Even a well-designed Experience meets the real world. A Traveler runs late. Weather turns. A stop closes unexpectedly. You realize you're running behind. This article covers what to do when the day doesn't go quite to plan.
The general principle: use your best judgment locally, and keep Fernwayer informed. Most of what happens on the day is faster resolved on the ground than from afar. Fernwayer Support and your direct contact are there for anything that needs us — before, during, or after. And how you handle a disruption is often what a Traveler remembers most. Fernwayer trusts you to make the right call locally.
If you can't find each other at the meeting point
Stay at the meeting point. Make every possible effort to reach them through Fernwayer Chat and the phone number you have in the booking details. Send a photo of exactly where you're standing. They may just be running late in an unfamiliar city - or may have lost their way to the meeting point.
Wait longer than you think you need to. New cities, unfamiliar transit, translation apps — Travelers often need more time to arrive than they've planned for.
Wait up to 30 minutes. This is our policy — enough time for a Traveler to navigate transit delays or find the meeting point.
If after 30 minutes you still haven't connected, message Fernwayer Support so we know the situation, before leaving the Meeting Point.
If the Traveler arrives late
If your schedule permits, offer the full Experience — even if it means ending later than originally planned. This lets the Traveler enjoy what they booked and paid for.
If you can't extend, explain honestly: "I'm so glad you made it. I have a commitment after this, so we'll do a slightly shorter version, focused on the highlights." Then adjust the itinerary to cover the essentials within the remaining time.
Approach the moment graciously. A late Traveler feels flustered already; the tone you set in the first minute shapes the rest of the day. Never suggest that you are doing them a favor.
If the weather changes during the day
Adjust the flow, not the content. Move an outdoor segment indoors, sequence stops for shelter, take a taxi where you'd have walked. The listed stops and inclusions still happen — the shape of how you reach them changes.
If conditions become genuinely unsafe during the Experience — a storm, an air quality alert, an authority advisory — pause the Experience. Get the Traveler to safety. Then message Fernwayer Support.
For cancellations mid-day for safety reasons, see About Cancelling a Booking.
If a stop is unexpectedly closed or a plan falls through
Substitute thoughtfully within the theme. If a scheduled restaurant is closed, find another that matches the intent. If a private venue is unavailable, find a comparable moment nearby. The goal is to deliver the spirit of what was promised.
Tell the Traveler what happened and what you're doing about it. Travelers appreciate honesty; they don't appreciate pretending everything is fine.
If a Traveler is unwell during the day
Local emergency services first. Call the local emergency number if the situation is serious. Your Traveler's safety is more important than the Experience.
Stay with the Traveler. Accompany them to a doctor or hospital if needed. Being alongside them matters more than any other detail of the day.
Notify Fernwayer Support as soon as you can, so we can help from our end — communicating with their travel companions, coordinating with their travel insurance if needed, or supporting logistics.
The Experience is over when it needs to be. Don't try to continue if the Traveler needs care.
If you're personally unable to continue
Reach a collaborator or a trusted local first if possible — someone who can host the Traveler safely for the remainder of the day.
Contact Fernwayer Support immediately — through Chat, and via text or email to your Fernwayer contact. We'll help coordinate what's next.
If the Experience can't be completed, Fernwayer will handle the refund and Traveler communication.
After the Experience
If something notable happened during the day — a substitution, a delay, an incident — send Fernwayer (Fernwayer Support and your Fernwayer contact) an "incident report" note. This helps us refine listings, prepare for future bookings, and support you if any follow-up is needed.