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Questions? We have answers.

ABOUT VIAHERO

WHAT IS VIAHERO?

ViaHero is a new way to plan travel. ViaHero connects you to local experts - Heroes - who will plan a completely unique trip for you. They use your preferences and specific trip needs to create a rich, fully personalized, interactive Trip Plan that runs in our ViaHero app on your phone—online or offline—everywhere you go. In addition to itinerary recommendations the Heroes assist with booking research, arrange transportation and answer all of your questions. All this for as little as $15 / day.

WHY SHOULD I TRUST VIAHERO?

We have a 100% of your money back, none of our Heroes take commissions so they are only incentivized to do what's right for you. Plus you can read what other customers have said about each planner in the review section of their profile.

WHO IS BEHIND VIAHERO?

ViaHero is a team of passionate travelers who think you should have access to a local BEFORE your trip. You can learn more about our team here.

HEROES

WHAT IS A HERO?

A Hero is a native travel assistant who uses their local insights and knowledge to research, recommend and assist with things like flights, hotel and lodging, food suggestions, local tips and much more–all for an unparalleled travel experience. Your local Hero is with you every step of the way and will plan a trip to help you uncover hidden gems that you otherwise may not have discovered.

ARE HEROES ACTUALLY LOCALS?

Yes. They either currently live or have lived a significant amount of time in the country. Additionally, they regularly travel all over the country and are entire country experts, not just in their city of residence, and have connections throughout the country to aid in their trip planning.

WHAT DOES THE HERO PROVIDE?

A Hero provides three things:

  1. Fully personalized, interactive Trip Plan that runs in our ViaHero app on your phone—online or offline—everywhere you go. See a sample. This includes:
  2. Custom map. This will have all of the Hero’s recommendations for your trip, and can be accessed within an app, complete with offline navigation to all of your recommendations and more!
  3. Answers to all of your travel questions. Go ahead, ask away for a local’s perspective on all of your burning travel questions.

CAN I GIVE THE HEROES MORE INPUT?

Yes. Once you submit your booking, you receive a form to fill out as much, or as little info about your trip as you want. This will help the Hero further customize your Trip Plan to be exactly what you want. Once you receive your Trip Plan, you’re welcome to request edits and updates as needed.

IS THE HERO GETTING KICKBACKS OR COMMISSION?

Nope. They get paid a flat fee so that you can be assured that the Heroes are doing what's best for you rather than what's best for their commissions.

HOW CAN I TRUST MY HERO?

Our Heroes go through a rigorous interview and training process. Most of them have many years of successful experience planning trips and comprehensive knowledge of the entire country. Additionally, we show ratings and reviews for our specialists on their profile.

We are successful when our travelers are happy with their experience. Thus, we’re focused day in and day out on making sure that our Heroes provide the best possible advice and Trip Plans tailored to each traveler’s unique requirements. They don’t favor certain hotels, certain tour guides, or certain destinations; the Heroes simply try to make sure that what they propose is the best fit for you.

Additionally, we aim to be as transparent as possible by showing ratings and reviews for our Heroes, so if a Hero makes a poor recommendation, you’ll see that represented in the reviews. We do not filter reviews, they are input by the customer themselves.

DO I MEET THE HERO / IS THE HERO A TOUR GUIDE?

Some Heroes happen to be tour guides, but all are travel fanatics that love their home turf. The Hero takes your interests and build your custom Trip Plan and maps. If you want a guide for a portion of your trip, they will arrange this for you. Occasionally the Hero and customer agree to meet during their trip, however this is outside of the ViaHero service.

HOW WILL I COMMUNICATE WITH THE HERO?

Email. You'll receive the Trip Plan from ViaHero and can use email to ask questions and request and changes you may want to the Plan.

CAN I CALL MY HERO WHILE ON MY TRIP?

Yes. For now this is a free added bonus. The Hero can share their phone number with you, though they are not necessarily on call 24/7. In our experience, they do answer their phone regularly and can certainly help you in a pinch.

TRIP PLAN

WHAT IS IN A TRIP PLAN?

  1. Recommendations of where to go and what to do each day, with complete flexibility.
  2. Booking research and recommendations. For anything that does not require a credit card the Hero will arrange and reserve a booking for you. Typically this involves drivers, tour guides, dinner reservations and other non-credit card bookings. They provide direct links to book anything that needs credit cards to book and all you have to do is enter your credit card information.
  3. Tips on what expect. The Trip Plan is loaded with crucial information like how to typical costs, cultural norms, how to exchange money, what plug adapters you’ll need, and much, much more.

WHAT IS THE PROCESS? HOW LONG DOES IT TAKE?

