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What Can I Discuss With the Traveller and What Should I Contact Customer Support For?
What Can I Discuss With the Traveller and What Should I Contact Customer Support For?

FOR EXPERIENCE MAKERS

Updated over 6 months ago

Knowing who to reach out to can streamline your experience and resolve questions more effectively. Here's a breakdown of when to communicate with the Traveler directly and when it's best to contact Customer Support:

  • Directly With the Traveler:

    • Meeting Details: Share the meeting point and time for the activity.

    • Special Requirements: Discuss any special needs the traveler might have, including dietary restrictions, accessibility considerations, accompaniment by young children, or celebration of special occasions.

    • Dress Code: Inform about any specific attire recommended or required for the activity.

  • With Fernwayer Customer Support:

    • Billing Queries: For any concerns related to payouts or specific charges.

    • Experience Challenges: If there are any issues during the experience or if something doesn't go as expected, requiring assistance or action.

    • Platform Questions: For inquiries about how to use the platform, understanding policies, or learning more about the services we provide.

Helpful Chat Features

  • Chats between Experience Maker and Traveler are Encrypted: This feature enables you to exchange sensitive information that is necessary for the experience such as passport information.

  • Photo Attachments are Possible in Chat: This is especially helpful for Experience Makers who wish to send images to the Traveler such as a photo of the meeting point, of the host the travelers will meet or a co-branded Fernwayer/Exp Maker Welcome image.

We're committed to making your journey as an Experience Maker smooth and enjoyable. Whether you need to sort out details with your Traveler or have questions that require our immediate attention, we're here to support you every step of the way.

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