Privacy Policy & Cookies

What Personal Information Do We Collect About You?

We strive to collect only the essential personal data necessary for your interaction with us. The specific information gathered depends on how you engage with our services (e.g., booking a trip requires more data than just requesting a brochure or browsing our site).

We may collect, use, store, and transfer various categories of personal information:

• Your Personal Details: First and last name, title, gender, marital status, date of birth, contact details (email, phone), loyalty program details, reasons for travel, and preferences (meal, dietary, other travel requirements).

• Financial and Payment Information: Bank and payment card details related to transactions, as well as records of payments and purchased services.

• Official Identification: Passport or ID card details (number, issuing country, expiry) are required for routes necessitating advance passenger information.

• Booking Information: Specifics of your travel or service arrangement, including destinations, booking party members, onward travel, excursions, baggage, upgrades, lounge visits, and any special assistance or preferences needed to fulfill the service.

• Interaction Data: Records of communications and conversations with us or our staff, such as inquiries, complaints, feedback, usernames/passwords, interests, and marketing preferences.

• System Usage Data: Information on how you use our digital services (website, app, social media), retail stores, and call centers, including IP addresses and content you post online.

• Job Applicant Data: For job applications, we collect your CV, work history, educational background, and the role you are applying for.

• Special Category Data (Sensitive): We may collect sensitive data like health information (e.g., medical conditions, specific dietary needs to ensure the trip is suitable) or religious information (e.g., indicated by meal choices like Kosher or Halal). We limit this sensitive data collection and typically seek your explicit consent unless there is a specific legal basis.

How Fire Phoenix Collect and Use Your Information

We collect your information through several methods:

1. Direct Interactions: You provide data directly by filling out forms or communicating with us (post, phone, email, etc.). This includes when you book or search for services, partially complete a booking, request materials, sign up for updates, create an account, provide feedback on an incident, apply for a job, or contact our call centers (which may be recorded for quality/security).

2. Automated Technologies: As you use our website, technical data about your device and browsing habits are automatically collected via cookies, server logs, and similar tools (details in our Cookie Policy).

3. Third Parties/Public Sources: We may receive data from airlines, hotels, analytics providers, or other partners, especially in connection with complaints.

What We Use Your Information For

We process your data based on legal grounds: fulfilling our contract with you, meeting a legal obligation, pursuing a legitimate business interest (where your rights don’t override), or when you provide consent.

Key uses of your data include:

• Managing Bookings: To provide and organize requested services (flights, accommodation, tours, special assistance) based on fulfilling our contract and, for special assistance, your consent.

• Service Communications: To contact you about your booking (e.g., tickets, itinerary changes, complaint responses) based on our contract and legitimate business interest in customer service.

• Assisting Online Bookings: To offer help if you face difficulties while using our sites to book.

• Contests/Surveys: To run promotions and study customer behavior to improve our services and grow our business.

• Marketing: To send updates, offers, and promotions that we believe are relevant to you, usually based on your consent or our legitimate interest in providing customer service (consent is generally required for direct marketing via email/text).

• Personalization & Service Improvement: To tailor your experience, customize communications, record/monitor calls for quality, and ensure the relevance of our products and services (legitimate interest).

• Security & Business Protection: To prevent fraud, ensure security, and maintain our systems (legitimate interest or legal obligation).

• Job Applications: To process applications submitted to us (legitimate interest in recruitment).

• Website Optimization: To ensure our site and app content is displayed effectively and conveniently on your device (legitimate interest).

• Data Analytics & Research: To define customer types, improve our offerings, inform marketing strategy, and conduct aggregated research (legitimate interest).

• Legal Compliance: To meet legal obligations like court orders.

Marketing Practices

We use your information to determine relevant products and offers. We will only send marketing if you have:

• Signed up to receive communications and not opted out.

• Made a booking with us and have not opted out.

You can easily unsubscribe by clicking the link in our emails or by contacting us. We do not share your data with other parties for their marketing purposes unless you give explicit, opt-in consent. We may use trusted third-party providers to send communications on our behalf.

When We Share Your Data

We may share your data to provide our services and meet legal obligations with:

• Third-party Suppliers: Partners essential to your booking (airlines, hotels, agents, transport, insurance, etc.).

• Other Business Suppliers: Companies that help with our operations (marketing agencies, IT providers, analytics, medical services, etc.).

• Government/Regulatory Bodies: Authorities like airport, immigration, and border control (for “Advance Passenger Information”) where legally required.

• Marketing Third Parties: Trusted suppliers who assist us in customer classification, or any third party you explicitly consent to.

• Other Parties: Credit reference/fraud agencies, courts, or advisors to enforce rights or comply with the law.

• New Owners: If we sell, transfer, or merge parts of our business, the new owners may process your data as outlined here.

All third parties are required to respect your data’s security and process it only for specified purposes under our instructions.

Your Data Rights

You have rights regarding the personal information we hold, including:

• The right to be informed (as set out in this policy).

• The right to correct incorrect data.

• The right to opt out of marketing.

• The right to receive a copy or request transfer of your data.

• The right to object to or limit processing in certain circumstances.

• The right to withdraw consent where applicable.

You can exercise these rights by contacting us or using the unsubscribe link in emails.

Data Security

We have security measures in place to prevent data loss, unauthorized access, or disclosure. Access is restricted to employees and third parties with a business need, and they are bound by confidentiality. We have procedures to manage any suspected data breach.

Data Retention

We keep your data only as long as necessary to fulfill the purposes collected, including meeting legal, accounting, or reporting requirements. By law, we retain basic booking information for six years for legal claims and tax. Data may be anonymized for indefinite use in research or statistical purposes.

Other Information

• Change of Purpose: We will only use your data for reasons compatible with the original purpose unless we notify you.

• Third-party Links: Our website may contain links to third-party sites; we are not responsible for their privacy practices, and you should read their policies.

• Changes: We keep our policy under review. Please inform us if your personal data changes.

HOW TO CONTACT US

Please contact us if you have any concerns. We will do our best to help you solve the problem. You can send an email to us at support@firephoenixtravel.com.