Can I talk to a person?
Our chat and phone line are both answered by the Defera Concierge, our AI concierge, so you won't reach a person there. When something needs a person, the concierge sends a request to our team. Someone on our team looks at it, and the answer usually comes within 24 hours.
Many questions can be answered right in the chat, at any time of day. For the ones that can't, a request is how a person gets involved. Here's how it works.
How a person gets involved
- Tell the concierge what you need. Chat with the Defera Concierge, or call, and explain your question. It may be able to answer it right there.
- It offers to send a request. If your question needs a person, the concierge tells you what it will send to our team and asks whether you'd like it sent.
- You say yes. Your request goes to our team and shows as a card on your trip page, marked "Submitted · in progress".
- A person on our team answers. The answer posts on that card and comes to you by email.
You don't need to stay in the chat or keep checking your trip page. The answer comes to you.
What needs a person?
The concierge can answer many questions itself, like how your payment plan works or where to find a button. It sends a request to our team for things that need a person, such as:
- asking for an exception to a policy, for example because of an illness;
- a change our team makes for you, like new seats;
- a charge or trip total that looks wrong;
- a confirmation number that's taking longer than expected.
If you're not sure whether yours needs a person, ask. The concierge will tell you, and offer to send a request if it does.
How long it takes
Our team usually answers within 24 hours. The answer comes in writing: it posts on your request's card and comes to you by email. If you have a follow-up, chat with the concierge again and mention your request, and it can send a follow-up to our team.
If your question is about something time-critical, like a flight that's coming up soon, tell the concierge it's urgent. How requests to our team work explains each step in more detail.
If it's urgent
If you have an urgent travel problem, like trouble with a flight that's coming up soon or a problem during your trip, 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 covers what to include.
Does calling reach a person?
No. Calling +1 (415) 319-8553 reaches the same AI concierge, by voice, with the same knowledge as the chat. It's there for when you'd rather talk than type, but it isn't a faster way to reach our team. Either way, a request is how your question gets to a person.
Prefer to write?
You can also email support@defera.app. Our email response time is 2–5 hours. Include your booking reference, the code at the top of your booking confirmation email, so we can find your trip quickly.