On-Trip Support & Emergency Protocol
Last Updated: 07/22/2025
Your journey is important to us, and we aim to ensure a smooth and enjoyable experience from beginning to end. This policy explains the type of support Life’s Abri’s provides while you’re actively traveling, including how to get help, what to do in case of emergency, and what falls outside the scope of agency responsibility. While we offer guidance and limited remote support, it is ultimately the traveler’s responsibility to follow instructions, observe safety protocols, and be prepared to act independently when needed.
1. Support During Travel
During your trip, Life’s Abri’s offers:
Pre-coordinated itineraries and activity bookings
Scheduled alerts via the mobile app
Support via messaging or email (during business hours) for non-emergencies
Support via phone (outside of business hours) for emergencies
Liaison with local vendors in case of service disruptions
Guidance for common issues like: missed transfers, hotel mix-ups, or delayed excursions
We do not offer concierge-style services, unlimited real-time support, or physical representation in-destination unless otherwise stated.
2. Communication Methods While Abroad
Once your trip begins, support is generally available via the following:
Trip App: Central hub for messaging, updates, and alerts
WhatsApp or Call (+1 667-415-1470 for emergencies)
Email: hello@lifesabris.com
Please keep notifications on and monitor the app for any changes or instructions.
3. Office Hours & Availability
Standard Support Hours (Remote):
Monday–Friday, 9:00 AM to 5:00 PM EST
Closed on weekends and all major U.S. holidays unless you’re actively traveling and it’s an emergency.
Response Time Guidelines:
Urgent issues: Response typically right away or within 2–8 hours of a missed call
Non-urgent messages: Response typically within 24–48 business hours
We are not a 24-hour dispatch service. Travelers should always be prepared to take action independently if support is delayed due to time zone differences or peak travel periods.
4. Emergency Situations
In the event of a true emergency (e.g. injury, arrest, robbery, natural disaster), travelers should:
First contact local authorities or emergency services
Then reach out to:
Their travel insurance provider for medical evacuation or assistance
Their local embassy or consulate for legal or passport-related help
Life’s Abri’s for documentation or rescheduling support (if needed)
Examples of emergencies:
Serious illness or injury
Lost or stolen passport or wallet
Missing a major transfer due to flight delay
Family emergency back home
We will assist with rebooking, documentation for insurance claims, or vendor communication—but we do not replace medical, legal, or law enforcement authorities.
5. Non-Emergency Issues
We are happy to assist with non-urgent support, such as:
Clarifying details on your itinerary
Adjusting or verifying optional excursions (if permitted)
Providing directions or vendor contact information
Helping resolve minor misunderstandings with hotel or activity staff
Non-urgent messages should be sent via the mobile app or email, standard business hours apply, and we ask for your patience during high-volume travel periods.
6. Local Vendor Coordination
While Life’s Abri’s books and confirms arrangements with trusted partners, once on the ground:
Vendors are your direct point of contact
Changes, delays, or vendor errors should be communicated to us with documentation
We may offer remote assistance within our support hours, but cannot guarantee immediate resolution
If the issue involves misrepresentation, poor service, or unexpected charges, we will document the case and assist with requesting reimbursement or compensation as applicable—though refunds are not guaranteed.
7. Traveler Responsibility During Travel
Travelers are responsible for:
Reading and following the itinerary
Showing up on time for scheduled activities and transfers
Respecting local laws, customs, and vendor policies
Keeping communication lines open (especially if traveling solo)
Notifying Life’s Abri’s of any significant issues as soon as they arise
Failure to communicate in a timely manner may limit the assistance we can offer.
8. Insurance, Waivers & Limits of Liability
Travelers are strongly encouraged to purchase travel insurance with trip interruption, medical, and baggage coverage. Life’s Abri’s is not responsible for costs incurred due to:
Illness or injury
Emergency medical care
Weather disruptions
Lost, stolen, or damaged belongings
Delays, missed flights, or accommodation issues resulting from personal choices, force majeure, or vendor error
We will provide supporting documents to insurance providers for insurance claims when applicable.
9. Lost Items & Reimbursements
If a personal item is left behind, Life’s Abri’s can assist in:
Contacting the property/vendor to inquire about retrieval
Coordinating with shipping providers if found
However, the traveler is responsible for:
Paying any shipping fees
Risk of loss or non-recovery
We do not offer reimbursements for forgotten items or out-of-pocket costs unless due to a verified booking error on our part.
10. Final Note on Support Etiquette
We love our travelers and are committed to excellent service—but ask for mutual respect in how and when support is requested. This includes:
Using clear, respectful communication
Allowing realistic time for responses
Avoiding panic escalation in non-emergency situations
Trusting the process and the itinerary we’ve prepared
We’re here for you—but we’re also real people balancing multiple time zones, travelers, and vendors. Your kindness goes a long way.
Need Help Now?
📩 Email: hello@lifesabris.com
📱 App Messaging: Available once trip begins
📞 For urgent matters, use the emergency contact line: +1 (667) 415-1470