At EliteXcape, we strive to provide top-notch support to ensure our clients enjoy a seamless and delightful travel planning experience. Our support policy outlines the types of assistance available, response times, and support channels to cater to your needs.
Monday to Friday: 9:00 AM – 6:00 PM
(GMT) Saturday: 10:00 AM – 2:00 PM
(GMT) Sunday and Public Holidays: Closed
1. Support Availability
Our support team is available to assist during the following hours:
2. Support Channels
We offer multiple channels to cater to your queries:
Email Support: Reach out to us at support@elitexcape.com. Response Time: Within 24 hours on business days.
Live Chat: Available on our website during support hours. Response Time: Immediate during active hours.
Phone Support: Contact our helpline at +1 234 567 8900 during business hours.
3. Types of Support Offered
3.1 General Inquiries
Assistance with navigating the EliteXcape website.
Clarification on travel packages, itineraries, and pricing.
3.2 Booking Assistance
Help with booking travel packages or accommodations.
Support for payment-related queries.
3.3 Account Assistance
Password reset support.
Updating profile information.
3.4 Technical Support
Addressing performance or accessibility issues.
Troubleshooting errors on the website.
4. Exclusions from Support
The following areas are outside the scope of our support services:
Assistance with third-party services booked outside EliteXcape
Custom itinerary planning not included in our standard packages.
Support for devices, browsers, or software unrelated to accessing our website.
5. Escalation Policy
If a query remains unresolved, it will be escalated to a senior support team member. Escalated issues will be addressed within 48 hours during business days.
6. Feedback and Complaints
We value feedback to improve our services. Please share any feedback or complaints at feedback@elitexcape.com.
7. Amendments to the Policy
EliteXcape reserves the right to amend this Support Policy at any time. Updates will be reflected on our website, and clients are encouraged to review this policy periodically.
