At Holafly, we often talk about customers being at the core of everything we do; we talk about bringing peace of mind to travellers and finding new ways to support them throughout their journey. But every now and then, a story comes along that shows what those values actually look like in practice.

Over the last few months, network issues in some regions of China caused frustration for some customers. Due to the complexity of the issue, it was difficult to diagnose, and for those customers travelling to China, we weren’t delivering the peace of mind they expected from us.

Sometimes, from our desks, we can’t truly see what’s happening on the ground. So, instead of trying to troubleshoot the issue from thousands of miles away, César Serrano, Carrier Operations Director, travelled to Beijing to experience the journey exactly as a customer would.

He purchased a Holafly eSIM using airport Wi-Fi, activated it himself, tested three devices simultaneously, and followed the entire customer journey from start to finish. Unfortunately for the test, everything worked perfectly. But the problem wasn’t solved.

And this is when César Serrano decided to go the extra mile.

Over the following days, he spent hours at Beijing Airport, hotels, and tourist hotspots approaching travellers and asking a simple question: “Do you have a Holafly eSIM?” He wanted to understand the problem firsthand and see what our customers were actually experiencing.

After nearly two days of searching, Customer Support identified a traveller experiencing the issue who was willing to help, and César travelled to the customer’s hotel and spent hours troubleshooting with him in person. By 2 a.m., they had finally gathered the information needed to identify the root cause - but he didn’t stop there.

He continued asking more travellers for feedback, validating potential fixes, and acting as a bridge between customers on the ground and the engineering teams working behind the scenes.

Thanks to the information gathered directly from the affected devices, the team was finally able to isolate and resolve a communication issue between network systems that had remained unresolved for months.

As a final test, César returned to the city one last time and asked the same question: “Do you have a Holafly eSIM?” This time, the answer was different. The customers he spoke with were connected, their eSIMs were working as expected, and there was no sign of frustration.

Sometimes it’s easier to stay at your desk, but at Holafly, we encourage our teams to go the extra mile. Sometimes that means getting on a plane, talking to strangers, listening carefully, and refusing to give up until customers get the experience they deserve. Because that’s the true peace of mind we want to deliver.

Thank you, César, for your dedication and commitment to Holafly.