Privacypolicy

1Scope of this Privacy Policy

This Privacy Policy applies when you make an enquiry or booking with us, travel using a service arranged by us, contact our customer support team, use our website or other digital services, or interact with us through a partner, agent, concierge, employer or other intermediary that arranges services on your behalf.

This Privacy Policy does not apply to services, websites or platforms operated by third parties that have their own privacy notices, including airlines, airports, payment providers, reservation system providers or other partners.

We may update this Privacy Policy periodically. If we implement a material change, we will publish the updated version on our website and, where legally required, notify you via appropriate channels.

2Information we collect when you make or receive a booking

Upon making a reservation or requesting a service from us, we collect the information necessary to facilitate, execute, manage and support that service:

• Your name and contact details
• Passenger information
• Travel dates, flight specifics, airport, destination and itinerary details
• Booking reference and transaction information
• Billing and payment-related data
• Information pertinent to providing the requested assistance
• Emergency contact details, if provided
• Communications regarding your booking, including amendments, cancellations, complaints or support requests

If you make a reservation on behalf of another individual, we may gather information about that traveller and may communicate directly with the traveller when necessary to ensure service delivery.

Where required for the operation of the service, we may use the contact details associated with a booking to send confirmations, service updates, reminders, disruption notices or other essential travel-related communications.

3Information we receive from others

We may receive personal information from individuals such as those making reservations on your behalf, travel agents, concierge service providers, employers, card benefit programmes and other intermediaries, as well as airport operators, airlines, local service partners involved in providing the requested assistance, payment processors, fraud prevention entities, and analytics, communication or customer support providers.

We use information obtained from these sources solely when it is pertinent to organising, delivering, supporting, securing or enhancing our Services, or in accordance with applicable legal provisions.

4Special assistance and sensitive personal information

Some of the Services we arrange may require us to process information that is considered sensitive under applicable law, such as information relating to health, mobility or accessibility requirements.

We only process this information where it is necessary to assess or fulfil a request for special assistance, coordinate the requested service with an airport operator, airline, lounge operator, transport provider or other relevant fulfilment partner, protect the vital interests of a traveller or another person in an emergency, or comply with applicable legal or regulatory obligations. This may include:

• Wheelchair or mobility assistance
• A medical condition or medical device relevant to travel assistance
• Accessibility or support requirements communicated by you or by someone booking on your behalf

5Children

We may process personal information related to children when it is essential for organising or providing a reserved service, fulfilling legal requirements, or ensuring safety, security or operational needs associated with travel.

We do not intentionally gather personal information directly from children for marketing purposes independently.

If you suspect that a child's information has been improperly provided to us, please contact us and we will assess the request in accordance with applicable legal provisions.

6Information collected through our website and digital services

By using our website or digital services, you acknowledge that we may collect technical information, including your IP address, browser type, device specifications, operating system, pages viewed, referral website, date and time of access, and estimated location based on your IP address or device configurations, where applicable.

This information is used to operate and secure our website, retain your preferences, analyse website usage, enhance performance, usability and customer experience, and assess the effectiveness of our communications and advertising, where applicable.

In accordance with legal requirements, we request your consent prior to the use of non-essential cookies or similar technologies.

7Cookies and similar technologies

We use cookies and similar technologies to operate our website and enhance your experience. These technologies may be categorised as follows:

Strictly necessary

Essential for fundamental website functions such as page navigation, booking processes, security, fraud prevention and session management.

Functional

Assist us in recalling your preferences, including language, region or previously entered data.

Analytics

Enable us to understand how visitors use our website, facilitating improvements in performance, content and usability.

Advertising

May be deployed to evaluate marketing effectiveness and, where permitted, to display relevant advertisements tailored to your interactions with our website.

In accordance with legal requirements, we shall only employ analytics and advertising cookies upon receipt of your explicit consent. You may manage your preferences via our cookie settings tool. Additionally, you have the option to control cookies through your browser settings; however, disabling certain cookies may impact the functionality of the website.

8Third-party analytics and advertising tools

We may use carefully chosen third-party providers to support website analytics, advertising measurement and marketing performance. These providers may set or access cookies and similar technologies on our website, subject to applicable laws and, when necessary, your consent. These providers process information on our behalf or for their own purposes, depending on the service they offer and the legal arrangements established.

We recommend reviewing the privacy information available through our cookie settings tool for more detailed information about the technologies employed.

We do not sell personal information for monetary gain. Where applicable law considers certain advertising or analytics disclosures as sharing for cross-context behavioural advertising, we will provide the requisite notices and options as mandated by law.

9How we use personal information

We use personal information to deliver and oversee our Services, including the processing of enquiries and bookings, arranging airport assistance, coordinating with service partners, communicating regarding booked services, managing amendments and cancellations, and providing customer support.

Personal data is also used to process payments and manage transactions, including payment processing, refunds, invoicing, fraud prevention and accounting.

The use of personal information extends to operating, enhancing and securing our business operations, which include service administration, recordkeeping, website maintenance, analytics, staff training, internal reporting, auditing, risk management, and the safeguarding of our systems, personnel and services.

We may communicate with you concerning service messages, responses to customer support enquiries, disruption notices and, where permitted, marketing communications.

Furthermore, personal information is processed to ensure compliance with legal and regulatory obligations and to protect travellers and other parties in urgent situations.

10Marketing communications

Where permitted by law, we may send you information about our services, offers or updates that we believe may be relevant to you.

