Welcomingness is a two-way thing. When a Traveler arrives with curiosity and respect, and an Experience Maker meets them with warmth and expertise, most days unfold beautifully.
But sometimes there's friction — a misunderstanding, an unmet expectation, or a moment that didn't feel right. This article is about how those moments are handled with fairness to both sides.
If a Traveler complains during or after an Experience
Try to resolve it directly with the Traveler first.
Most complaints come from a misunderstanding — the Traveler expected something they didn't get, or something on the day didn't feel right. A calm, honest conversation often resolves things quickly:
Listen fully to what they're saying before responding
Acknowledge the specific issue they've raised, even if you see it differently
Offer what you can — an explanation, an adjustment on the day, or a genuine apology where warranted
Keep it in Fernwayer Chat so there's a record of what was discussed
If you can settle it directly with the Traveler, that's usually the best outcome for everyone.
When to bring Fernwayer Support in
Contact Fernwayer Support if:
The Traveler isn't satisfied with your response and wants Fernwayer to look at it
The Traveler is asking for a refund or another remedy that only Fernwayer can process
The situation involves safety, dispute, or platform policy — anything beyond a simple misunderstanding
You'd like Fernwayer's help thinking through the response before you reply
Message Fernwayer Support through your Chat channel with a summary of what happened, what the Traveler is saying, and how you'd like to resolve it. We look at every situation with the same care Fernwayer brings to every relationship — treating both sides fairly, listening fully, and working toward a resolution that honors what actually happened.
If you have a complaint
If a Traveler behaved in a way that was inappropriate, disrespectful, or unsafe — or if something on the platform isn't working the way you expect — contact Fernwayer Support in Chat with the specifics:
What happened, in your own words
When and where it occurred
What outcome you're looking for
We take Experience Maker complaints seriously. We'll look into it and get back to you with next steps.
What Fernwayer will and won't do
We will review what happened fairly, ask both sides for their perspective if needed, and work toward a resolution that respects both the Traveler and the Experience Maker
We will not take sides before understanding the full picture, or share personal details between parties without consent
We may ask for documentation or evidence (photos, Chat records, receipts) to help resolve the situation
Complaints are handled case by case, and every situation is treated with care.