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Privacy Policy

About our Privacy Policy

We take your privacy seriously and are committed to protecting your personal information. Our Privacy Notice explains how we collect, use and share personal information in the course of our business activities. In order to help you find what you are looking for, we have divided the information into the following sections.

Providing your personal information

The Island Luxury Travel FZCO entity responsible for your personal information will be the member of Island Luxury Travel FZCO  Group that originally collects information from or about you. Where the collection and use of personal information is not addressed by this Privacy Notice, the privacy notice made available when your personal information is collected will apply.

You do not have to provide your personal information to us, but if you do not provide certain information we will only be able to provide limited products and services to you. For example, where you refuse to provide mandatory travel information, we will not be able to transport you.

This Privacy Notice applies even if you have purchased your travel or other products or services via a third party (such as a travel agent or holiday company). These third parties may also have their own privacy policies that apply when they collect information from or about you.

Updates

We may amend this Privacy Notice from time to time to keep it up to date with legal requirements and the way we operate our business. If we decide to change our Privacy Notice we will place any updates on this webpage and the privacy sections of any relevant Platforms. Please regularly check this webpage and the privacy sections of any relevant Platforms for the latest version of our Privacy Notice. If at any point we decide to make fundamental changes to our Privacy Notice, we will seek to inform you by notice on our website or on the relevant section of any other Platform or email.

Third Party Websites

You might find external links to third party websites on our Platforms. Our Privacy Notice does not apply to your use of a third party site. We are not responsible for the privacy practices of websites that are not operated by an entity in the Island Luxury Travel FZCO  Group and encourage you to read the privacy statements of any such third party site.

What personal information we collect and when and why we use it

Personal information we collect and use if you make a booking

When you book a holiday or make other travel related bookings with us, we will collect, process and use personal information so that we can deal with all aspects of your booking.

Types of personal information we collect

The types of personal information we collect when you make a booking or fly with us includes your:

  • name
  • title
  • date of birth
  • address
  • contact details (including email address and telephone/mobile number)
  • Passenger Name Record (PNR) number
  • gender
  • passport details
  • emergency contact
  • details of next of kin
  • booking reference
  • payment card details
  • loyalty scheme number
  • nationality and other information for tax purposes (some countries only)
  • meal preferences
  • destination address where required (i.e. the US)

How we use this personal information

We use your personal information to:

  • fulfil our agreement with you and/or deal with your booking or intended booking, including processing your booking, sending you your itinerary or other details relating to your booking, or contacting you if there is a problem with your booking (for example, by sending you a service message to inform you when your booking has not been completed)
  • update you on changes to your travel itinerary (for example, if a flight is delayed or cancelled)
  • manage operations related to your journey, for example, ground handling (such as baggage and baggage claims), airport operations (such as check-in), fulfilment of meals, pick up and drop off by chauffer or transfer drivers (which may be handled by us or third party service providers)
  • manage your wider travel and products or services requirements (for example, liaising with and transferring your data to airlines, service providers (such as catering companies and ground and cargo handlers) and/or travel facilitators so that they can facilitate your booking and/or your travel arrangements so any disruption can be minimised), this includes when you book a holiday package, hotel, car or other ancillary service which may be provided by us or third parties through our Platforms
  • process payments for your booking, fulfil requests for refunds and for accounting or audit purposes
  • provide access to lounges and other airport products and services (such as welcoming services)
  • personalise the service and offers you receive (for example, by being aware of previous travel experiences, transactions or preferences, and tailoring the way we provide our products or services to you based on your preferences and profile)
  • personalise the look and feel of our Platforms and communications with you, so as to align with preferences you may have told us about or which we have inferred from your use of our Platforms, market research, your interactions with us on social media and previous transactions (details on How we use your personal information for marketing purposes, profiling and analytics are below)
  • provide the most helpful format and content by using location data received from our mobile Platforms (for example, pre-populating the departure airport, airport codes and payment country) provided that you have enabled location services on your mobile device
  • communicate and interact with you at different touch points throughout your journey (for example, we may inform you that your departure gate has changed or that you have not yet cleared through immigration)
  • communicate with check-in agents, flight crew, ground staff, airlines, accommodation providers and other parties that are part of your journey regarding your experience, preferences, compliments or complaints
  • improve the products and services we offer or help us to create new ones
  • conduct customer satisfaction surveys so that we can obtain a better understanding of how we can continue to improve the products and services we offer or help us to create new ones. During these surveys we may collect personal information from you relating to your thoughts/comments about your experience with us
  • market our products and services to you (details on How we use your personal information for marketing purposes, profiling and analytics are below)
  • work with social media providers to provide you with advertisements within those platforms (details on How we use your personal information for marketing purposes, profiling and analytics are below)
  • manage our business such as for systems testing, IT maintenance or development training, benchmarking and performance measurement
  • use in connection with your online account or loyalty scheme membership such as Island Luxury Travel FZCO  Skywards and Island Luxury Travel FZCO  Business Rewards (details on Personal information we collect and use if you register an online account with us or register for one of our loyalty schemes are below)
  • as you may authorise or consent to additionally from time to time.

