Frequently Asked Questions (FAQs)

1. General

1.1 Are you a UK based company?
Yes – travelMalaysia.co.uk is a UK based internet site. We were established in 2005 to concentrate purely on holidays to Asia. This website is trading under the name of Elegant Travels. Elegant Travels is the trading name of Elegant Travels Limited. Our office address is 169 High Street, Barnet, Herts, EN5 5SU.

1.2 Are you contactable easily? Yes we are. We have a Customer Service number which can be found by clicking on the Contacting Us link on the top right of the website’s menu bar. However, travelMalaysia.co.uk operates primarily as an internet company, with the aim to use the benefits offered by IT. Therefore, wherever possible we prefer to communicate by e-mail allowing us to organise ourselves to be much more productive and increase savings which is reflected in our prices. Nevertheless, we do not believing in being impersonal, especially one conversation may kill off the necessity for several emails. So at any time if you would like to speak to one of our travel consultants please let us know and we will contact you at a time convenient to you.

1.3 Do you have a brochure? No – Our holiday brochure is our internet site, this offers up-to-date information and prices which a brochure cannot provide.

1.4 Are your holidays ATOL protected and if so what’s its benefit to me? Yes they are. We act as retail agents for licensed tour operators who are ATOL bonded. The Air Travel Organisers’ Licence (ATOL) is the UK government-backed scheme managed by the Civil Aviation Authority and gives security for all air packages sold by UK tour operators. If a company stops trading, you’ll get a refund. If you’re abroad at the time, you’ll be able to finish your holiday and fly home. Discover more at http://www.caa.co.uk/cpg/atol/default.asp

1.5 My holiday will start outside the UK. Does ATOL protection cover me? Yes, under the following circumstances:

Civil Aviation Authority regulations state: "Where the customer is outside the UK when the booking is made, the policy of the CAA is that the customer should be protected by the ATOL bond if both of two tests are met: the first leg of the licensable journey must depart from the UK and the flight or holiday must be advertised primarily in the UK.''

All our flight-holidays are advertised primarily in the UK. All you have to do is make your own arrangements to reach the UK and depart from the UK to your holiday destination.

1.6 How can I pay for my holiday? You can pay using one of the following payment options:

By Phone - please telephone our customer helpline on 0845 9000 247 (UK time): 9am - 5pm Mon to Fri, 9:30am - 3pm Sat to pay by credit/debit card.

By Faxing - please fax your credit/debit card details to Elegant Travels Limited on 01845 571328.

By Cheque - please send your cheque payable to Elegant Travels Ltd. At the reverse of the cheque please quote your reference. Postal Address: Elegant Travels Ltd, 169 High Street, Barnet, Herts, EN5 5SU.

1.7 When and how do I receive my invoice? You will receive an invoice each time you make a payment i.e. deposit, full balance, etc. Invoices are sent via email. If you would like them posted to you please let us know and we are happy to do that.

1.8 What if I have to cancel my holiday? We recognise that holidays occasionally have to be cancelled for valid reasons. Our cancellation charges in our booking conditions apply, at our discretion as we are not always able to recover payments and admin costs committed on your behalf. If you are cancelling your holiday, you must tell us immediately using our Customer Enquiry Form (Click here) or by calling us on our Customer Service Line (Click here). For more details about holiday cancellations please see our Terms and Conditions (Click here).

1.9 Do I need a visa in Malaysia? Holders of UK passports can holiday in Malaysia for up to 30 days. If you are travelling for longer, or on business, or do not hold a UK passport, please check your requirements, and find forms, at the Malaysian High Commission (Click here to visit website) or phone 020 7262 1841.

1.10 I am taller than average. Can I request extra leg room on the flight? Yes you can. We will request this on your behalf, however we cannot guarantee it since it is up to the airlines to address this and airlines commonly receive excessive numbers of such requests. Our advise is that you also make representations to the airline directly either by letter or by arriving at the check-in desk early, where your needs can best be considered.

1.11 I have a medical condition that may needs special assistance on the flight or during my stay. What should I do? We recommend that you contact your doctor and request that full details of your condition are provided in writing at least a month before departure. We will then forward this information to the airline, ground agents, or hotels as appropriate.

1.12 What do you advise about money? Most major credit cards are widely accepted in bars and restaurants. In major city centres such as Colombo, Kandy, Galle, etc and tourist areas, there are an increasing number of ATM machines, so cash can be easily withdrawn. However, we advise that you take some travellers cheques in sterling and some sterling cash. Travellers Cheques can be easily be cashed at the hotel or at any bank. The best place to get the sterling cashed to local currency is at the Colombo airport on arrival. In the airport arrivals hall, there are lots of bank offering excellent rates. As anywhere in the world, guard your money, credit cards and travellers cheques safely and use safety-deposit boxes where possible.

