Our Privacy Policy

This Policy explains when and why we collect personal information about people who visit our website or use any of our services, how we use it, the conditions under which we may disclose it to others and how we keep it secure.

Our Privacy Policy is regularly reviewed to make sure that we continue to serve your privacy interests. We will inform you of any significant changes and encourage you to periodically review this page for the latest information on our privacy practices.  Last updated 24th May 2018.

We are committed to keeping your personal information confidential and will only give it to others for the purposes set out in this Privacy Policy.  If you have questions or complaints regarding our Privacy Policy or practices, please contact us at [email protected]

Who are we?

We are Claim4Flights.com, an online flight compensation service working on behalf of EU261/2004 eligible passengers from all around the world. Claim4Flights.com is a trading name of the UK registered company Loci London Limited (no. 06925155).  For the purpose of the General Data Protection Regulation (GDPR) (EU) 2016/679, we are the data controllers.

How do we collect information from you?

We collect information about you in a number of ways:

• directly from you when you complete a form on our website;
• any other information that you subsequently send to us;
• we may collect information about your computer including, but not limited to, where available, your IP address, operating system and browser type – for more information on information collected in this way please see our Cookies Policy;
• we may also record and/or monitor calls for quality checks and staff training – such recordings may also be used to help us combat fraud.

What type of information is collected from you?

The personal information we collect about you and others in your claim includes:

• your name, address, phone number, email address, date of birth;
• details of your flight;
• details of when you contact us and when we contact you;
• we may need additional information as required by the airline to make a claim on your behalf;
• we may keep details of any phone number(s) that you call us from and use them to contact you;
• we may also keep details of your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation.

How and why is your information used?

We may use your information for a number of different purposes, which may include:

• providing you with the services or information you asked for;
• processing claims that you have submitted;
• carrying out our obligations under any contracts entered into between you and us;
• keeping a record of your relationship with us;
• conducting analysis and market research so we can understand how we can improve our services, products or information;
• checking for updated contact details against third party sources so we can stay in touch if you move or recover any debt you owe us;
• notifying you of changes to our services;
• to identify, prevent, detect or tackle fraud, money laundering, terrorism and other crimes;
• perform other administrative and operational purposes including the testing of systems and audits;
• comply with our regulatory obligations;
• contact you by email, SMS, post phone or in any other way about our products and services, unless you tell us that you prefer not to receive marketing;
• seeking your views or comments on the services we provide;
• processing job applications;

Your data may also be used for other purposes for which you give your permission or where we are permitted to do so by law or it is in the public interest to disclose the information or is otherwise permitted under the terms of the General Data Protection Regulation (GDPR) (EU) 2016/679.

How long is your information kept for?

We keep your information for no longer than is necessary for the purposes it was collected for, the length of time we retain your personal information for is determined by operational and legal considerations. For example, we are legally required to hold some types of information to fulfil our statutory and regulatory obligations (e.g. anti-money laundering or tax/accounting purposes).

We review our retention periods on a regular basis and automatically delete your data as follows:

• Personal details for potential customer are kept for up to 2 years as the laws may change and you could become eligible
• Personal details, claim details, and communications for customers with an eligible claim are kept for up to 6 years after the claim is closed as we may need to refer to this information in case of future dispute
• All personal details, claim details, and communications are removed 2 years after the customer or potential customer declines our services

Who has access to your information?

We do not sell or rent your information to third parties.

We do not share your information with third parties for marketing purposes.

However, we may disclose your information to third parties in order to achieve the other purposes set out in this policy. These third parties working on our behalf may include:

• service providers, suppliers, agents, subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example law firms who specialise in contesting EU261/2004 claims, payment systems to transfer funds to you, agents who collect payments or recover debts and infrastructure providers to send you communications);
• any person who has told us and who we reasonably believe to be your parent, carer or helper where you are unable to handle your own affairs because of mental capacity or other similar issues;
• any person or third party of our choosing provided that you have given us permission to do so.

When we use these third parties, we disclose only the personal information that is necessary to deliver the services and we have a contract in place that requires them to keep your information secure and prevents them from using it for their own direct marketing purposes. Please be reassured that we will not release your information to third parties for them to use for their own direct marketing purposes, unless you have requested us to do so, or we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime.

We may transfer your personal information to a third party as part of a sale of some or all of our business and assets to any third party or as part of any business restructuring or reorganisation, or if we’re under a duty to disclose or share your personal data in order to comply with any legal obligation or to enforce or apply our terms of use or to protect the rights, property or safety of our staff, customers, users of the website or others. However, we will take steps with the aim of ensuring that your privacy rights continue to be protected.

How do we keep information secure?

We recognise how important it is to protect and securely manage the information you share with us. We take care to ensure your privacy by design and employ all appropriate security technologies to protect your information.  For example, any sensitive information (such as bank account details) is encrypted in transit and only stored in secure systems.

When you send us personal information (for example by email, or other unencrypted means) these may be transmitted normally over the Internet, and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems. Where we have given you access credentials to certain parts of our websites, you are responsible for keeping this confidential. We ask you not to share your claim information with anyone.

Your rights

It’s your personal data and you have certain rights relating to it.  If you do not want to receive direct marketing communications from us, then you can generally use the unsubscribe option on any of our communications to you.

• We will not contact you for marketing purposes by email, phone or text message unless you have given your prior consent;
• We will not contact you for marketing purposes by post if you have indicated that you do not wish to be contacted;
• If you previously gave your consent, but no longer wish to receive such communications, please contact us at [email protected]

Under UK data protection law, you also have rights to:

• know what personal data we hold about you and to make sure it’s correct and up to date
• request a copy of your personal data, or ask us to restrict processing your personal data or delete it
• object to our continued processing of your personal data

You can update your information through our website or exercise these rights at any time by writing to [email protected].  A fee may be payable to supply your data to you. If you’re not happy with how we are processing your personal data, please let us know by sending an email to [email protected] We will review and investigate your complaint, and try to get back to you within a reasonable time frame. For further information we recommend you consult the guidance published by the UK’s Information Commissioner’s Office, https://ico.org.uk

Use of ‘cookies’

Like many other websites, the Claim4Flights.com website uses cookies. ‘Cookies’ are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. They collect statistical data about your browsing actions and patterns and do not identify you as an individual. This helps us to improve our website and deliver a better service.

It is possible to switch off cookies by setting your browser preferences. For more information on how to switch off cookies on your computer, visit our full Cookies Policy. Turning cookies of may result in a loss of functionality when using our website.

Links to other websites

Our website may contain links to other websites run by other organisations. This privacy policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our website.

In addition, if you linked to our website from a third party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third party site and recommend that you check the policy of that third party site.

16 or Under

We are committed to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ we will  please get your parent/guardian’s permission beforehand whenever you provide us with personal information.

Transferring your information outside of Europe

As part of the services offered to you through this website, the information which you provide to us may be transferred to countries outside the European Union (“EU”). By way of example, this may happen if any of our infrastructure processors are located in a country outside of the EU. These countries may not have similar data protection laws to the UK. By submitting your personal data, you’re agreeing to this transfer, storing or processing. If we transfer your information outside of the EU in this way, we will take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this Policy.  Our current infrastructure processors that have some access to your data and are essential for our operations are:

• Google (USA)
• MailChimp (USA)
• ElephantSQL (USA)
• ZohoReports (India, with EU-U.S. Privacy Shield)
• CapsuleCRM (UK)
• Pivotal (USA)
• Redhat (USA)
• Papertrail (USA)
• NewRelic (USA)

If you use our services while you are outside the EU, your information may be transferred outside the EU in order to provide you with those services.