The "Are you still taking this trip?" email

Written by Audrey (SI), Director, Operations Assurance · Updated 2026-10-23

This email is a real, automatic check-in from Defera. We send it when a payment on your trip has been tried several times and still hasn't gone through. It asks one thing: are you still planning to take this trip?

Either way, you can act on your answer from your trip in the app, and the choice is yours.

Why did I get it?

One of your trip's payments didn't go through, and the automatic retries haven't been able to collect it either. Rather than let that drift, we'd like to hear from you. We send it at most once for each missed payment.

It isn't a cancellation notice. Nothing has been cancelled, and your trip is still yours.

I'm still going. What should I do?

Catch up on the missed payment from your trip:

  1. Open your trip. Go to Trips and tap the trip.
  2. Find the Payment Schedule section. It shows what's past due.
  3. Tap Make a Payment. Pay what's past due with the card on file or a different card.
  4. Update your card if it was the problem. Tap Update Card in the same section, so your next payments go through on their dates.

Catching up on a past-due balance walks through it in more detail.

My plans have changed. What should I do?

This is the perfect time to recoup what you've paid. If your trip's cancel screen offers Cancel & receive Defera Credit, you get 100% of what you've paid back as Defera Credit. Your plan stops, and no further payments are taken.

  1. Open your trip. Go to Trips and tap the trip.
  2. Open your cancel screen. Tap Flight Options, then Cancel. Opening it doesn't cancel anything by itself.
  3. Check the amount. The screen shows exactly what you'll get back before anything is final.
  4. Cancel for credit. Tap Cancel & receive Defera Credit. The credit is on your account instantly.

Defera Credit never expires, and you can use it toward any future trip, including trips you book for someone else. What is Defera Credit? explains how it works.

Not sure yet?

Reply to the email, or chat with the Defera Concierge, our AI concierge, any time. It can look at your trip's payments and options with you.

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