Special categories of personal information we collect and use

We also collect special categories of personal information. The types of special categories of personal information we collect when you make a booking or fly with us include:

  • details about your health or medical condition
  • your religion (for special religious flight bookings (such as Hajj travel))
  • your biometric data

We use special categories of personal information to:

  • determine your fitness to travel (for example, if you have a pre-existing medical condition which may make it unsafe to fly)
  • provide you with special assistance (for example, where you tell us that you need an oxygen tank or a wheelchair) on our flights, at destinations or activities or at airports
  • fulfil special dietary requirements you tell us about
  • determine your eligibility for special religious flight bookings
  • identify you by using use facial recognition and other biometric technologies which may be used by ourselves, our travel providers, immigration authorities at the airports we fly to, including on behalf of governments, and to comply with local regulatory requirements
  • address a security or medical incident
  • comply with legal or regulatory requirements
  • as you may authorise or consent to additionally from time to time

Where your religion or health status could be inferred from meal preferences, we will not link this information or use it in any other way other than to fulfil your meal request.

We do not generally collect special categories of personal information from you (or those you are booking for), but where we do, we seek to minimise the collection and use of it and handle it with extra care. We also share this information with third parties (who help manage our business and deliver services, such as those parties who provide wheelchairs at airports) and other companies within the Island Luxury Travel FZCO  Group (who help manage your booking or journey), and we transfer it globally. Click on the following relevant sections for further details about Sharing your personal information with others and Transferring personal information globally.

Where you (or any passenger travelling) provides us with special categories of personal information you agree that you have voluntarily provided such information, and you consent (and the passenger travelling consents) for us to use that information for the purposes for which it was collected.

Advanced Passenger Information (API)

For passengers landing in certain countries, we are required to provide details of the itinerary and booking details in our Passenger Name Record (PNR) system to border control, customs and law enforcement officers at ports of entry and exit on your itinerary. This information is referred to as Advanced Passenger Information (API). We will share API with relevant authorities as required and permitted by local and applicable laws. If you do not provide this information we may not be able to provide travel and may not be able to provide a refund or re-booking.

Making a booking on behalf of another person

If you are making a booking on behalf of another person(s), it is your responsibility to obtain their consent to make the booking and share their details with us (as anticipated by this Privacy Notice), which we will assume that you have done prior to making the booking. It is also your responsibility to represent that person during the booking process, which means that you will need to provide us with the information required to make a booking, such as the full name and passport details of the person concerned, and explain to that person how we will use their personal information as set out in this Privacy Notice. Where required by local laws, we would advise you to keep a record of their agreement and provide them with a copy of, or link to, this Privacy Notice. Each person in a booking will be able to view the phone number and/or email of the other person(s) in a booking and update such information. Any operational messages sent to one member of a booking will also be sent to the person who made the booking.

Personal information we collect and use if you register an online account with us or register for one of our loyalty schemes

When you register to use one of our Platforms or for one of our loyalty schemes, such as Island Luxury Travel FZCO  Skywards or Business Rewards, we collect, process and use personal information to manage your registration. Once you register, this will enable you to manage your account and preferences.

Types of personal information we collect

The types of personal information we collect from you when you register for an online account or one of our loyalty schemes includes your:

  • name
  • title
  • date of birth
  • address
  • contact details (including email address and telephone/mobile number)
  • country of residence
  • nationality
  • preferred language
  • organisation/company name, address, telephone number and travel coordinator name and contact details (for Business Rewards)

Once you register an online account or become a loyalty scheme member the types of personal information we collect from you includes:

  • rewards transaction details (such as points or miles accrual, redemption, purchase, transfer and gifts)
  • your journey preferences (such as your favourite seat, drink or meal on flights, aircraft)
  • your personal lifestyle interests (such as in sports, theatre or hobbies)
  • marketing preferences
  • medical needs in connection with your travel
  • information about your travel coordinator
  • information about your family members (including when you enrol your child or link your accounts with your family members in our loyalty schemes such as Island Luxury Travel FZCO  Skysurfers and Family Group)
  • death certificate and beneficiary information in the event of a request for the transfer of points or miles from a deceased member’s loyalty scheme account
  • membership number associated with a partner airline’s loyalty scheme

When you register for an online account or one of our loyalty schemes, you will be asked to confirm that you agree to the online account and loyalty scheme terms and conditions. Your information will be shared between loyalty schemes if you are also a member of a loyalty scheme with whom we have a partnership arrangement and with third parties who help us administer our online accounts and loyalty schemes (further details on Sharing your personal information with others is below).

