Getting ready to travel through Trova? Whether you have a question before departure, need assistance while abroad, or want to follow up after your adventure, knowing exactly who to contact can make all the difference. That’s why we’ve put together this TrovaTrip Contact Directory—your go-to guide for reaching the right team at the right time. From pre-trip inquiries to on-the-ground assistance, here’s everything you need to know to ensure a smooth and stress-free travel experience.
Traveler Support
Traveler Support is a great resource if you have general questions leading up to, or after, your trip. Beyond that, Traveler Support is here to help with the booking process, payment needs, and more.
Here to Help Before & After Your Trip
With: General Traveler questions, booking assistance and changes (cancellation, edits, add-ons), pre-trip education (visas, travel best practices, trip accommodations, etc.), post-trip feedback, payment-related questions or issues, technical issues, collecting necessary travel documents.
Working Hours: 9am - 5pm PST, Monday - Friday
Response Time: We do our best to respond to each inquiry as quickly as possible, but it may take up to 1 business day to hear back. For fastest response time, use our Messenger, as our chatbot can help 24/7.
Contact Info: They can be reached via our Portal messenger for Travelers with a booking, or via our Contact Page.
Group Chat Admin
In your trip group chat, you might notice a mysterious—but very cool—presence called “Trova Admin.” With multiple trips happening at once, these chats can get pretty lively—kind of like that friend group chat that starts off fun but quickly turns into a notification overload 😅. To stay focused on the most important messages, Trova Admin doesn’t actively monitor conversations but will jump in when tagged with an “@” mention. For the quickest support, we always recommend reaching out directly to our Traveler Support team.
However, if you tag or DM Trova Admin, they’ll assist as best as possible. If they direct you to Traveler Support, it’s because that’s the fastest way to get your issue resolved.
Here to Help Before & During Your Trip
With: Traveler questions, pre-trip education, technical issues, arrival, community guideline violations, issues with the Guide or Host.
For on-the Ground Trips and Trips Within 2 Days of Start:
Weekday Hours: 9am - 5pm PST, Monday - Friday
Response Time: Within 5 hours
Weekend Hours: 9am - 5pm PST, Monday - Friday
Response Time: Within 5 hours
Trova Tip: If you have a general question you need an immediate answer to, we recommend heading to the chat feature in the Portal—our chatbot is ready to help!
Local Guide
Your local Guide should always be your first point of contact for any questions or concerns that arise during your trip. They are trained professionals who speak the local language, know the customs, and are well-versed in the general lay of the land.
Here to Help During Your Trip
With: On-trip logistics, ticketing/reservations, translating, transportation, wrangling the group, activity or cultural questions, emergencies/incidents.
Working Hours: Start of each trip day’s first inclusion until the end of each trip day’s last inclusion. Guides breaks occur during free time and meals, and are off-duty in the evenings
Contact Info: In-person or DM via the Trova App
If you have issues with your Guide, call the emergency line for your Trip Operator using the instructions below.
Operator
Here to Help During Your Trip
With: Issues with Guides and emergencies/crisis management.
You should only go directly to the Operator when:
1) There is an emergency on-trip and you can't reach your Guide
or
2) You have concerns about your Guide
Working Hours: Hours vary by location and company, but they are on-call 24/7 for emergencies during travel only.
Contact Info: You can locate your Operator’s contact information in a variety of ways:
Through your on-trip Guide
On the itinerary page in the Portal
In the Help Center of the Trova app
In the pinned message of your Trova app group chat (sent a few days pre-trip)
In the Arrival Preparation email, sent approximately 30 days in advance of your trip-start
Local Emergency Services
If there is a true emergency on-trip, it is imperative you reach out to Local Emergency Services immediately. We always recommend having the emergency service information saved for your destination on hand when you travel.
This can include the destination's ambulance, fire or police numbers, and the local embassy information. You can find emergency numbers on your Trip Preparation page, or directly from the Help Center in the Trova app.