Contacting Defera

Chat, phone and email, and how requests to our team work.

• How to reach Defera
  Chat with the Defera Concierge or call +1 (415) 319-8553: our AI concierge answers both, 24/7. Or email support@defera.app for a reply in 2–5 hours.
• Chatting with the Defera Concierge
  The Defera Concierge is our AI concierge, in chat and by phone, 24/7. It answers your questions, points you to the right button and sends requests to our team.
• Can I talk to a person?
  Chat and phone are answered by our AI concierge. When you need a person, it sends a request to our team, and the answer usually comes within 24 hours.
• How requests to our team work
  When something needs a person, the Defera Concierge sends a request to our team. Follow it on your trip page; the answer usually comes within 24 hours.
• Checking on a request
  Open the trip in Trips: your request shows as a card, “Submitted · in progress” until our team answers. The answer also comes to you by email.
• Feedback and complaints
  We want to hear it, good or bad. Tell the Defera Concierge in chat or by phone, or email support@defera.app. If it needs a person, it goes to our team.
• Getting urgent help before your flight
  Flying soon and something’s wrong? Tell the Defera Concierge it’s urgent. An urgent request is the fastest way to reach a person on our team.