Section 1. Introduction

Along with VIPS.AERO General Terms and Conditions and Cookie policy, this policy explains how we collect and handle your information across of our website and mobile app. We'll review this policy from time to time to make sure it's up-to-date. If we make changes, we'll post the latest version here. Do not hesitate to visit this page regularly and you will know exactly where you stand. We will note the date that revisions were last made to this policy at the bottom of this page, and any revisions will take effect upon posting.

When this policy mentions “we”, “us”, or “our”, it refers to “VIPS.AERO” LTD, English company with registration number 13277411 and with address for correspondence purposes at UK, London, London Road, Centurion House, Staines-upon-Thames TW18 4AX, that is responsible for your information under this policy (the “Data Controller”).

We can only speak for ourselves so this policy does not cover the collection or use of your information by the airports and other our partners we feature. That means when you buy services with most of the our partnersyou will find on, your information will be processed by them in accordance with their own privacy policy and terms and conditions.

Our website may contain links to other websites operated by third parties. Please note that this privacy policy applies only to the personal information that we collect through the website and we cannot be responsible for personal information that third parties may collect, store and use through their website. You should always read the privacy policy of each website you visit carefully.

If you agree with this policy, then you are all set to book services for your next trip through us.

Section 2. The type of personal information we collect

Everyone who uses our services will have bits and pieces of information about them collected, stored and processed. However, we do not collect more information than we need. When you use our services, we have to collect, keep and share some personal data and ask that you agree to that in line with this policy.

We currently collect and process the following information:

• Personal and contact details (e.g. full name, email address, telephone number, gender, citizenship, location) for enabling the booking, register an account with us, provide services and information, subscribe to our marketing communications, and/or submit enquiries to us. Please bear in mind that your email will be your identity data. We will be able to link your information based on your email;
• Security data (e.g. password) when you create an account with us;
• References information includes selected preferences associated with your account including specific consents you have given or declined, email and push notification preferences and cookies containing your advertisement preferences.
• Communications Information, includes communications we receive from you such as feedback, help requests and queries via telephone, email and other electronic communication methods such as online chat, instant messaging or social media; records of your telephone calls with us which we use for training, monitoring and quality purposes; and metadata associated with those communications, such as time and date.

You do not have to give us all of this personal information but if you do not, you may not be able to buy from the site, and you are unlikely to receive our optimal overall customer experience. But that is your choice – and we respect that.

Section 3. How we get the personal information and why we have it

All personal information we process is provided to us directly by you for one of the following reasons:

Booking. During the purchase process, we ask you only for the personal data that we need to provide you with our mediation services to our partner’s products contract. This includes completing and managing your booking, sending you communications by email, call or SMS in relation to your booking (e.g. confirmations, modifications and reminders), allowing us to respond to your queries. Such communications could be managed by us or by our partners. The booking process can be done on our website, our app, our customer service. We endeavor to show to you the most relevant information and help you in a personalized manner with your booking and post-booking.

Legal basis: This processing is necessary for the performance of the contract (e.g. to finalize and manage your booking).

User account. Our users can create a user account on our website or app. We use such information you give us to manage your account and with the objective to show you the most relevant travel booking and post-booking experience, allowing you to do a number of useful things. For more information about any of our services, please go to our Terms and Conditions.

Legal basis: This processing is necessary for the performance of the contract (e.g. to manage your account and offer you a more personalized service).

Communications with you. There could be a number of reasons for different kinds of communications that we process where we get in touch with you:

a. To respond to any query or request from you or any service provider and handle it.

b. To contact you in a personalized manner and help you to finish your booking, if you are still interested, in case you have not finalized a booking online (as we believe that this additional service benefits you as it allows you to carry on with a booking without having to fill in your reservation details again). We also keep it to recognize you when you visit our website again, in order to improve your user experience.

c. To inform you how to contact us if you need assistance while you are away.

d. We may need to send you other administrative messages, which may include security alerts.

Legal basis: This processing may rely on the necessity for the performance of the contract, on our legitimate commercial business interest to provide our services or on your consent.

Marketing activities. We use your information for marketing purposes, such as for:

a. To send you regular news of products and services, which you can unsubscribe from email marketing communications easily and at any moment, just by clicking on the unsubscribe link included in each newsletter or other communication.

b. To show to you individualized offers on our website, app or third party platforms (including social media sites) and the content of the site displayed to you may be personalized. Such offers can be booked on our site.

Legal basis: This processing relies on our legitimate commercial business interest to provide our services or on your consent.