On average, a Hero can complete most Trip Plans in 3-5 days.

Within 24 hours they will send over a basic itinerary to get your approval before building the Trip Plan in the ViaHero Trip Plans app. The sooner you agree on a basic itinerary, the sooner the Hero can finish the Trip Plan in the app.

If you’re in a last-minute pinch, drop us an email at customer-support@viahero.com after you request your Trip Plan and within 1 hour, we’ll let you know whether we’re able to meet your deadline and connect you directly with a Hero and send a link to pay.

WHAT DO I GET WITH THE DIFFERENT OPTIONS?

Recommendations Only ($15 / day) - The Hero will provide a list of recommended activities, sights, restaurants, events and whatever you need for a day’s worth of activities based on where you’re traveling and your interests. The # of days you choose can either be your entire trip, or just a part of your trip. You’ll receive everything in the Trip Plans app, complete with a custom interactive map.

Logistics only ($15 / day) - The Hero will research and assist in arranging any transportation, lodging, flight, guide, tour needs you have for your trip, or a portion of your trip. You will receive this information both in our Trip Plans app and via email.

Recommendations + Logistics ($25 / day) - All of the above. The Hero will help you with whatever you need for your trip.

CAN I SEE MY TRIP PLAN OFFLINE?

Yes. You’ll have offline access to your Trip Plan in the Trip Plans app, plus offline access to your maps. You’ll even be able to navigate offline to all of your Hero’s recommendations, which are highlighted on the map. Plus you can also navigate to any place that exists in Google Maps, all offline. Pro-tip: While traveling, turn off your data but keep your WiFi on to be able to see your blue location dot on the map.

WHAT IF I ONLY NEED A PART OF MY TRIP PLANNED?

Yes, one of our Heroes can absolutely help. Some people want their entire trip planned out, while other may only need help with a portion of your trip.

WHAT IF I DON’T KNOW WHERE I’M GOING YET?

No problem. As long as you know the country you’d like to travel to, your Hero can help you figure out where to go within the country depending on your interests, budget, timeframe, etc. They love helping with this part of the travel planning process and can suggest a really unique itinerary.

IS EVERY TRIP PLAN ONE-OF-A-KIND?

Yes! Each Trip Plan is truly one-of-a-kind. We consider your personal tastes and preferences, who you’re traveling with, what your budget is, when you’re going, what you’re interested in doing and seeing, dietary restrictions, and more to build the perfect Trip Plan for YOU. These trips are built by people for people, not algorithms.

SO YOU’RE LIKE A TRAVEL AGENT, RIGHT?

Yes and no. We love the personal touch that great travel agents bring into the travel planning and booking process, but the Heroes are not typically travel agents (though some are for their day job). We aim to combine the best of both worlds: the high-touch service of a traditional travel agent with local insight to enrich your trip experience, combine with a state-of-the-art mobile Trip Plans and map app, so you access your trip info anywhere you are, without data. We’re building a marketplace where our Heroes are freelancers who can devote as much time as they want to helping ViaHero travelers plan and book trips.

DOES VIAHERO DO BOOKINGS?

For anything that does not require a credit card the Hero will arrange and reserve a booking for you. Typically this involves drivers, tour guides, dinner reservations and other non-credit card bookings. They provide direct links to book anything that needs credit cards to book and all you have to do is enter your credit card information to complete the booking.

COSTS

WHAT DOES IT COST?

Recommendations Only ($15 / day) - The Hero will provide a list of recommended activities, sights, restaurants, events and whatever you need for a day's worth of activities based on where you’re traveling and your interests. The # of days you choose can either be your entire trip, or just a part of your trip. You’ll receive everything in the Trip Plans app, complete with a custom interactive map.

Logistics only ($15 / day) - The Hero will research and assist in arranging any transportation, lodging, flight, guide, tour needs you have for your trip, or a portion of your trip. You will receive this information both in our Trip Plans app and via email.

Recommendations + Logistics ($25 / day) - All of the above. The Hero will help you with whatever you need for your trip.

WHY DOES VIAHERO COST $15-25 / day?

We believe in two things: 1) Super transparent pricing and 2) That everyone should be able to afford to have an amazing trip planned for them. Because of that, for just $25 per day of travel (ViaHero does not get any kickbacks from recommendations we make - we care about your trust first and foremost), we’ll do all the work so you can focus on enjoying your trip instead of planning it.

WHAT IF I DON'T LIKE MY PLAN?

No problem. You can email the Hero and they'll edit it to fit your needs. Still don't like it? Just let us know and we'll give you 100% of your money back, no questions asked!

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