ViaHero Help Desk

Getting Started 5

• How does ViaHero work?
• What does ViaHero's service cost?
• What do I get with the custom trip planning service?
• Will I meet my Hero in person?
• What does a Hero do?

About Heroes 6

• What is a Hero?
• Are Heroes actually locals?
• Will I meet my Hero in person? Is my Hero a tour guide?
• How do Heroes customize each trip plan?
• How are Heroes vetted?

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About ViaHero 4

• Why use ViaHero?
• Who is ViaHero?
• Can I speak to someone with ViaHero by phone?
• I have questions about ViaHero. How do I contact someone?

Submitting a Request 5

• Where can I submit my new trip request?
• How do I find a Hero?
• Can I talk to a Hero before I request a trip?
• What counts as "one day" of planning?
• How do I message a Hero before I book?

Waiting for Hero to Accept a Request 4

• How much time does a Hero have to accept a trip?
• What should I do if the Hero has declined my trip request?
• Why did my first choice Hero decline my request?
• How can I make sure that the Hero I request will accept?

Rush Trips 0

Payment 3

• What does the service cost?
• What are the available payment options?
• What counts as a day of planning?

Refunds and Cancellations 3

• What is ViaHero's refund and cancellation policy?
• When will I get my refund?
• How do I get a refund?

Coupons 2

• How do I use a coupon code?
• My coupon code isn’t working

Getting your finished Trip Plan 1

• How long does it take to build a trip plan?

Communicating with your Hero 1

• How will I communicate with my Hero?

Reservations 1

• Do Heroes make bookings and reservations?

Revisions and changes to trip plan 5

• Can I make revisions to my plan if I don’t like what the Hero has recommended?
• How do I add planning days to my order?
• How do I add group members to my order?
• Can I change my travel dates after I start planning?
• Can I submit a request before I know my travel dates?

Sample Trips 1

• What does a finalized guidebook look like?

Trip Status 1

• How can I check the status of my guidebook?

Using ViaHero without wifi 2

• Can I view my guidebook and maps offline?
• Accessing your Customized Google Map

What do I need to travel to Cuba? 8

• Can I travel to Cuba? (Non-U.S. citizen)
• I was born in Cuba, but now I'm a U.S. citizen
• Can I travel to Cuba? (Dual citizen - U.S. and other)
• U.S. citizens traveling to Cuba through Mexico/other countries
• U.S. citizen traveling on non-U.S. passport

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Tourist Card/Visa 2

• Acquiring the Tourist Card/Visa (traveling from U.S.)
• Acquiring a Tourist Card (flying from non-U.S. airport)

Legal Travel Categories 5

• Traveling under Support for the Cuban People
• I chose the wrong travel category/can I change my category?
• Will my ViaHero itinerary comply with the current Cuba travel regulations?
• Cuba Travel Guidelines UPDATE (June 2019)
• For the Family Visits category, what counts as a family member?

Guidebook Troubleshooting 3

• Downloading your Guidebook on the ViaHero App
• Downloading your Customized Map File (.KML)
• Accessing your Customized Google Map