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Frequently asked questions

As a local, you already know a lot of information travelers need. We suggest writing down information travelers may need instead of coming up with it on the spot. If you feel there is information missing, you may research it, ask a neighbor, or go check it out yourself.

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.

Both Apps are new with locals in the United States. Most of the locals are in Florida; however, more cities are added everyday so you will need to log into the app to see which locations have locals available to you.

Yes! We suggest connecting with a local before you leave for your trip to plan your itinerary, go over what you are packing for the trip, and discuss anything you should know about the area before you get there.

You may cancel the connection by calling customer service at 855-325-2994. If the trip has not started yet, you will receive a full refund. If the trip has started then any days after the day you cancel will be refunded to you.

The only service that is 24/7 is On Call. With this service, your local will have their phone volume up during your entire trip. The other services are during the day only.

The exact daily hours are determined by the local. The standard is 9am-5pm but they may be available outside those hours. If you have any concerns about availability, discuss with them on the 1st day of the trip.

For any questions or concerns about your local connection, contact customer service at 855-325-2994.

The US emergency line is 911. If you have a medical emergency and need an ambulance or police officer, call 911. Your local cannot provide medical advice or make medical decisions for you.

Your local can provide information and support via phone call. They can help translate and make sure you get home safely. Here are a few examples:
  • If you lost your passport, they can provide embassy information.
  • If you lost your baggage, they can provide airline information and suggest places for clothes and toiletries.
  • If your wallet was stolen, they can help you file a police report.
  • If your flight for this evening was canceled, they can help you research options for a new flight and hotel.
  • If your is trip delayed or canceled and you bought travel insurance, they can review and research to see if you qualify for reimbursement.

In Person Service is required to be at a public location and at a reasonable time. Your local may request a different location and time should they not feel comfortable.

Yes! Your local can join you for any activity during your trip that they are comfortable with. I would suggest buying your local a cup of coffee as they are not obligated to make any purchases for In Person Services.

Unfortunately, we require a 24 hour notice for In Person Service. Your local needs time to arrange their schedule and prepare any information needed to meet you.

Locals have a lot of insider information and knowledge about their City but they don't know everything. If they do not have experience with your question or concern firsthand, then they will research for you. If you need additional assistance, call customer support at 855-325-2994.
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