Privacy Policy

How we collect, use, and protect your personal information

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Last updated: 28 March 2026

1. Introduction

FlightsRefunds ("we", "us", "our") is committed to protecting your privacy and personal data. This Privacy Policy explains how we collect, use, store, and share your personal information when you use our website (https://flightsrefunds.com) and our flight compensation claim services.

We are the data controller for the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our contact email for data protection matters is contact@flightsrefunds.com.

2. Information We Collect

We collect the following types of personal information:

Information you provide directly:

  • Full name, email address, phone number
  • Flight details (flight number, dates, airports, booking reference)
  • Details of your flight disruption
  • Supporting documents (boarding passes, booking confirmations, receipts)
  • Payment information for compensation transfers

Information collected automatically:

  • IP address and approximate location
  • Browser type and version, operating system
  • Pages visited, time spent on site, referring URL
  • Device type and screen resolution
  • Cookies and similar tracking technologies (see our Cookie Policy)

3. How We Use Your Information

We use your personal information for the following purposes:

  • Claim Processing: To assess, prepare, submit, and manage your compensation claim with the airline
  • Communication: To contact you about your claim status, request additional information, and provide updates
  • Payment: To transfer your compensation to your bank account
  • Legal Compliance: To comply with legal obligations and regulatory requirements
  • Service Improvement: To improve our website, services, and user experience
  • Marketing: To send you relevant information about our services (only with your consent)

4. Legal Basis for Processing

We process your personal data under the following legal bases:

  • Contract Performance: Processing necessary to provide our claim management services (Article 6(1)(b) UK GDPR)
  • Legitimate Interest: Processing necessary for our legitimate business interests, such as fraud prevention and service improvement (Article 6(1)(f))
  • Consent: For marketing communications and non-essential cookies (Article 6(1)(a))
  • Legal Obligation: Processing required to comply with laws and regulations (Article 6(1)(c))

5. Data Sharing

We may share your personal information with:

  • Airlines: Your flight and personal details are shared with the relevant airline to process your compensation claim
  • Regulatory Bodies: If we escalate your claim to aviation authorities (e.g., UK CAA, EU enforcement bodies, CTA)
  • Legal Partners: If legal proceedings are required, your information is shared with our qualified legal partners
  • Payment Processors: To facilitate compensation transfers to your account
  • IT Service Providers: Who help us maintain our website and systems (under strict data processing agreements)

We will never sell your personal data to third parties for marketing purposes.

6. Data Retention

We retain your personal data for the following periods:

  • Active claims: For the duration of the claim process plus 12 months after resolution
  • Completed claims: Up to 7 years for legal and tax compliance purposes
  • Unsuccessful claims: 12 months after the claim is closed, then deleted
  • Marketing data: Until you withdraw consent or unsubscribe
  • Website analytics: 26 months (anonymised data may be retained longer)

7. Data Security

We implement appropriate technical and organisational measures to protect your personal data, including:

  • 256-bit SSL/TLS encryption for all data transmitted to and from our website
  • Encrypted database storage for sensitive personal information
  • Access controls limiting who can view personal data
  • Regular security assessments and updates
  • Secure document storage with restricted access
  • Staff training on data protection and security procedures

8. Your Rights

Under UK GDPR, you have the following rights:

  • Right of Access: Request a copy of the personal data we hold about you
  • Right to Rectification: Request correction of inaccurate or incomplete data
  • Right to Erasure: Request deletion of your personal data ("right to be forgotten")
  • Right to Restrict Processing: Request that we limit how we use your data
  • Right to Data Portability: Request your data in a structured, machine-readable format
  • Right to Object: Object to processing based on legitimate interests or for marketing
  • Right to Withdraw Consent: Withdraw consent at any time where processing is based on consent

To exercise any of these rights, please contact us at contact@flightsrefunds.com. We will respond within 30 days.

9. International Transfers

Your data may be transferred to airlines and regulatory bodies outside the UK. Where this occurs, we ensure appropriate safeguards are in place, including Standard Contractual Clauses (SCCs) or adequacy decisions as approved by the UK Government.

10. Children's Privacy

Our services are not directed at children under 16. We do not knowingly collect personal data from children. Claims for minors must be submitted by a parent or legal guardian. If you believe a child has provided us with personal data, please contact us immediately.

11. Complaints

If you are dissatisfied with how we handle your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

We encourage you to contact us first at contact@flightsrefunds.com so we can try to resolve your concerns directly.

12. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with a revised "last updated" date. We encourage you to review this policy periodically.

13. Contact Us

For any privacy-related questions or requests: