24/7 Assistance

If you suffer an injury during the Camino de Santiago that prevents you from walking, our recommendation is that you continue the Camino traveling by cab between each stage (at least until you recover). This way, you can continue to enjoy the Camino and visit the places you had planned.

Although modifications are not allowed once the trip starts, we will try to help you as much as possible. However, please note that any changes once the Camino has begun will be at the client’s expense.

Normally, two things can happen:

• There may have been some confusion in the place of delivery. For example, there are two accommodations with similar names and the carrier delivers to the wrong place.
• The carrier has suffered some mishap or delay for exceptional reasons and has not been able to deliver it on time.

In any case, don’t worry, we will take care of talking to the carrier to locate your belongings and get them to you in the shortest possible time. In addition, you will have up to the minute information so you know how long it will take and can plan your time.

Although the front desk will usually be able to help you, if you have any problems, we are here to help you. Although it’s a cumbersome problem, they always end up showing up!

Although it is an uncommon problem, you must take into account that many times the hotel staff is seasonal, so they do not know all the agreements between agencies and establishments.

In any case, the services you have included will appear on the voucher and will always be paid by the agency. So, if there is any confusion, do not hesitate to call our emergency phone number and we will solve it immediately.

Temporary disorientation is one of the most distressing problems you may encounter, but it has a quick and simple solution. First and foremost, stay calm. Whether your Camino is very busy or there are few pilgrims, the yellow arrows always appear. The best thing to do is to look for a reference point (such as a bar, a restaurant, or a store).

If you call our emergency phone number, we will try to help you or, at least, provide you with some calm until the yellow arrow guides your Camino again. In any case, keep in mind that, since we are not physically with you on the Camino, it is difficult to tell you where to continue. However, any reference you give us will be useful to try to follow your steps.

If your flight has been delayed or cancelled, you can send us a Whatsapp. As soon as we see it, we will notify the cab to delay the pick-up time.

If you have missed the flight connection, these are the steps to follow:

• Send us a message (sms or Whatsapp) notifying us of the incidence. If you have hired a transfer through the agency, we will notify the carrier and wait to know the new arrival time at the airport.
• You must contact the airline and arrange with them the next flight.
• As soon as you know the new arrival time and flight number, let us know so we can reschedule the pick-up time with the cab driver.
• If your flight has been cancelled and you cannot catch another flight on the same day, send us a message so we can coordinate the services for the day you arrive. On the other hand, if it is impossible to catch another flight and you will not be able to travel, we recommend that you take out travel insurance so that you can make a claim.

Don’t worry about the rest. We will take care of calling the accommodation to inform them of the delay.

In the unlikely event that, when you arrive at your hotel, they do not find your reservation, we recommend that you ask them to call our office (or our emergency phone number in case it is a weekend or holiday). There are several reasons why this problem may have arisen:

• You may be looking at the hotels specified as examples in the preliminary itinerary. Remember that the accommodations you have contracted are the ones you will find in your Travel Kit, both in the vouchers and in the document containing the hotel information.
• The hotel may have noted the reservation in the name of the person from the agency. If this happens, tell them that you have booked your Camino with Galiwonders.
• Any other type of confusion, such as the name being entered incorrectly, a misunderstanding of communication due to the language, an error by the accommodation when inserting the reservation in their system, etc. Either way, call us and we will solve any of these problems as quickly as we can. And don’t worry, there’s always a solution.

If you think you may have left an item in the accommodation, the quickest way to sort it out is to call the reception of the accommodation itself. They usually keep a register of forgotten items and will be able to find yours if it has been left there.

If, for any reason, the accommodation has problems understanding you (for language reasons), do not hesitate to contact us so that we can help you to resolve the communication. If the object in question has finally stayed in that accommodation, you have three options:

• As the distance between stages is relatively short by car, you can take a taxi to the accommodation to pick up your personal belongings. Tell the taxi driver to wait for you, so you can return to the accommodation without having to look for another taxi.
• If you don’t feel like taking a taxi, you have the option of letting us know so that we can try to arrange for the carrier to pick up your item the next day. Normally, they will deliver it to the accommodation you have for the next day. Note that this option could be viable if you are at the beginning of the Camino and you still have several accommodations where you can deliver the suitcase and, therefore, the object. In addition, it will involve an extra cost that you can pay directly to the carrier or the agency. Don’t hesitate to let us know so that we can find the most suitable option at the time.

If this happens to you on the last day, the following circumstances could arise:

• I forgot an object in the penultimate accommodation and today I arrive in Santiago de Compostela, or the last accommodation of the Camino I chose.
  In this case, the best option is to take a taxi, as due to the lack of time, managing this is quite complicated. Ask the accommodation reception for directions to the nearest taxi rank or even to call a taxi to pick you up at the door of the establishment.
• I’m at the airport and I just remembered that I forgot an important personal item in my last accommodation.

Forgetting personal belongings in the last accommodation (the last night) is the most difficult to manage. This is the most complicated to solve, but as always, everything has a solution. Here, we recommend that you call the accommodation and ask them if they can send the item to your postal address.
Keep in mind that, as in all these cases, you will have to pay the costs and you will have to arrange it directly with them, if they offer this possibility. If your flight is many hours away and you are relatively close to your accommodation, you could try to get a taxi, which you can find at the airport itself.

If you have a food allergy and you have mentioned it in your reservation, the restaurant will have that information. However, they may not know exactly what to offer you. Although this is not a common situation, if this happens to you, please tell the service staff. If they are unable to offer you the menu adapted to your needs, do not hesitate to let us know so that we can solve it quickly.

Most of the time, these problems happen because of a miscommunication or a misunderstanding. However, keep in mind that if you don’t tell us before the trip, we won’t be able to notify the restaurants. If you have forgotten to do so, remember to let us know as soon as you detect it. If you are already in the restaurant and you have forgotten to do it, talk to them so that they can give you some option. And don’t forget to let us know, so that we can communicate it to the other accommodations.