FAQs

Yes, the Apps are new and we are adding new locations everyday. Click “other” in the City dropdown and write in your City.

You need to be someone they can rely on. Be responsive and caring to your travelers. Provide accurate and good information with a positive attitude. A smile can go a long way.

The only service that is 24/7 is On Call. With this service, you are required to have your phone volume up at all times. The other services are during the day only.

On Call Service is 24/7. In Person Service can be any block of time. Q&A and Video Service are daily. The standard is 9am-5pm but you may choose the exact hours. If you choose a different block of time, be sure to communicate with your traveler on the first day of the trip.

If you don’t have any bookings yet during that time period, go to your profile- normal services and in person services-date overrides. If you have bookings already, contact customer service at 855-325-2994.

You can provide information and support via phone call. Ask if it is a true emergency. If so, provide the local emergency number. You may not provide medical advice; however, you can help by translating and making sure your traveler gets home safely. Here are a few examples:

• If they lost their passport, you can provide embassy information.
• If they lost their baggage, you can provide airline information and suggest places for clothes and toiletries.
• If their wallet was stolen, you can help them file a police report.
• If their flight for this evening was canceled, you can help them research options for a new flight and hotel.
• If their trip was delayed or canceled and they bought travel insurance, you can review and research to see if they qualify for reimbursement.

Your traveler sees your status along with your first name. Utilize this status as a communication tool to let them know if you are not going to be available for a short time due to a meeting, driving etc. Be sure to tell them the time they can expect you back to respond to any questions.

In Person Service is required to be at a public location and at a reasonable time. You may request a different location and time if you do not feel comfortable.

You are not obligated to make any purchases for In Person Services. If the place or activity requires payment, touch base with your traveler to make sure they are aware that they must pay for you or choose a different place or activity.

Travelers may book you for any day without notice for the base services. In Person Service requires a 24 hour notice.