Which emails come from the airline?
The airline emails you directly once your trip is paid in full and your confirmation number is released. Until then, the emails about your booking come from Defera, starting with your booking confirmation email the moment you book.
So if you're still paying off your trip and haven't heard from the airline yet, that's normal, and nothing is wrong with your booking.
Which emails come from Defera?
Here are the main ones:
- Your booking confirmation email. It comes from bookings@mail.defera.app the moment you book. Its subject line starts with your Defera booking reference, followed by "You're going to" and your destination city.
- The "Your trip has been paid off!" email. It also comes from bookings@mail.defera.app, when our team releases your confirmation number. Tap Get Confirmation Number in it to see your number.
- Answers to your requests. When our team answers a request you've sent, the answer comes by email, and it also shows on your trip page.
- Changes we make for you. We email you if we move you to a faster route under the Free Flight Upgrade, or if we arrange a complimentary cabin upgrade for you.
- A check-in before your trip. You may get an email asking whether you're still planning to take your trip. It's a courtesy check-in, not a warning, and if you're still going, there's nothing you need to do. The "Will you still be taking this trip?" email explains it.
What will the airline send me?
Once your confirmation number is released, the airline emails you directly, at the email address on your booking. From then on, the airline may also email you about your flights.
If you get an email from an airline about a schedule change or a cancelled flight, contact us. You didn't do anything wrong, and we'll help you navigate it. If the airline changes or cancels your flight explains what to do.
Which code is which?
The code at the top of your booking confirmation email is your Defera booking reference. It's how we find your trip at Defera, but it isn't the airline confirmation number.
Your airline confirmation number is the code the airline uses to find your reservation. It appears on your trip page once it's released, and the Get Confirmation Number button in your "Your trip has been paid off!" email opens it.
Can't find an email?
Everything in your booking confirmation email is also on your trip page: open Trips and tap your trip. Your confirmation number appears there too, once it's released.
It's also worth checking your spam or junk folder, and searching your inbox for bookings@mail.defera.app. I didn't get an email from Defera has more help.