How to reach Defera
You can reach us by chat, by phone or by email. Chat and phone are both answered by the Defera Concierge, our AI concierge, 24/7. Our email response time is 2–5 hours.
The concierge can answer questions about how Defera works and about your own trip, at any time of day. When something needs a person, it sends a request to our team for you.
Your options at a glance
Here's how the ways to reach us compare:
| Channel | Where | When |
|---|---|---|
| Chat | Chat with the Defera Concierge | 24/7 |
| Phone | +1 (415) 319-8553 | 24/7 |
| support@defera.app | Replies in 2–5 hours |
Chat and phone reach the same AI concierge, so pick whichever you prefer. Email is there if you'd rather write.
Chatting with the Defera Concierge
The Defera Concierge is our AI concierge. 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.
You can start a chat from the support page, or from any trip: open Trips, tap the trip, and use the message button in the trip's header row. Chatting with the Defera Concierge explains what it can do.
Calling us
Call +1 (415) 319-8553 any time. The same AI concierge answers by voice, with the same knowledge as the chat, so call whenever you'd rather talk than type. Each trip's header row also has a button to call us.
Calling isn't a faster way to reach us, and it isn't a way to reach a person. If something needs a person, the concierge sends a request to our team, the same as in chat.
Before it shares any account details on a call, the concierge 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.
Emailing us
Write to support@defera.app. Our email response time is 2–5 hours. Include your booking reference so we can find your trip quickly.
Writing to us by mail
Our mailing address is Defera LLC, 28 Geary St, Suite 650 #321, San Francisco, CA 94108. Mail takes longer than the other options, so for anything about an upcoming trip, chat or email is quicker.
When you need a person
The concierge can send a request to our team for you, and it asks before sending anything. Your request shows as a card on your trip page. The answer posts there and comes to you by email, usually within 24 hours. How requests to our team work explains each step.
If it's urgent
If something's wrong with a flight that's coming up soon, tell the concierge it's urgent. An urgent request is the fastest way to reach a person on our team. Getting urgent help before your flight shows what to include.