A Traveler's message can catch you off-guard. They might ask to reschedule a booking, add a friend, or reduce their party size. Some of these are conversations you can have directly through Chat. Others touch the payment and cancellation policy and belong with Fernwayer Support.
This article is a quick guide. For the mechanics behind each scenario, follow the link in the third column.
The Traveler wants to… | What to do | Where to direct them |
Add more people to the booking | Depends on timing — more than 15 days out, Traveler can cancel and rebook; within 15 days, Fernwayer Support or Experience Maker helps set up an overlapping availability for the exact number of additional participants | How Do I Add Participants to an Existing Booking? |
Reschedule to another date | Direct the Traveler to Fernwayer Support | Direct the Traveler to Fernwayer Support. Reschedules can only be done on the back-end by Fernwayer Support within 48 hours of the booking, or in the case of a weather/safety issue. |
Reduce their party size (drop one or more people) | If the booking is 8 days out, Traveler can cancel and rebook. Within the last 7 days, they cannot make the change. | About Cancelling a Booking |
Cancel the booking | Traveler can cancel the booking without losing any money up to 8 days before without losing any money. Within the last 7 days, they do not get a refund. | About Cancelling a Booking |
No-show on the day | Contact Fernwayer Support immediately. Every effort must be taken by the Experience Maker to contact them via Chat and phone number. If despite their best effort, the Traveler does not respond or communicate for 30 minutes after the scheduled start time, this is a No-Show by the Traveler. | About Cancelling a Booking |
Update dietary needs, mobility, ages, or interests | Handle through Chat — no policy implication | Communicating with Your Traveler |
Change the meeting point (from your side) | Update through Chat, and confirm the new location clearly | Communicating with Your Traveler |
Ask questions about the Experience before the day | Answer through Chat — promptly and specifically | Communicating with Your Traveler |
Discuss weather concerns | Handle through Chat unless a cancellation is likely, in which case direct the Traveler to Fernwayer Support | Communicating with Your Traveler + About Cancelling a Booking |
Two rules that cover most of it
If you remember two things, most of these situations fall into place:
Anything that touches the cancellation policy — refunds, reschedules, party-size reductions, no-shows — goes to Fernwayer Support. Not because we don't trust you to handle it, but because the money math needs to be consistent for everyone. Support has the tools and context to keep it clean.
Everything else — the day-to-day back-and-forth of getting ready for the Experience — happens in Fernwayer Chat. Meeting point, dietary needs, questions about the destination, weather updates. See Communicating with Your Traveler.
When you're not sure
If a Traveler's request doesn't fit neatly into any of the rows above, don't guess. Message Fernwayer Support through Chat before responding to the Traveler. A quick check-in with us is always faster than untangling a change that didn't land the way you intended.