How requests to our team work
When something needs a person, the Defera Concierge, our AI concierge, writes up a request and sends it to our team for you. Our team usually answers within 24 hours.
You can follow your request on your trip page, where it shows as a card. When our team answers, the answer appears on that card, and the same answer comes to you by email, so there's no need to keep checking.
What a request is
A request is a short written note to our team about something the concierge can't do for you itself, like changing your seats or looking into a charge. The concierge writes it for you from what you've told it, so there's no form to fill in.
How a request gets sent
Here's what happens:
- You tell the concierge what you need. Start a chat in the support chat, or call. Some buttons on your trip, like Request Flight Change and Change Seat Selection, open the chat with your request already written.
- The concierge checks with you. It explains what it will send and asks if you'd like it sent. It may also ask for details our team will need, like your new dates or seat preferences.
- It goes to our team. Once you say yes, your request is sent, and a card appears on your trip page.
Requests that are sent for you
A few requests don't need a chat at all. They're sent automatically:
- Confirmation number release. When your final payment goes through, a "Confirmation Number Release" request is sent to our team for your trip.
- Gift card redemptions. When you redeem Defera Miles for an e-gift card on the Rewards page, your request goes to our team as soon as you submit it.
Where you'll see it
Open Trips and tap your trip. Your request shows as a card that reads "Submitted · in progress" while our team works on it. Once it's answered, the card shows the answer, and the same answer comes to you by email. The card stays on your trip page until you dismiss it.
Gift card requests show as a status card on your Trips page and on Rewards.
How long it takes
Most requests share the same timing, but two have their own:
| Request | When to expect it |
|---|---|
| Most requests | Usually within 24 hours |
| Confirmation number, final payment Monday through Thursday, or Friday morning (Pacific time) | Within 24 hours |
| Confirmation number, final payment on a Friday afternoon or over the weekend | Monday, or Tuesday at the latest |
| E-gift card | Delivered within 3–5 business days, often sooner |
Our team releases confirmation numbers Monday through Friday, Pacific time. So if your final payment goes through on a Saturday, look for your confirmation number on Monday, or Tuesday at the latest.
If it's urgent
Tell the concierge it's urgent, and why. An urgent request is the fastest way to reach a person on our team. Getting urgent help before your flight shows what to include.
Checking on a request
Your trip page is the place to look. If a request seems to be taking longer than expected, Checking on a request covers what to do.