I was charged for bags at the airport
If an airline charged you for bags at the airport and you don't think it should have, contact us so our team can look into it. Before you do, gather your receipt and your booking details.
We know an unexpected charge at the airport is frustrating, especially when you're trying to catch a flight. We can't promise an outcome in advance, but having everything ready helps our team look at your trip and give you a clear answer.
What should I gather?
- The receipt for the bag charge. Note the amount, the date, the airport, and which traveler and how many bags it covered.
- Your Defera booking reference. It's at the top of your booking confirmation email. It's also on your Trip Statement, which you can download with the download icon at the top of your trip page.
- Your airline confirmation number, if your trip has one. It's the code the airline uses to find your reservation.
- Whether you added bags with Purchase Baggage before you flew, and roughly when.
- Anything the airline told you about the charge.
How do I contact you?
Choose whichever suits you best:
- Chat with the Defera Concierge, our AI concierge. Share the details above, and it can send a request to our team.
- Email support@defera.app with the details above, including what your receipt shows. Our email response time is 2–5 hours.
- Call +1 (415) 319-8553. The Defera Concierge answers by voice, 24/7. It's the same AI concierge as the chat, so use whichever you prefer.
What happens next?
When the Defera Concierge sends a request to our team, it shows on your trip page as a card that says "Submitted · in progress". When our team has an answer, it appears on that card, and you get it by email too.
The card stays on your trip page until you dismiss it, so you can come back to the answer whenever you need it.
For your next trip
You can check what your fare includes, and add checked bags any time after booking, from your trip's Flight Options. What bags are included with my fare? shows you how.