1.13 I have heard that return flights have to be reconfirmed when we are in Malaysia, Is this true? Yes – for some airlines you do have to reconfirm your return flights. If this needs to be done our ticket documentation will provide all the necessary information as to how to re-confirm you flights.

1.14 What if people need to contact me in an emergency when I’m in Malaysia? The service voucher which will be posted to you will have our local office telephone numbers and we will also be giving you a local emergency mobile number. You will be able to use any of these numbers to leave a message in an emergency. You can also contact our UK office (Click Here) to pass on messages in an emergency. We recommend that you leave a copy of all these numbers, plus a copy of your itinerary, with appropriate friends or relatives in the UK.

1.15 I have just returned from a wonderful holiday in Malaysia and wish to send you an email of thanks. Which email address can I use for this to receive the best attention? We always like to hear from you whether it is positive or negative. Please email to MD@ElegantTravels.com .

2. Tailor-Made Holidays

2.1. How long do you take to provide an itinerary and quote for a tailor-made tour? Currently, our response time for a tailor-made tour is 2-3 working days. If you would like your answer sooner please let us know. Each request is dealt with exclusively to make sure your individual needs and comfort are met and to make sure you get the best holiday for your money. As a result, it can take time to prepare.

2.2. Do you reserve the flights and hotels for the tour/holiday? We place a temporary reservation on the flight seats during the initial preparation of the itinerary. Hotels are reserved after the tour itinerary has been finalised and accepted by you.

2.3. When do we have to pay for the holiday? Once the holiday itinerary has been finalised, we require 10% deposit for the holiday/tour and 100% payment for the flights. The remainder for the holiday/tour must be settled at least 8 weeks before departure.

2.4. Do we have to travel with other holidaymakers or do we get our own vehicle? All our holidays are individually catered for and are flexible – this means if you wish to travel in your own vehicle with an experienced English speaking driver guide, then this can be arranged with a small supplement.

2.5. Do we get an emergency contact number while in Malaysia? Yes – We have a 24/7 emergency mobile number to contact our local representatives. Please, note your driver guide will also be with you during the whole tour apart from during the beach stay.

2.6. Do we receive any tour and hotel vouchers? Yes you do – once the tour booking has been confirmed and we have received the full payment, a service voucher will be posted to you.

2.7. When will my flight tickets arrive? Flight tickets will be sent to you soon after full payment for the tickets has been made.

2.8. Will we be met at the airport in the UK? No – Your airline ticket documentation will say how many hours beforehand you must check-in at the airport – normally 2-3 hrs. When you arrive at the airport, please check the check-in information screens to get the check-in desk number and check-in at the desk.

2.9. Who will be meeting us at the airport in Malaysia ? On arrival you will be met by one of our airport representatives or by your driver/guide. On arrival you will have to look out for your name board (paging board).

2.10. What happens if our flight is delayed? For all our holiday/tours we provide our local representative with your flight details and they will monitor the arrival time of your flight.

2.11. Are the hotel rooms Air Conditioned? Yes, most of the holidays that we offer come with air conditioned (A/C) rooms. However, if they are not A/C then this will be clearly indicated in our holiday package/itinerary.

2.12. Do we get an Air Conditioned vehicle? Yes - all tourist vehicles are air conditioned (except safari jeeps). The vehicle is your own vehicle and could be either a car or a small 7 seater mini coach.

2.13. If the hotel is not available or is overbooked what do you do? We always endeavour to provide the offered hotels. If any hotel is not available at the time of reservation, we will be providing you with a similar or better category hotel in the same area.

2.14. Does the local driver/guide work for you or do you contract them out and what experience do they have? The driver/guides work for our agent/office in Malaysia which has over 20 years of experience in tailor-made tours. Most of the driver/guides have been with the company for over 15 years and have an in-depth knowledge of Malaysia and they are very fluent in the English language. All of our staff are very loyal and are trained to look after your interest and safety at all times.

2.15. How easy will it be to get lunch on the tour? There are restaurants every few miles. However, our diver/guide will take you to the best restaurants catered for tourists in the area. At any time you wish to stop for a break please ask the driver/guide.

