Feedback and complaints
We want to hear it, whether something went well or didn't. The easiest way to tell us is the Defera Concierge, our AI concierge, in chat or by phone, any time. You can also email support@defera.app.
If what you're telling us needs a person, the concierge sends it to our team as a request. Someone on our team looks at it, and the answer comes to you by email, usually within 24 hours.
How to tell us
Here's what to do:
- Start a chat or call. Chat with the Defera Concierge, or call +1 (415) 319-8553 to talk to it by voice. Both are open 24/7.
- Tell us what happened. Say which trip it's about, what happened and what you'd like us to do.
- Let the concierge send it on. If it needs a person, the concierge explains what it will send to our team and asks before sending it.
- Watch for the answer. Your request shows as a card on your trip page. The answer posts there and comes to you by email.
What to include
A few details help our team understand what happened:
- Your booking reference. It's the code at the top of your booking confirmation email.
- What happened, and when. Your own words are fine.
- What you'd like us to do. For example, check a charge, or take another look at your situation.
If a charge or your trip total looks wrong
Your Trip Statement shows the pricing for your trip: open the trip in Trips and tap the download icon in the trip's header row. If something still looks wrong, tell the concierge, and it can send it to our team to check. A charge I don't recognize has steps you can take first.
If the concierge got something wrong
The Defera Concierge is an AI, and it can make mistakes. Your trip page and payment schedule are the source of truth, so if an answer doesn't match what your trip shows, go by your trip page. Tell the concierge what doesn't match and ask it to take another look.
If an answer didn't settle it
If you've had an answer and you're still stuck or unhappy, say so. The concierge can send your situation to our team so a person can look at it.
Prefer to write?
Email support@defera.app with your booking reference and what happened. Our email response time is 2–5 hours.
Our commitments
Our Charter sets out Defera's commitments to you.