Where consent is required, we will only send marketing communications if you have opted in. You can unsubscribe at any time by using the unsubscribe link in the message or by contacting us.

Even if you opt out of marketing, we may still send service-related communications that are necessary to manage a booking, provide support, or inform you about operational issues affecting your travel service.

11Who we share personal information with

We disclose personal information solely when it is necessary to fulfil the purposes outlined in this Privacy Policy. Such disclosures include the following categories of recipients:

Service fulfilment partners

Airport operators, airline-related service providers, lounge operators, chauffeurs, transfer providers and other suppliers involved in delivering the service you requested.

Booking, payment and technology providers

Payment processors, reservation or booking technology providers, website hosting providers, communication platforms, customer support tools and IT service providers.

Business partners and intermediaries

Where a booking is arranged through a travel advisor, concierge, employer, card programme, agent or other intermediary, sharing is necessary for managing the booking, as well as for related reporting or support.

Professional advisers and compliance recipients

Auditors, lawyers, insurers, regulators, law enforcement authorities or other parties where disclosure is mandated or deemed appropriate by law.

Corporate group entities

Insofar as it is relevant for internal administration, customer support, compliance or service management.

We do not disclose personal information to unrelated third parties for their independent marketing purposes unless you have been explicitly informed and, where legally required, have provided your consent.

12Our role and the role of airlines, airports and partners

In most instances, Airport Assist Ltd, operating under the trade name Airport Assist, functions as an independent controller of the personal data we gather and use in relation to our Services.

Nevertheless, the travel industry ecosystem comprises multiple organisations. Depending on the manner in which your reservation is made, and the mode of service delivery, entities such as airlines, airports, reservation system providers, travel agents, employers, concierge firms or other partners may also process your personal data for their respective purposes and in accordance with their own privacy policies.

An airline may handle passenger information concerning flight operations or special service requests; an airport operator or local service partner may process information necessary to provide assistance at the airport; and a booking intermediary may process your data to manage the relationship through which the reservation was made.

In cases where another organisation determines the purposes and means of data processing, that entity functions as a separate data controller. When we process data solely on behalf of a partner following documented instructions, we do so in the capacity mandated by the pertinent arrangement and applicable law.

13Legal bases for processing

Where data protection legislation requires the identification of a legal basis for processing, we rely on one or more of the following grounds:

Contractual necessity

Processing is required to undertake actions at your request or to deliver the Services you have contracted.

Legal obligation

Processing is essential to comply with applicable laws, regulations, accounting, tax or reporting requirements.

Legitimate interests

Necessary for the operation, enhancement, security and management of our business and Services, provided such interests are not superseded by your rights.

Consent

As mandated by law, including instances involving certain marketing activities, cookies or processing of special-category data.

Vital interests

Necessary for the protection of individuals in emergency situations.

Substantial public interest

Recognised by applicable law, in relation to providing suitable support to travellers in need of assistance.

14International transfers

Due to the international scope of travel and the conduct of our business operations, personal information may be transferred to or accessed from countries other than the country in which it was initially collected.

Where mandated by legal requirements, we implement appropriate safeguards for such transfers, which may encompass contractual protections, adequacy decisions or other lawful transfer mechanisms.

You are welcome to contact us for further information regarding the safeguards applicable to the transfer of your personal data.

15Security

We employ appropriate technical, organisational and administrative measures intended to safeguard personal information against unauthorised access, disclosure, alteration, loss or misuse.

These measures are tailored to reflect the nature of the information we handle and the risks associated with our Services. While no online service can guarantee absolute security, we diligently maintain safeguards that are commensurate with the sensitivity of the information involved.

16Data retention

We retain personal information solely for the duration necessary to fulfil the purposes outlined in this Privacy Policy, which include providing our Services, maintaining business and legal records, resolving disputes, enforcing contractual agreements, and complying with legal, tax, accounting, regulatory and reporting obligations.

Retention periods may differ based on the type of information and the rationale for its retention. For instance:

Booking and transaction records

Retained for an appropriate period to administer services and adhere to legal and accounting requirements.

Correspondence and support records

Retained for as long as necessary to manage customer relationships and resolve disputes.

Accessibility or assistance data

Retained only for as long as required to deliver the relevant service and meet legal obligations.

Marketing suppression records

Retained for as long as needed to honour your communication preferences.

Cookie and analytics data

Retained in accordance with the settings of relevant technologies and our internal retention policies.

When information is no longer necessary, we will either delete it, anonymise it, or securely store it in a manner that no longer identifies you, in accordance with legal provisions.

17Your rights

Depending on your location and the applicable legal framework, you may have the following rights regarding your personal data:

• Access the information we hold about you
• Request corrections to any inaccurate or incomplete data
• Request deletion of information under specific circumstances
• Request restrictions on processing activities in certain cases
• Object to specific processing actions, including those based on legitimate interests or direct marketing
• Withdraw consent where processing is based on consent
• Request data portability, where applicable

These rights are not absolute and may be subject to limitations where we are legally permitted or obliged to retain or continue processing certain data.

To exercise these rights, please contact us using the contact details below. We may require sufficient information to verify your identity prior to responding to your request.

18Contact us

If you have questions about this Privacy Policy or wish to exercise your rights, please contact:

Entity

Airport Assist

Email

meet@airport-assist.com

Phone

+44 20 4517 7711

If applicable law gives you the right to lodge a complaint with a supervisory authority, you may do so in the country where you live, work, or where you believe an infringement has occurred.