2.16. What kind of tipping is required for the driver/guide and around the tour? Tipping in Malaysia is entirely discretionary. However, some extra money paid for services, such as a porter, taxi ride, etc. is appreciated. For this travellers can add around 5-10% of their incidental expenses, if service has been good.

3. Package Holidays

3.1. How long do you take to provide a quote and availability for a package holiday? Currently, our response time for a package holiday is 1-2 working days. Unlike big tour operators we do not have pre-booked flights and accommodation, therefore, we have to check flights and accommodation independently and this can take time. However, we get the best deals and are flexible because we are not restricted to pre-booked package/itinerary.

3.2. Do you reserve the flights and hotels for the holiday during the initial request? We do a temporary reservation on the flight seats during the initial request and check accommodation availability. We then inform you of the total cost and then once we receive your go-ahead and deposit we will then book the accommodation.

3.3. When do we have to pay for the holiday? Once you are happy to go-ahead with the booking, we require 20% deposit for the holiday/tour and 100% payment for the flights. The remainder for the holiday/tour must be settled at least 75 Days before departure.

3.4. Do we have to travel with other holidaymakers or do we get our own vehicle? Most our holidays are individually catered for – this means you will have your own vehicle and an experienced English speaking driver guide. Therefore, you will not be traveling with any other holidaymakers. However, we have few holidays which we sell from other tour operators and for them, you may travel with other holidaymakers. If you are getting your own vehicle this will be mentioned in the holiday details.

3.5. Are the entrance fees for places of interest included the tour packages? If not, why? For some packages the entrance fees are included and some are not. Please see the Other Charges and What Includes information for the package. If the entrance fees are not included, then this is to give you an opportunity to decide on the dos and don’ts during the tour. From our past experience we found that the majority of the visitors wish to change the itinerary (adding or removing places of interests) during the visit. The only person who is loosing for charging in advance is you. However, if you want us to include the rates for place of interest in the quotation, then please let us know.

3.7. Do we get an emergency contact number while in Malaysia? For beach stay packages you get a daytime 9-5 contact number. For tour packages you get a 24/7 emergency mobile number to contact our local representatives. For tour packages, please note your driver guide will also be with you during the whole tour apart from during the beach stay.

3.8. Do we receive any tour and hotel vouchers? Yes you do – once the booking has been confirmed and we have received the full payment, a service voucher will be emailed to you.

3.9. When will my flight tickets arrive? Flight tickets will be sent to you soon after the full payment for the tickets has been made.

3.10. Will we be met at the airport in the UK? No – Your airline ticket documentation will say how many hours beforehand you must check-in at the airport – normally 2-3 hrs. When you arrive at the airport, please check the check-in information screens to get the check-in desk number and check-in at the desk.

3.11. Who will be meeting us at the airport in Malaysia ? On arrival you will be met by one of our airport representatives or by your driver/guide. On arrival you will have to look out for your name board (paging board).

3.12. What happens if our flight is delayed? For all our holiday/tours we provide our local representative with your flight details and they will monitor the arrival time of your flight.

3.13. Do we get an Air Conditioned vehicle? Yes - all tourist vehicles are air conditioned (except safari jeeps). The vehicle is your own vehicle and could be either a car or a small 7 seater mini coach.

3.14. If the hotel is not available or is overbooked what do you do? We always endeavour to provide the offered hotels. If any hotel is not available at the time of reservation, we will be providing you with a similar or better category hotel in the same area.

3.15. Does the local driver/guide work for you or do you contract them out and what experience do they have? The driver/guides work for our agent/office in Malaysia which has over 20 years of experience in tailor-made tours. Most of the driver/guides have been with the company for over 15 years and have an in-depth knowledge of Malaysia and they are very fluent in the English language. All of our staff are very loyal and are trained to look after your interest and safety at all times.

3.16. How easy will it be to get lunch on the tour? There are restaurants every few miles. However, our diver/guide will take you to the best restaurants catered for tourists in the area. At any time you wish to stop for a break please ask the driver/guide.

3.17. What kind of tipping is required for the driver/guide and around the tour?Tipping in Malaysia is entirely discretionary. However, some extra money paid for services, such as a taxi ride, is appreciated. In the hotels travellers can add around 5% of their incidental expenses when paying the bill on departure, if service has been good. Government tax is added to all hotel and restaurant bills and this is included in the basic price. However, all incidental hotel expenses will incur a 12% tax, which is generally included in the price quoted.

3.18. Do our belongings stay in the car/transport during the tours? If so, does the driver stay with them at all times? Your luggage will be staying in your vehicle when traveling in between hotels. When necessary the driver will remain with the car.