Getting urgent help before your flight
If something's wrong and your flight is coming up soon, chat with the Defera Concierge, our AI concierge, and say it's urgent. It can send an urgent request to our team, which is the fastest way to reach a person.
We know how stressful a travel problem is when the clock is ticking. A clear first message helps: include your booking reference, when you fly and what's happening, so our team has what it needs from the start.
What counts as urgent
Urgent means a time-critical travel problem, such as:
- something wrong with a flight that's coming up soon;
- a problem with your trip while you're away.
If it can wait a day, a standard request is fine. Our team usually answers those within 24 hours.
How to get an urgent request in fast
Here's what to do:
- Open the chat. Go to the support chat, or tap the message button in your trip's header row.
- Lead with the urgency. Start by saying it's urgent and when your flight leaves.
- Describe what's happening. Say what's wrong and what you need from us.
- Say yes to the request. When the concierge offers to send a request to our team, say yes.
Your request shows as a card on your trip page. The answer posts there and comes to you by email.
What to include
- Your booking reference. It's the code at the top of your booking confirmation email.
- Your flight. The date and time, and which travelers are affected.
- What's happening. In your own words, including anything the airline has told you.
- What you need from us. For example, help with a flight the airline has changed.
Should I call instead?
You can call +1 (415) 319-8553 24/7 if you'd rather talk, but it's the same AI concierge as the chat, not a faster lane. Either way, the urgent request is what gets your situation to a person, and you can ask for one by phone too.
If the airline cancels, delays or changes your flight
You haven't done anything wrong. Cancellations and delays are handled by the airline that operates your flight, under the rules that apply, such as US Department of Transportation rules, or EU261 in Europe. We help you navigate it: tell the concierge what's happening.
If the airline tells you to contact the company you booked with, that's us. If the airline changes or cancels your flight has more.
If you can't find your booking in the airline's app
If you have your confirmation number but your booking isn't showing in an airline's app, check whether the flight is operated by a partner airline. Your itinerary shows this as "Operated by" another airline. Your booking usually lives with the airline that operates the flight.
If you've paid in full but don't see your confirmation number
Your confirmation number is released once your trip is paid in full. After your final payment, a "Confirmation Number Release" card appears on your trip. If you don't see one, tap Finished paying for your trip? in your trip's payment schedule. If your flight is very soon, tell the concierge it's urgent. I've paid off my trip. Where's my confirmation number? has more.
What we can't promise
We can't promise a particular outcome. But an urgent request is the fastest way to get your situation in front of a person on our team.