Fixing a name or date of birth on your booking

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

If a traveler's name is misspelled, or a name or date of birth on your booking doesn't match their government ID, contact us as soon as you notice. The Defera Concierge, our AI concierge, sends your request to our team, and the answer appears on your trip page and arrives by email.

It's worth raising early. The names on a booking need to match each traveler's government ID, which they'll show when they travel. Mistakes happen, and the sooner our team knows, the better.

How do I ask?

Here's what happens:

  1. Start a chat. Open a chat with the Defera Concierge.
  2. Say what needs fixing. Tell it which trip and which traveler, and what needs correcting.
  3. The concierge sends your request. It goes to our team and shows as a card on your trip page, marked "Submitted · in progress".
  4. Our team replies. The answer appears on that card and arrives by email, usually within 24 hours.

If you'd like a different person to travel instead, ask the same way.

Can I call or email instead?

Yes. Call +1 (415) 319-8553 to reach the same concierge by voice, 24/7. 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.
  • The traveler's details as they appear on the booking now.
  • The correct name or date of birth, exactly as it appears on the traveler's government ID, or on their passport for an international trip.

For example, if the booking says "Jon Smith" but the passport says "Jonathan Smith", send us both, written exactly as shown.

Where can I check the details on my booking?

  • Your booking confirmation email lists every traveler detail entered at checkout. Passport and ID numbers show only their last 4 digits.
  • Your trip page shows the full details. Open Trips, tap the trip, and look under Passengers.

What happens next?

The request shows on your trip page while our team works on it, and the answer appears there and arrives by email. We can't say in advance what's possible for a particular booking, so please don't rely on a correction until our team has replied.

How do I stop it happening again?

Saved travelers fill in your future bookings automatically. If the mistake came from a saved traveler, fix it there too. Open your avatar menu, choose Profile, and under Passengers, tap the edit icon on that traveler's row.

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