You always have the possibility to contact a local agent to help you adapt your trip, or to answer questions about their products. Once you open a package you can see who the responsible agent is. Just click on “message” and write them in the chat. They will receive an e-mail and will get in touch with you.
In order to contact the agent, you will have to register with verygood.travel. You will receive an e-mail, when the agent answered you.