Our job is to claim from the airlines compensation that may be due to you in case of a flight disruption.
In order to do so, it is necessary that you send us a lot of information about yourself and in particular: your identity and travel documents, your email address, possibly your telephone number, the names of others passengers if they were travelling with you.
We consider that the protection of personal data is essential: it is a fundamental aspect of our business and customer relations. That is why we make every effort to comply with the legal provisions that protect you and your data:
This document is our Personal Data Protection Policy (the "Policy"): it explains how we collect and process your personal data and gives you all the information you need to understand how you can control their use.
It applies to all personal data that we are likely to receive via our Internet site https://www.airrefund.com and all its tree structure and declinations, via pages and accounts created on social networks, and processed via all our tools and software. It does not apply to websites or tools and software of third parties (our customers, partners, sponsors or any other third party etc.) even if a link to their website appears on our website and even if they are our suppliers, service providers or subcontractors.
personal data are all information relating to an identified or identifiable person (for instance, your name, your booking reference number). Such information is considered as personal data since it makes you identifiable by the airline) (“Personal Data”).
When you fill in a form: the personal data you must (or choose) to fill in the boxes "name, first name, email, telephone number and comment" for yourself and, if applicable, for the persons who were travelling with you and mandated you to fill in their form on their behalf.
When you send your documents:
Through our website https://www.airrefund.com or one of its versions: either through the online form in the "Contact" section, or through the online form in the "Start your claim" section, then if your file appears eligible, through our second form in which we ask you a few more questions to check eligibility.
Through emails: as soon as we exchange by email, throughout your claim management, and especially when you send us your documents.
Through your company if you are a business traveller (within the framework of a partnership contract concluded with your company and its professional travel agency). The email you receive contains a link to our second form.
The purpose of collecting and processing your personal data is to give us the opportunity to take all the necessary measures to complete your claim: follow-up of your file, transmission to the concerned intermediaries (see question n°6), amicable negotiations with the airlines and sometimes litigation follow-up and, if successful, payment of your compensation. In addition, if successful, your file reference (indirect personal data) may be used to support requests from other passengers on the same flight.
Finally, your personal data may be used to enable us to establish performance indicators in order to continually improve our service (anonymous and optional satisfaction survey).
First of all, please be aware that your personal data will never be sold, rented or shared in any way for commercial purposes (neither free of charge nor for consideration).
However, your personal data are of course transmitted to various parties who process them for the purpose of your claim management (see question n°5): to the airlines’ customer and/or legal departments, to the competent national enforcement bodies present in various European Union members, such as the CAA in the United Kingdom), if necessary to a lawyer (but only with your prior written consent) who may bring your case before a court, or to any other entity that could allow your case to be won.
In addition, your personal data may be transmitted to other strictly defined and authorized recipients, such as an outsourced customer service department (so that we can talk to you over the phone more often, which is fundamental in our conception of customer relations, while, at the same time, we are managing your claims), or our technical and IT support.
These various contacts are therefore likely to contact you, but only as part of the follow-up and progress of your claim.
Please be aware that we ensure that our partners and subcontractors offer at least equivalent guarantees in terms of personal data protection.
Obtaining consent is mandatory for data processing to be authorised (European provisions). In this case, your consent is implied, unless you tell us otherwise. By connecting to our various tools and using our services, you are giving your consent for:
For all persons under 16 who contact us, we must obtain their legal representative’s consent: failing that, personal data are destroyed. Beyond the age of 16 and in terms of personal data, the person is considered to be over the age of legal majority and capable of disposing of his or her data alone.
Your personal data shall be kept for no longer than is necessary for the purposes of processing (see question n°5), i.e. until your claim is closed. Thereafter, your personal data are archived for the entire legal period of retention of evidence (to justify our income and our actions for example). At the end of this legal period, your personal data are destroyed. You will be notified of this destruction.
We aim to process your personal data in the most secure way. To this end, we take all appropriate physical, technical and organisational measures to guarantee their confidentiality and prevent, as far as possible, any alteration, loss or unauthorised access to your data. In particular, all persons having access to your personal data are bound by an obligation of confidentiality and are subject to disciplinary measures and/or other sanctions if they do not respect their obligations.
Your Personal Data are hosted within the European Union (Ireland and Germany). In line with the GDPR obligations and business needs, we have decided to develop our own claim management tool.
Now that you know what happens to the personal data you entrust us with, here is a description of the various rights you may exercise. There are 6 of them:
If you have any questions about this Policy, you may contact our Data Protection Officer at DPO@airrefund.com. Please note, however, that no question related to the progress of a claim will be dealt through this email address: any email in this regard will unfortunately be deleted without transfer.