All the Planning, Problem-Solving, and Preparation That Lets You Focus on the Journey

As our number of travelers grows, so does the team behind them. Meet our expanded Customer Service crew - experienced travel experts who are on hand to answer customer questions, solve problems, deliver 24/7 on trip support, and take care of the logistics behind the scenes, leaving you free to focus on the journey ahead.

The Story Behind the Support

The last few years have been a big deal for travel. More people than ever are lacing up their boots, buckling on a helmet, and heading off to see what’s waiting around the next bend with their own two eyes. We love to see it.

At Macs Adventure, our goal will always be to support people who want to travel independently, with expert help quietly working behind the scenes. You bring the sense of adventure and we bring the expertise, planning, and support that makes it all feel effortless.

As our community of travelers has grown, so has the need for extra support to make sure every trip runs like clockwork. That’s where our teams come in.

Our Sales team is now a laser-focused crew dedicated to matching you with the perfect trip. They listen to what you want, share their destination expertise, and help you choose the adventure that fits you best. Think of them as the spark that gets your journey started.

And then comes Customer Service.

If Sales sets the spark, Customer Service keeps the flame steady.

Our expanded Customer Service team takes over once you’ve booked, handling the execution,  prep, and all the helpful little details that turn a great plan into a great adventure. They’re the friendly voices at the other end of the phone, the calm problem-solvers, and the people making sure everything is lined up before you even take your first step.

Got a practical question? They’ve got you. Feeling a few pre-trip jitters? They’re happy to talk it through. From pre-trip prep, to on-trip support (24/7), to post-trip feedback, they’re with you every step of the way - handling the logistics behind the scenes, so your only job is to enjoy the journey ahead.

Meet The Team

Don’t be surprised if you hear a few different friendly voices on the phone or see a new name signing your emails. That’s because our Customer Service team really is a team. They are a well-oiled crew working together, swapping notes, solving puzzles, and making sure you get the answers you need without missing a beat.

Meet Some of our Members

Jack brings serious trail cred and big enthusiasm to the Customer Service team. From completing the Tour du Mont Blanc and thru-hiking in Sweden to earning his Compostela on the Camino de Santiago, he’s all about getting out there. He loves chatting gear choices, trail snacks, and how to prep for a challenging trip. Outside of work, you’ll find him running the number of miles equal to his age on his birthday...because why not?

May is one of our Senior Customer Service Specialists and a true travel enthusiast. With over three years at Macs Adventure, she’s explored trips like Lake Maggiore & Lugano, the King Ludwig Way, the Glacier Express Rail & Hike, the Highlands and Isle of Skye Rail & Hike, and Hadrian’s Wall. She loves talking train journeys, public transport, food, and solo travel tips. Off the clock, she’s usually lost in a fantasy book with her pup by her side.

Read more about May’s Walking and Wellness journey! 

Tessa brings a calm, steady voice and a wealth of knowledge to the Customer Service team. After walking Hadrian’s Wall with her mom, she loves sharing advice on trail weather, app and account support, and how to capture great photos along the way. When she’s not helping travelers, she’s chasing rays of sunshine wherever she can find it -even in winter.

Still a bit stuck on who does what? Here is a list of just some of the things our Customer Service team tackles:

• App Questions
• Account Support
• Any changes needed to your booking
• Pre Trip Questions (any questions, any at all! There is no such thing as a silly question here)
• Any questions while you are on trip
• Confirming your arrival and departure details
• Payments

And this is just a glimpse. Our Customer Service team is here for whatever comes up, whenever it comes up, so you can travel knowing you’re in very good hands.