Our People Stories

Meet the team, stories, and journeys that shape Holafly every day.

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Jumping despite the fear: How Kelvis Jaén improved Holafly's refund process

Jumping despite the fear: How Kelvis Jaén improved Holafly's refund process

Discover the impactful story of Kelvis Jaén, Holafly's CX Data Lead. Driven by curiosity, Kelvis turned a real problem into innovation by building an automated system for company refunds. What began as a small experiment on a single, stuck case eventually brought different departments together and reduced customer wait times from weeks down to just a few days. His story is a powerful example of collaboration, showing how embracing challenges, taking a leap of faith, and starting with small steps can have a big impact.

Building empathy from the inside out: How Karen Sanchez shaped Customer Care at Holafly

Building empathy from the inside out: How Karen Sanchez shaped Customer Care at Holafly

Meet Karen Sanchez, the leader behind Holafly's Customer Care team, who grew a small group of under ten people into a global team of about 40 by truly making things happen. Find out how her team achieved the milestone of making response times six times faster and reaching a 4.7 score on Trustpilot by sharing ideas and putting people first. For Karen, empathy goes both ways: when you genuinely support your own team, they will naturally take great care of the travelers relying on Holafly.

Swapping traffic for a remote job by the sea: what Alberto Moreno learned about earning flexibility

Swapping traffic for a remote job by the sea: what Alberto Moreno learned about earning flexibility

Alberto Moreno spent almost six years working in Madrid before transitioning to a fully remote role as a B2B Account Executive at Holafly. By swapping his daily highway commute for a flexible life by the sea, he successfully balanced high-volume sales with his passion for surfing in locations like Sri Lanka and Costa Rica. His journey emphasizes that true remote flexibility requires firm ownership of your time, a structured daily routine, and constant "always-on" communication with your team.

Turning a daily frustration into an opportunity: How Paultre Beaucejour built a tool the whole team relies on

Turning a daily frustration into an opportunity: How Paultre Beaucejour built a tool the whole team relies on

Discover how Holafly's Customer Support SME, Paultre Beaucejour, revolutionized the way agents help travelers connect abroad by developing the CS Global Toolbox. What started as a simple idea to replace a fragile Excel sheet evolved into a powerful internal platform that drastically reduces response times. By turning a multi-step manual activation process into a single, easily shareable link, Paultre's innovation saves critical minutes across support conversations, ensuring that users always enjoy a seamless international connection and world-class customer support wherever they go.

The spot changes, but you don't: Salomé Díaz shares the reality of remote work

The spot changes, but you don't: Salomé Díaz shares the reality of remote work

Salomé Díaz shares her journey from a demanding in-person job in Colombia to embracing the digital nomad lifestyle across Asia and Mexico. At Holafly, she discovered a remote work culture built on belonging, flexibility, and exploration, where colleagues celebrate working from anywhere in the world. By maintaining a strict daily routine and prioritizing strong team communication, she proves that professional growth and global travel can coexist.

Leadership team collaborating during a strategy workshop, with LEGO models and discussion groups visible. Warm, authentic office environment reflecting teamwork, innovation and company culture.

What happens when people who rarely work together spend two days in the same room?

What happens when leaders from across a fast-growing company step away from their day-to-day work and spend two days solving problems together? Inside Holafly's first leadership offsite, executives from Product, Engineering, Operations, Brand, Customer Experience and People came together to align priorities, strengthen collaboration and build trust across teams. Through strategic discussions, hands-on workshops and shared experiences, the offsite reinforced a common goal: working as one team to deliver greater peace of mind to millions of travellers around the world.

From the office to the field: investigating connectivity issues in Beijing

Cesar Serrano went the Extra Mile: when "Not Solving It" wasn't an option.

At Holafly, one of our core values is Go the Extra Mile: doing whatever it takes to deliver the best possible experience for our customers. This story perfectly illustrates what that means in practice. When a complex connectivity issue in China impacted thousands of travellers and proved difficult to diagnose remotely, César Serrano, our Carrier Operations Director, travelled to Beijing to investigate firsthand. His determination, curiosity, and commitment embody the customer-first mindset that drives Holafly every day.

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