How can we help?
Answers on booking, paying and traveling with Defera.
Getting started
What Defera is, how it works and whether it fits your trip.
- What is Defera?
- How Defera works, step by step
- Defera Installments explained
- Defera Zero explained
- Installments or Defera Zero: which should I choose?
- Is there a credit check?
- Who can book with Defera?
- How far ahead do I need to book?
- What am I paying for? Your price breakdown
- How your trip price is protected
- Is Defera safe and legitimate?
- Defera terms, explained
Booking a trip
Finding flights, choosing a plan and what happens at checkout.
- How to search for flights
- Can I book a trip that leaves soon?
- Which airlines can I book?
- Can I book a hotel with my flight?
- Why can’t I find a flight I saw somewhere else?
- Why am I only seeing flights with stops?
- What is a codeshare flight?
- What traveler information do I need?
- Booking for other travelers
- What you’ll see at checkout
- The travel questions at checkout
- The Free Flight Upgrade question at checkout
- Choosing your deposit
- Using Defera Credit at checkout
- Using a discount code
- My booking didn’t go through. What now?
- What happens after you book
Payments & your schedule
Installments, due dates, paying ahead and your card on file.
- How installment payments work
- Weekly or bi-weekly payments
- Viewing your payment schedule
- Are payments automatic?
- Making an extra payment
- Paying off your trip early
- Changing your payment schedule
- Picking your own payment dates
- Skipping a payment
- Extending your final payment date
- Updating your card
- What payment methods can I use?
- Why was my card declined?
- Can I use a prepaid or gift card?
- I made a payment but my balance didn’t change
- Understanding your balance
- Downloading your Trip Statement
- Fees, explained
- A charge I don’t recognize
- When will my refund arrive?
Missed payments
What happens when a payment doesn’t go through, and how to get back on track.
Changes, cancellations & credit
Changing a flight, cancelling a trip and using Defera Credit.
- How to change your flight
- Why can’t I change my flight?
- Changing your travel dates or times
- Changing your departure airport or destination
- How to cancel your trip
- What you get back when you cancel
- Cancelling within 24 hours of booking
- What is Defera Credit?
- Using your Defera Credit
- Where’s my Defera Credit?
- Can Defera Credit be refunded or transferred?
- Asking for an exception to the cancellation policy
- Removing a traveler from your trip
- The "Will you still be taking this trip?" email
- If the airline changes or cancels your flight
- Fixing a name or date of birth on your booking
Your confirmation & travel day
When your confirmation number arrives and getting ready to fly.
- When do I get my confirmation number?
- I’ve paid off my trip. Where’s my confirmation number?
- My confirmation number is taking longer than expected
- Price protection vs. your confirmation number
- Using your confirmation number with the airline
- Why doesn’t the airline’s app show my trip yet?
- Checking in for your flight
- Which emails come from the airline?
- The airline told me to contact the third party
- Proof of onward travel
- Requesting wheelchair assistance
- Passports, IDs and matching names
- Layovers and connecting flights
Seats, bags & upgrades
Choosing seats, adding bags and how upgrades work.
- Choosing seats at checkout
- Buying seats after you book
- Why there’s no seat map for my flight
- Will we be seated together?
- Changing your seats
- Window or aisle? How seat preferences work
- What bags are included with my fare?
- Adding checked bags
- I was charged for bags at the airport
- How upgrades work on Defera
- Frequent flyer numbers and TSA PreCheck
Flight + Hotel
Booking a hotel with your flight and finding your stay details.
Travel insurance
Travel insurance from Faye: what’s offered, adding it and claims.
Miles & rewards
Earning Defera Miles, using them on a trip and gift cards.
Account, security & privacy
Signing in, your profile and travelers, and keeping your account safe.
Emails & notifications
The emails we send, what they mean and how to manage them.
Contacting Defera
Chat, phone and email, and how requests to our team work.