note down those ideas, pass them on to email address info@travelarcadeholidays.com and then talk to one of our Customer Support Agents who will help you to design a package to suit your interests. For this purpose, please tell us as much as you can of what interests you.

Whilst we appreciate that some may wish to amend itineraries originally planned, it is advantageous to get your ideal package right at the beginning thus avoiding the need to amend reservations with hotels and airlines as rooms and / or seats may not be available thus requiring to select alternatives.

What do I do if I require special assistance on the flight or at hotels

You need to contact the local airline office at least three weeks prior to your travel date and inform yourself of their procedure. Most airlines require a form to be filled with all details of your medical condition and certified by a qualified medical practitioner. You could then send it to us and we will ensure that the document is passed to the airline, hotels and handling agent as required.

What assistance do I receive at the airport

Customers who purchase their holiday package inclusive of ground transfers will be met by the chauffeur / guide assigned to them at the Bandaranaike International Airport. He could be found outside the arrival hall with a Travel Arcade Holidays board once you have cleared Customs formalities. We do not provide meet-on-arrival facilities for customers who book hotel accommodation only nor do we provide meet-on-departure facilities at your point of departure.

What is the role of the chauffeur / guide

His main duty is to drive you safely and comfortably during the entire tour you have purchased, to explain all facts relevant to the tourist sites included in your itinerary and to assist you with check-in at the hotels stated in your itinerary. In addition, he is required to assist you in every possible manner to make your holiday a memorable one. Chauffeur / Guides are well experienced and could make suggestions based on individual interests but are under strict instructions to respect the customer’s wishes. In the rare instance of any deviation from their instructions, please contact our Handling Agent immediately. Their contact details are found in the ‘ About Us ‘ page in our website as well in your Travel Voucher. Please do bear in mind that any additional excursions not included in your package that you might decide to avail as well as any additional kilometerage will have to be paid directly by you.

What money do I need for local expenses

Most leading bars, restaurants and shops in Sri Lanka accept credit cards. Due to ever increasing credit card fraud, we recommend you purchase all excursions and side trips from Travel Arcade Holidays in advance. It is also recommended that you pay for services obtained from bars and restaurants outside your hotel in cash.  ATM machines are found in all major cities such as Colombo, Kandy and Galle which accept most leading credit cards. However, ATM machines may not be found as easily in smaller towns. Scottish and Northern Ireland currency notes are not accepted. Traveller cheques are not accepted for direct transactions in bars and restaurants but can be en-cashed at all leading banks. When en-cashing traveller cheques or foreign currency, do bear in mind that bank rates are invariably more advantageous than hotel conversion rates.  However, it necessitates a visit to a bank. All banks are open for business on week days. They are closed on weekends and on public, bank and mercantile holidays.  We recommend that you use the several banks located at the arrival hall after completing Customs formalities as they offer attractive exchange rates. Please look after your passport, cash, traveller cheques and credit cards and make sure you use safety locker facilities provided by most hotels for this purpose. Sri Lankan rupees cannot be purchased overseas.

What will happen if I have to cancel my holiday

We make every effort to return all recoverable costs, other than the minimum shown in our Booking Conditions. We operate under EC travel law.  We will respond as quickly as we hear from you and expect our customers to act in the same manner. We appreciate that holidays are sometimes cancelled for valid reasons. Please refer our Reservation Conditions for full details. If you do not tell us that you no longer wish to travel, cancellation / no show charges will arise which we will regrettably have to recover from you.

What are the off seasons for tourism in Sri Lanka

The period from May to September is generally considered off season in the south and west coasts. The South-West monsoon rains occur during the months May / June. Similarly, October to April is considered off season in the east coast. The North-East monsoon rains occur during the months of December, January and February. Hence, Sri Lanka is a round-the-year destination with a season in one part of the country and an off season in another part of the country round the year. Do watch out for good value for money deals during off season periods.

In addition, inter-monsoonal rains could occur usually in October / early November in the South-West and East coasts.

Why do I need a chauffeur driven vehicle

Travel Arcade Holidays, similar to most other Tour Operators advise our customers to avail themselves of this option for a range of reasons; chiefly amongst them being road and driving conditions in Sri Lanka could vary from those in other countries and unless you are well experienced in those conditions, availing of chauffeur driven option is desirable. Nevertheless, we would be happy to arrange you a self-drive vehicle which generally would be more expensive than a chauffeur driven vehicle.

Why should we book with Travel Arcade Holidays

We offer a personalised, dependable and efficient service with a view towards assisting you to design your preferred holiday at reasonable prices. We endeavour to make your dream holiday a reality by trying to include your smallest wish in your itinerary. We are also ready to support you with our ground support and flexible Reservation Conditions in case things go wrong.

Will you reconfirm our return flight whilst we are on tour

Most airlines have done away with reconfirmation policy. Nevertheless, in case you have purchased a package inclusive of air ticket, our Handling Agent will attend to reconfirmation if required. However if you have purchased your own flights, it is your responsibility to attend to reconfirmation formalities where necessary, direct with the airline or travel agent.

Going through our 'Know Sri Lanka', FAQ and Reservation Conditions pages will be advantages to you and will keep you better inform on country, hotels, reservation procedures and much more...

01 January 2012