Legal purposes. Finally, in certain cases, we may need to use your information to handle and resolve legal disputes, for regulatory investigations and compliance, to enforce our Terms or to comply with lawful requests from law enforcement.

Legal basis: This processing relies on legal obligation compliance.

Section 4. Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are:

(a) Your consent. You are able to remove your consent at any time by contacting us at email we.care@vips.aero

(b) We have a contractual obligation.

(c) We have a legal obligation.

(f) We have a legitimate interest.

We may share personal information with

Our Partners (e.g. airports, handling companies you have contracted with us). In order to provide you with our services, we need to communicate your personal data to the providers involved, in order that they can provide you with the products or services you have requested, as well as those other parties to which it is necessary to disclose your personal data in order to provide you with the requested services in a diligent manner. These third parties will be operating as autonomous data controllers. Please note that these partners also may contact you as necessary to obtain additional information about you in accordance with their own independent privacy policy. Please see the full list of our partners for more information about who these suppliers including links to their privacy policies.

Third party service providers (e.g. those providing us with IT and hosting services, customer support, analytics, payment and financial service providers for chargeback, fraud detection, prevention purposes, etc.) process your personal data on our behalf and under our instructions for the purposes described hereinabove, acting as data processors or acting as autonomous data controllers. When we share your personal data within our networks and those of partners, or when you contact our customer service team, your personal data will be processed by the provider of the telecommunications infrastructure. Where third-party service providers have access to data they will only collect information as needed to perform their functions. They are not permitted to share or use the information for any other incompatible purpose. We require any third party processor which handles information on our behalf to do so pursuant to contractual terms which require that the information is kept secure, is processed in accordance with applicable data protection laws, and used only as we have instructed.

VIPS.AERO is a global business with operations inside and outside of the United Kingdom and we use suppliers and fulfilment centres located across the world. Some of these locations will not offer the same level of protection for your personal data as the UK or the EU, but if we transfer your information to one of these locations we will take steps to ensure that your data and rights are protected through methods approved within the relevant Data Protection laws. Please contact us if you would like further information about how we protect your transferred information.

Section 5. How we store your personal information

Your information is securely stored in England.

We keep your personal data only for as long as we need to. This depends on why it was collected, or if we have a continuing legal basis to do so (such as to fulfil a contract between us, perform a service you requested or for our legitimate interests). Rest assured, if we no longer have a reason or legal requirement to process your personal data, we will delete it or store it in a way so that it no longer identifies you

Also, if you have an account with us, we will keep personal data such as your email address, name and other details so you can log in and access our services for as long as you have an account. We may keep other information indefinitely - such as site activity linked to an IP address which we use to help us understand our customers, improve our products and services and protect our business interests.

No matter how long the retention period, you may request to have your personal information deleted. We may not be able to erase it due to the fact that the data processing may be necessary for the performance of the contract between you and us, for our legitimate business interests (i.e. fraud prevention, security enhancing), to comply with our legal obligations (i.e. legal reporting, auditing obligations). In any case, we will immediately erase it when we can do so.

Because we protect our services from accidental or malicious loss and destruction, residual copies of your personal information may not be removed from our backup systems for a limited period of time (within a week).

Section 6. Your data protection rights

You have the right to ask us for a copy of your personal data; to correct, delete or restrict processing of your personal data; and to obtain the personal data you have provided to us in a structured, machine readable format. In addition, you can object to the processing of your personal data in some circumstances (in particular, where we don't have to process the data to meet a contractual or other legal requirement, or where we are using your personal data for the purposes of direct marketing). Where we have asked for your consent, you may withdraw consent at any time. If you ask to withdraw your consent to as processing your data, this will not affect any processing which has already taken place at that time.

These rights may be limited, for example if fulfilling your request would reveal personal data about another person, or if you ask us to delete information which we are required by law or have compelling legitimate interests to keep. If you have unresolved concerns, you have the right to complain to a data protection authority.

To the extent that you are unable to satisfactorily exercise any of these rights via your account, you can do so by us at we.care@vips.aero, helpline number: +442045772577

Section 7. How to complain

If you have any concerns about our use of your personal information, you can make a complaint to us at The VIPS.AERO ’s address:

London, London Road, Centurion House, Staines-upon-Thames TW18 4AX

helpline number: +442045772577

e-mail: we.care@vips.aero

You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Helpline number: 0303 123 1113

ICO website: https://www.ico.org.uk

Last Updated: June 2021.