Chatting with the Defera Concierge
The Defera Concierge is our AI concierge. You can chat with it in the support chat, or call it at +1 (415) 319-8553, 24/7. It can explain how Defera works, answer questions about your trip, point you to the right button in the app, and send a request to our team when something needs a person.
It's an AI, not a person, and it's there day and night. Here's what it can help with, and what happens when your question needs someone on our team.
Ways to start a chat
- Go to the support chat. It's available 24/7.
- Start from your trip. Open Trips, tap your trip, and use the message button in the trip's header row.
- Tap a request button. Some buttons on your trip, like Request Flight Change and Change Seat Selection, open the chat with your request already written. The concierge picks it up from there.
What it can help with
- How Defera works. Payment plans, Defera Credit, Defera Miles, your confirmation number and more.
- Your own trip. It can usually see your trips, so it can answer with your details rather than in general terms.
- The right next step. Many things are self-serve, like Change Schedule, Skip Payment, Update Card and Make a Payment. The concierge tells you which one fits.
- Finding flights. In chat, it can often search for flights with you. By phone it can't run searches, so search on Book, and it can help you make sense of what comes back.
- Requests to our team. For anything that needs a person, it writes up a request and sends it to our team.
When your question needs a person
Some things need someone on our team, like an exception to a policy or a change our team makes for you. For those, the concierge sends a request instead of deciding itself. Here's what happens:
- It tells you what it will send. The concierge explains your request and asks before sending it.
- You say yes. Nothing goes to our team until you agree.
- Your request shows on your trip page. It appears as a card marked "Submitted · in progress" while our team works on it.
- The answer comes to you. When our team answers, it posts on that card and comes to you by email, usually within 24 hours.
If it's urgent, for example a problem with a flight that's coming up soon, say so. An urgent request is the fastest way to reach a person. How requests to our team work has the details.
It's AI, so check your trip page
The Defera Concierge is an AI, and like any AI, it can make mistakes. Your trip page and payment schedule are the source of truth. If something the concierge says doesn't match what your trip shows, go by your trip page and ask the concierge to take another look.
Calling instead
Calling reaches the same concierge, by voice, with the same knowledge. It's there for when you'd rather talk than type. It isn't a faster lane, and it isn't a way to reach a person: requests to our team work the same way by phone as in chat.
Before it shares account details on a call, it asks for your booking reference (or the email on your account) and the passenger's name. Your booking reference is the code at the top of your booking confirmation email.