Support is where a company’s actual character shows, because it is the only part people reach when something has already gone wrong. We would like to be good at the moment nobody plans for.
Every company says it cares about customer service. It is the least distinguishing sentence in business, and saying it again would not make it truer.
So instead: here is what we decided, and why. Somebody at the other end of a message is usually tired, often in an unfamiliar place, and occasionally slightly panicked about something that matters more than a data plan should. That person is who these decisions are for.
They were made before we launched, which means they were made calmly, without a particular difficult customer or a bad month pressing on them. We would rather be judged on decisions taken in the quiet than promises made under pressure.
One: a refund window with a number on it
We have a twenty-one day refund window, and there is a small per-eSIM processing fee. Both of those are printed in the refund policy, and neither is buried.
We deliberately do not describe this as a guarantee. A guarantee implies no conditions, and there are conditions — there is a window, there is a fee, and there are situations where a refund is not the right remedy. Calling something a guarantee and then applying conditions is how companies end up in a fight with a customer who read the headline and not the terms.
Refunds go back to the original payment method, in the currency you paid in. That second part sounds like a technicality and it is the thing that most often goes wrong elsewhere.
Two: we built the support desk rather than buying one
This was a considerable amount of work and it was not the obvious choice. There are perfectly good off-the-shelf products and most companies our size use one.
We built our own because a bought support desk sits outside the thing it is supporting. Someone contacts you about an eSIM that is not connecting, and the agent has to go and look in a different system to find out anything useful about it. That gap is where most bad support experiences actually live — not in the agent’s attitude but in the fact that they cannot see what you are looking at.
Ours sits alongside the system that issued the plan. When you write in, the person or the assistant reading it can see the state of the thing you are asking about.
WHAT THIS DOES NOT MEAN
It does not mean we will be faster than everyone else, and we are not going to claim a response time we have not yet had to meet.
It means the person answering can see what you can see. That is a smaller promise and a more useful one.
Three: the assistant answers or hands over, and says which
We have an assistant, Globeebot, which handles a good deal of what people ask. It is genuinely useful for the common questions — how to set up, what a plan covers, why something is not connecting.
The decision that matters is what happens when it cannot help. It hands over to a person, and it says that it is doing so. It does not loop, it does not pretend, and it does not attempt to exhaust you into giving up, which is a design pattern the industry has quietly normalised.
We are aware that an assistant is what everyone says is helpful and customers frequently find is not. The test is not whether it exists but whether it knows its limits.
Some things we decided not to do
No satisfaction score at the end of every reply. If we want to know how we are doing we can ask properly, occasionally, rather than ending every conversation with homework.
No tiered support. Everyone gets the same queue. A support tier you can buy is a statement that the standard service is deliberately worse.
No retention obstacle course. If you want to delete your account, the button deletes your account. It does not route you through four screens of offers first.
No fabricated review counts. We will display reviews when we have real ones, and not before. An empty section is more honest than a seeded one.
Where we expect to be criticised
Two places, and it is better to name them.
The first is the refund fee. A small per-eSIM charge on a refund is genuinely annoying to a customer who has had a bad experience, and no explanation of processing costs makes it feel better in the moment. We think a small stated fee is more honest than a headline of free refunds with the cost recovered somewhere less visible, but we understand entirely why it irritates.
The second is that we cannot always tell you why something did not work. Sometimes a connection problem sits with infrastructure we do not operate, and the honest answer is that we know it failed and we do not know precisely why. We would rather say that than invent a cause. It is not a satisfying answer, it is the true one, and we would rather disappoint you accurately than reassure you falsely.
How to reach us
From the site, or by replying to any email we send you. Both arrive in the same place, and the reply comes from someone who can see your order.
What we are actually trying to build
Travel connectivity has been quietly awful for a long time, and most people have simply accepted it — the bill that arrives three weeks later, the plan that turned out to have a ceiling, the twenty minutes at an airport trying to buy something from a website that was not built for a phone.
None of that is anyone’s fault exactly. It accumulated. But it does not have to stay that way, and we would like to be one of the companies that helps it not stay that way — by being clear about what things cost, honest about what we cannot do, and genuinely useful in the ten minutes when someone has just landed somewhere and nothing is working.
We are new, we will get things wrong, and we would rather hear about it than not. If you have just arrived somewhere and something is not working, write to us. Someone will read it properly.