How we use this personal information

We use the personal information we collect if you register an online account or become a loyalty scheme member, together with the Personal information we collect and use if you make a booking or fly with us, to:

  • manage the online account or loyalty scheme in accordance with their terms and conditions
  • manage accrual, redemption, transfer and purchase of rewards (such as points or miles) and share personal information with any of our rewards partners (such as our airline, hotel, transportation and retail partners where points or miles can be accrued or redeemed) to manage such rewards
  • personalise the service and offers you receive (for example, by being aware of previous travel experiences, transactions or preferences, and tailoring the way we provide our products or services to you based on your preferences and profile)
  • determine tier loyalty status and make offers and provide personalised service based on tier loyalty status
  • communicate and interact with you at different touch points throughout your journey (for example, in the event of service failures, compliments or complaints)
  • provide insights about travel behaviours (such as the industries and companies using our services for business travel) in order to provide industry or company specific offers
  • extend invitations to our events
  • authenticate log-ins to your online account or loyalty scheme and detect and prevent fraud in connection with your online account or loyalty scheme
  • as you may authorise or consent to additionally from time to time

Any information we collect will also be used in accordance with the terms and conditions of the online account or loyalty scheme.

Personal information we collect and use if you have any queries about any of our products or services

If you have any queries about any of our products or services, compliments or complaints, or requests such as flight certificates, we will need to collect information from you, including your contact details, in order for us to respond to your query or provide you with assistance. We will collect this information when you submit a form on our Platforms, send us an email, call our customer service centre, visit a local office or retail centre, or contact us via another form of communication such as through social media or an online chat tool, or on board our flights or in our lounges.

Types of personal information we collect

The types of personal information we collect includes your:

  • name
  • title
  • date of birth
  • address
  • contact details (including email address and telephone/mobile number)
  • Passenger Name Record (PNR) number
  • booking reference
  • loyalty scheme number
  • passport copy
  • death, marriage or other legal certificate or power of attorney

Depending on the nature of your query, we may need to collect special categories of personal information from you so that we can properly understand the nature of your query or request. More details on Special categories of personal information we collect and use are above.

We also keep a record of the communications we have with you including call recordings so that we can monitor and improve the quality of our customer support services, comply with relevant legal obligations and to make and defend claims. If you visit one of our local offices or retail centres you will be monitored by closed caption television for security purposes. In each case, we do so in compliance with applicable laws.

How we use this personal information

We use your personal information to:

  • address your inquiry or any other interaction with us as efficiently as possible
  • analyse the types of inquiries received to improve our products and services and interactions with our customers
  • to authenticate your identity such as when you call our customer service centre
  • manage any claims you make for compensation or otherwise
  • as you may authorise or consent to additionally from time to time

Personal information we collect and use if you enter or register for a contest, competition, prize draw or promotional offer

We may from time to time hold contests, competitions or prize draws or make available promotional offers. If you want to take place in any of these, we ask you to provide us with certain personal information and we also use this information to keep in touch with you about our products, services and any special offers which we think may be of interest.

Types of personal information we collect

The types of personal information we collect includes your:

  • name
  • title
  • date of birth
  • address
  • contact details (including email address and telephone/mobile number)
  • loyalty scheme number

How we use this personal information

We use your personal information to:

  • administer the contest, competition, prize draw or promotional offers and improve them
  • invite you to join our loyalty schemes
  • as you may authorise or consent to additionally from time to time

Any information we collect will also be used in accordance with the terms and conditions of the contest, competition, prize draw or promotional offer.

In the event of a medical incident on board our flights or in our lounges, we will need to collect special categories of personal information from you such as medical information. More details on Special categories of personal information we collect and use are above.

Personal information we collect and use in the event of an emergency

The types of personal information we collect include your:

  • name
  • title
  • date of birth
  • address
  • contact details (including email address and telephone/mobile number)
  • Passenger Name Record (PNR) number
  • gender
  • nationality
  • passport details
  • emergency contact
  • details of next of kin
  • booking reference
  • loyalty scheme number

In the event of an emergency affecting your medical condition during your flight or travel journey, we will need to collect special categories of personal information. We will also collect information about your religion in order to fulfil your request to accommodate your religious beliefs. More details on Special categories of personal information we collect and use are above.