ViaHero Help Desk
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Knowledge base
Traveler FAQs
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?
View all 6
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?
Booking
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
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
Trip Planning
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
Travel to Cuba
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
View all 8
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?
Your Trip
Guidebook Troubleshooting
3
Downloading your Guidebook on the ViaHero App
Downloading your Customized Map File (.KML)
Accessing your Customized Google Map
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