Jetpac, the global travel eSIM platform, has released new insights from its recent Vox Pop campaign, highlighting how deeply misunderstood international roaming still is among everyday travellers.
The findings are based on an initial review of short-form street interviews filmed as part of Jetpac’s “No More Roaming Bill Shock” campaign across major travel hubs. While the videos were created to support a consumer education initiative, the responses also offer a window into how travellers perceive roaming costs and phone behaviour abroad.
Rather than focusing on individual soundbites, Jetpac reviewed the footage to identify common reactions and areas of uncertainty that surfaced during the conversations.
What the videos reveal
The Vox Pop footage highlights early signals of how travellers perceive roaming costs and phone behaviour abroad
In several interactions, travellers showed visible surprise when presented with real-world examples of roaming bills running into the hundreds of dollars for short trips, suggesting that actual costs often exceed what people expect to pay.
While the specific amounts varied, the consistent reaction was disbelief rather than familiarity. This emotional response points to a gap between what travellers assume roaming will cost and what it can realistically reach once background data usage, app activity, and international calling are factored in.
Industry research over recent years shows that in more extreme cases, roaming charges can climb into the thousands, often driven by automated data usage and unclear pricing structures. Against this backdrop, even moderate examples of bill shock appear to catch travellers off guard.
The footage also indicates uncertainty around what phone activity leads to roaming charges once abroad. Some participants appeared unsure which actions trigger
costs, while others referred to basic precautions such as limiting usage or relying on Wi-Fi, reflecting a belief that simple measures are sufficient to avoid unexpected fees.
“Independent consumer studies over the past few years have repeatedly shown that roaming charges can run into the hundreds of dollars for many travellers, and into the thousands in more extreme cases. What our Vox Pop conversations add is the human side of those figures,” said Vineet Singh, Business Head at Jetpac. “We see genuine surprise and uncertainty when people are asked how roaming works or what it can really cost. That gap between expectation and reality is where bill shock begins. Our goal with this campaign is to close that gap by giving travellers clearer, more predictable options before confusion turns into cost.”
Why roaming confusion persists
Jetpac’s analysis suggests the problem is not a lack of caution, but a lack of clarity, with consequences that often surface at the worst possible moments.
During the Vox Pop interviews, travellers described real stress around using their phones abroad, especially when something went wrong. Whether it was trying to reach family, arrange help, deal with delays, or handle unexpected situations while travelling, many said they hesitated before making calls or using data, worried about what it might cost later.
This is what makes the roaming bill shock more than just a financial issue. It turns everyday travel problems into emotional ones. Travellers are forced to choose between staying connected when they need support most and protecting themselves from unpredictable charges. Emergencies, disruptions, and moments of vulnerability should not come with hidden financial consequences.
Behind the scenes, modern smartphones make this even harder to manage. Apps sync automatically, maps refresh, messages update, and system services stay active in the background. At the same time, roaming pricing varies widely by operator and country, making it difficult for travellers to know what will trigger charges in real time.
The result is a growing gap between how travellers think their phones behave and what actually happens once they cross a border, and that gap is where bill shock takes hold.
How Jetpac addresses the problem
The findings reinforce Jetpac’s mission to simplify international connectivity and remove uncertainty from travel.
Jetpac provides:
- High-speed data access across more than 200 destinations
- Dual network connectivity to improve stability in crowded airports and transit hubs
- Continued access to essential apps such as WhatsApp, Google Maps, and Uber even after data runs out
- In-app international calling across more than 50 countries
- Airport lounge access to help travellers manage delays and congestion
“When connectivity works the way travellers expect it to, everything else becomes easier, from navigating airports to staying in touch with family or arranging transport,” said Vineet Singh. “That peace of mind is what people value most when they are far from home.”
The campaign underscores a simple reality of modern travel. Connectivity is no longer optional, it is essential. Yet for many travellers, using their phone abroad still feels like a financial risk rather than a basic utility. Through “No More Roaming Bill Shock,” Jetpac aims to help travellers move through international journeys with confidence, knowing they can stay connected when it matters most, without fearing what the bill will look like when they return home.