Asking for an exception to the cancellation policy

Written by Owen (SI), Director, Booking Operations · Updated 2026-10-05

We're sorry you're dealing with something difficult. If an illness, a medical emergency, a death in the family or another serious situation means the options on your cancel screen don't fit, you can ask our team to review your situation.

To ask, start a chat with the Defera Concierge, our AI concierge. It sends your request to our team, and a person on our team reviews it. You don't need to have everything worked out before you reach out.

How do I ask?

Here's what happens:

  1. Open a chat. Start a chat with the Defera Concierge. If your cancel screen shows Talk to support, it opens the same chat.
  2. Tell the concierge what's happened. Say which trip it's about, what has happened in a sentence or two, and what you're hoping for.
  3. The concierge sends your request. It goes to our team and shows as a card on your trip page.
  4. Our team replies. The answer appears on your trip page and arrives by email, usually within 24 hours.

If your flight is coming up soon, say so at the start of the chat, so the concierge can send it as an urgent request.

Can I call or email instead?

Yes. Call +1 (415) 319-8553 to reach the same concierge by voice, 24/7. It's the same AI concierge as the chat, so use whichever feels easier. You can also email support@defera.app. Our email response time is 2–5 hours.

What should I include?

  • Your booking reference. It's the code at the top of your booking confirmation email, and it's on your trip page too.
  • What has happened, briefly. You don't need to share medical details or a diagnosis in chat.
  • What you'd like to happen. For example, cancelling the trip.

If our team needs documentation, they'll ask you for it.

What happens next?

  • Your request shows on your trip page as "Submitted · in progress" while our team works on it.
  • Our team's answer appears on your trip page and arrives by email.
  • We can't tell you in advance what our team will decide, because every situation is different.

Is there anything I can do myself?

  • If an option on your cancel screen already works for you, you can use it yourself. How to cancel your trip explains each one.
  • On Defera Zero, you can take 75% of your payments back to your card from the cancel screen, up to 24 hours before departure.
  • If you booked within the last 24 hours, cancelling gets your deposit refunded in full to your card, automatically.
  • Defera Credit already on your account can't be turned into cash, and that isn't something our team can make an exception for.

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