Checking on a request
To check on a request, open Trips and tap the trip it's about. Your request shows as a card on that trip's page. It reads "Submitted · in progress" while our team works on it, then shows the answer once it's resolved.
You don't need to keep checking, though. When our team answers, the same answer comes to you by email.
Where to look
Where your request shows depends on what it's about:
- A request about a trip: a card on that trip's page.
- Your confirmation number: a "Confirmation Number Release" card on the trip, added automatically once your final payment goes through.
- A gift card redemption: a status card on your Trips page and on Rewards.
- Your email: when a request is resolved, the answer is emailed to you.
The card stays on your trip page until you dismiss it, so you can come back to the answer later.
How long requests take
Our team usually answers within 24 hours. Two kinds of request have their own timing:
- Confirmation number release: within 24 hours if your final payment goes through Monday through Thursday, or Friday morning (Pacific time). If it goes through on a Friday afternoon or over the weekend, expect it on Monday, or Tuesday at the latest.
- E-gift cards: delivered within 3–5 business days, often sooner.
How requests to our team work explains the whole process.
What if it's taking longer?
- Waiting on a confirmation number? If it's past the expected time, or you don't see a "Confirmation Number Release" card on your trip, tap Finished paying for your trip? in your trip's payment schedule. It sends the request if one wasn't sent, or confirms that yours is already being handled.
- Don't see a card at all? The concierge asks before it sends a request, so if you're not sure yours went through, ask it.
- Anything else? Chat with the Defera Concierge, our AI concierge, and mention your request. It can look at your trip with you and, if your request needs a follow-up, send one to our team.
Prefer to email?
You can also email support@defera.app about your request. Our email response time is 2–5 hours. Include your booking reference so we can find your trip quickly.
Didn't get the email?
Check your trip page first, since the answer posts there too. Then look in your spam or junk folder. I didn't get an email from Defera has more to try.