I've used Airalo a LOT over the past few years. I know how to install eSIMs so I've rarely needed their support. The two times I contacted support couldn't have been more different, though. The first time I had accidentally deleted a live eSIM. They couldn't re-issue it so they just gave me a refund and told me to buy another. Easy, and solved in less than an hour even though it was my fault. The second time, my eSIM barely worked and wouldn't connect to LTE. Turns out they'd given me the wrong APN info when I bought it, but by the time support actually got back to me, my 5-day trip was almost over. To be fair, I was in Trinidad within weeks of the country re-opening to non-emergency visits by foreigners so I may have been the first to buy an eSIM in a while.

I don't know if my poor support experience was a one-off or part of a trend, but I'll continue to use Airalo regardless--it's not a product I'm likely to need much support for. That said, Three Hong Kong's "world" roaming package (available on eSIM from anywhere) is such a good deal at about 35 USD for a year that I only use Airalo in places Three doesn't cover.