The travel questions at checkout
Before you book, checkout asks a few short questions about your trip. A card from the Defera Concierge asks what your trip is for and whether you're traveling with others. Every booking also answers the Free Flight Upgrade question. And if a traveler's special request mentions a wheelchair, you'll answer the airline's four assistance questions for them.
Each one only takes a moment. Your booking can't be completed until they're all answered, so here's what each question means and why we ask it.
What does the Defera Concierge ask?
Once your traveler details are in, a card from the Defera Concierge appears, titled "A few quick questions about your trip". Nothing is pre-selected, so you choose each answer yourself.
Here's what it asks:
- What's the trip for? The card asks "What is the purpose of your travel?" Choose Vacation, Business or Event.
- Is anyone else coming? It asks "Will you be traveling with others on this flight?" Choose Yes or No. If you're booking for more than one traveler, the question adds "aside from passengers on this reservation", so it's only asking about people who aren't on this booking.
- How did they book? This appears only if you answer Yes. Choose Another Defera booking ("We can look for it and seat you together") or Booked elsewhere ("With the airline or another site").
Can I add the other trip's booking reference?
Yes, if you'd like. When you choose Another Defera booking, an optional field asks for the booking reference of the other trip. It's on that trip's confirmation email and in Trips, and it helps our team find the other booking right away. If that trip is booked on someone else's account, our team checks with both of you before seating you together.
You can leave it blank. If the other trip isn't booked yet, book this one first, then enter this trip's reference when you book the other one.
Why do you ask?
The card explains it in one line: "Your answers help your Concierge tailor your travel experience and look for ways to make this trip even better."
If your companions are on another Defera booking, that option says what it's for: "We can look for it and seat you together."
What's the Free Flight Upgrade question?
Every booking also answers the Free Flight Upgrade question, which is required: if our team spots a faster route to your destination, with a shorter total trip time or a shorter layover, may we move you to it? If you say yes, you also choose whether a move can be to any airline or only to the airline you booked.
"No" is a perfectly normal answer and has no downside. A yes keeps your cabin, fare and travel dates, never costs you extra, and isn't a promise that your flight will change.
What are the wheelchair assistance questions?
If a traveler's special request mentions a wheelchair, checkout asks the airline's four wheelchair assistance questions for that traveler. Each is a yes or no:
- Can they walk from the ticket counter to the aircraft door?
- Do they need help on stairs while boarding?
- Do they need to be lifted and transferred onto their seat?
- Are they traveling with their own wheelchair?
All four need an answer before checkout continues, because the airline can't arrange assistance without them. After booking, you can change the answers at any time while the trip is active, under Passengers on your trip, and our team is notified of every change.
Not sure how to answer?
If checkout asks something that isn't covered here, or you're not sure how to answer, chat with the Defera Concierge, our AI concierge, before you book. It can send a request to our team, who can look at your checkout and give you a real answer.
For the traveler details checkout asks for, such as names and dates of birth, see What traveler information do I need?