Customer Service
We're here to help you every step of your journey. Our dedicated customer service team provides 24/7 support to ensure your travel experience is smooth, enjoyable, and stress-free.Get in Touch
Multiple ways to reach our customer service teamPhone Support
24/7 emergency assistance
- •Toll-free: 1-800-TRAVEL
- •International: +1-555-0123
- •Emergency: +1-555-0124
- •Average wait time: < 2 minutes
🕒 Hours: Available 24/7
✨ Best For: Emergency situations, complex issues
Live Chat
Instant online assistance
- •Available on website and app
- •Real-time text chat
- •Screen sharing capability
- •Chat transcript emailed to you
🕒 Hours: Mon-Fri: 8AM-10PM, Sat-Sun: 9AM-8PM
✨ Best For: Quick questions, booking assistance
Email Support
Detailed written assistance
- •support@smartworldtravel.com
- •Response within 24 hours
- •Attach documents easily
- •Detailed tracking of your inquiry
🕒 Hours: Mon-Fri: 9AM-6PM
✨ Best For: Non-urgent issues, documentation
Mobile App
Support on the go
- •In-app messaging
- •Push notifications
- •Offline assistance
- •Travel document storage
🕒 Hours: Available 24/7
✨ Best For: Travelers on the move, quick access
In-Person Support
Face-to-face assistance
- •Airport kiosks available
- •City center offices
- •Hotel concierge partnerships
- •Appointment scheduling
🕒 Hours: Varies by location
✨ Best For: Complex bookings, visa assistance
AI Assistant
Instant automated help
- •24/7 availability
- •Natural language processing
- •Multi-language support
- •Escalation to human agents
🕒 Hours: Available 24/7
✨ Best For: Quick answers, basic inquiries
Response Time Guarantees
Our commitment to timely responses for all inquiriesEmergency
ImmediateLess than 5 minutes
Urgent
30 minutesLess than 30 minutes
Standard
2-4 hoursSame business day
Non-Urgent
24-48 hoursWithin 2 business days
Service Levels
Different levels of service to meet your needsBasic Support
Free
- ✓Email support
- ✓Knowledge base access
- ✓Community forums
- ✓Standard response times
Budget travelers, DIY planners
Priority Support
RM29/year
- ✓Priority email responses
- ✓Live chat access
- ✓Phone support
- ✓Dedicated account manager
- ✓24/7 emergency assistance
Regular travelers, families
VIP Concierge
RM199/year
- ✓White-glove service
- ✓Personal travel consultant
- ✓Instant response times
- ✓Proactive travel monitoring
- ✓Exclusive deals and upgrades
Frequent travelers, luxury clients
Common Issues & Solutions
Quick solutions to common customer service inquiriesBooking Changes
ModificationsUse your account portal to modify bookings up to 48 hours before travel. For urgent changes, contact our 24/7 support line.
Payment Problems
BillingCheck your payment method details and try again. If issues persist, use our secure payment portal or contact billing support.
Document Requirements
DocumentationUpload required documents through your account dashboard. Our team will review within 24 hours and notify you of any issues.
Travel Disruptions
EmergenciesContact our emergency line immediately for flight cancellations, delays, or other travel disruptions. We'll assist with rebooking and accommodations.
Service Complaints
FeedbackSubmit detailed feedback through our complaint form. We investigate all issues within 48 hours and provide resolution options.
Technical Issues
TechnicalTry clearing your browser cache or using our mobile app. For persistent issues, contact tech support via live chat.
Your Feedback Matters
Help us improve our service with your feedbackHow to Share Feedback
- •Post-trip surveys
- •In-app rating system
- •Email feedback forms
- •Social media reviews
- •Direct communication with support
What We Do With Feedback
- •Analyze trends and patterns
- •Identify improvement areas
- •Train support teams
- •Update processes and systems
- •Recognize outstanding service
Send Us a Message
Send us a message and we'll get back to you promptlyEmergency Contact
For immediate assistance during travel emergenciesAvailable 24/7 for travel emergencies only
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