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, or 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) required for routes needing advance passenger information.
Booking Information
Details 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.
Interaction Data
Records of communications 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 posted online.
Job Applicant Data
For job applicants: CV, work history, educational background, and the role applied for.
Special Category Data (Sensitive)
Sensitive data such as:
- Health conditions (e.g., medical needs, dietary requirements)
- Religious information (e.g., Kosher/Halal meal choices)
We limit this collection and typically seek your explicit consent unless legally required.
How Fire Phoenix Collect and Use Your Information
We collect your information through several methods:
Direct Interactions
You provide data when filling forms or communicating with us (post, phone, email, etc.). This includes:
- Booking or searching for services
- Partially completing a booking
- Requesting materials
- Signing up for updates
- Creating an account
- Providing feedback
- Applying for a job
- Calling our customer center (calls may be recorded)
Automated Technologies
Technical data is automatically collected via:
- Cookies
- Server logs
- Similar tracking tools (See our Cookie Policy for more details.)
Third Parties / Public Sources
We may receive data from airlines, hotels, analytics providers, or other partners, especially in connection with customer complaints.
What We Use Your Information For
We process your data based on:
- Fulfilling our contract with you
- Legal obligations
- Legitimate business interests
- Your consent
Key Uses
- Managing bookings: Flights, accommodation, tours, special assistance
- Service communications: Tickets, itinerary changes, complaints
- Online booking support
- Contests and surveys
- Marketing: With consent or legitimate interest (email/SMS typically requires consent)
- Personalization and improvement: Tailored experiences, call monitoring
- Security and fraud prevention
- Job applications
- Website optimization
- Analytics and research
- Legal compliance
Marketing Practices
We may send marketing communications if you have:
- Opted in to receive updates, or
- Made a booking and not opted out
You can unsubscribe at any time via:
- Email unsubscribe links
- Contacting us directly
We do not share your data with other companies for their marketing unless you give explicit opt-in consent.
Trusted third-party providers may send communications on our behalf.
When We Share Your Data
We may share data to provide services and meet legal obligations with:
Third-party Suppliers
Airlines, hotels, agents, transport companies, insurance providers, etc.
Operational Business Suppliers
Marketing agencies, IT service providers, analytics providers, medical support services, etc.
Government / Regulatory Bodies
Airport authorities, immigration, border control agencies (for Advance Passenger Information), when legally required.
Marketing Third Parties
When assisting us in customer classification or when you provide explicit consent.
Other Authorized Parties
Credit reference or fraud prevention agencies, courts, law enforcement, and professional advisers.
Business Transfers
If we sell, merge, or transfer business assets, new owners may process data under this policy.
All third parties must maintain confidentiality and follow our instructions.
Your Data Rights
You have the following rights:
- Right to be informed
- Right to correct inaccurate data
- Right to opt out of marketing
- Right to access your data
- Right to request data transfer
- Right to object to or restrict processing
- Right to withdraw consent
You can exercise these rights by contacting us or using unsubscribe links in emails.
Data Security
We maintain security measures to protect against:
- Data loss
- Unauthorized access
- Data disclosure
Access is limited to authorized personnel and third parties under strict confidentiality agreements.
We also have procedures to manage suspected data breaches.
Data Retention
We only keep your data as long as necessary to fulfill its purpose and meet legal, accounting, or reporting requirements.
By law, we keep basic booking details for six years for legal and tax purposes.
Data may be anonymized for long-term research and statistics.
Other Information
Change of Purpose
We only use your data for the purpose it was collected, unless deemed compatible or if you are notified.
Third-party Links
Our website may include links to third-party sites. We are not responsible for their privacy practices—please review their policies.
Policy Changes
We review this policy regularly. Please notify us if your personal information changes.
HOW TO CONTACT US
If you have concerns or questions, please contact us. We will do our best to resolve the issue.