Privacy policy

We ask that you read this Privacy Policy carefully as it contains important information on who we are, how and why we collect, store, use and share your personal information, your rights in relation to your personal information and  how to contact us in the event you have a complaint.

‘Personal Information’ is information which identifies you or can be used to identify you, such as your name, contact details, booking information and transaction history.  This may also include information about how you use our sales channels, including in-flight or via our website and mobile application.

1. Who we are

We, Dubai Aviation Corporation (trading as “flydubai”), a Dubai Decree corporation established by Law No. (11) of 2008, having its principal place of business at flydubai Headquarters, Terminal 2, PO Box 353, Dubai, UAE, collect, use and are responsible for certain personal information about you.

When we collect and use your personal information, we are regulated under applicable data protection legislation and we are responsible as ‘controller’ for that personal information for the purposes of that legislation.

If you have made a flight booking with another airline, including a flydubai flight and one or more flights are to be provided by another airline, that other airline will also separately be considered a ‘controller’ under applicable data protection legislation.  In addition, if any of our partners provide services to you such as hotel, holidays, car rental or insurance, they will also separately be considered a ‘controller’.  We are not responsible for the privacy practices of any third parties and you can access the privacy policies of our partners or any other third party providers from them directly. 

Additional terms and conditions or privacy policies may apply if you elect to take additional services from us or other third parties.

2. The personal information we collect and use

Information collected by us

We collect personal information from you whenever you use our services, including when you use our website, make a booking with us or make a change to your booking with us, whether through our website, call centre, sales shops, in flight or other sales channels. Where you are making a booking on behalf of another person, you must obtain their permission to make the booking and share their personal information with us.

We collect the following personal information from you:

Your full name and contact details including your email address, telephone number(s) and address, your date of birth, passenger name record (PNR), booking reference and reward programme membership number (if applicable) which we collect from you when you make a booking with us, purchase any extras from us, use any services provided by us at an airport or in flight, sign up for our rewards programme or otherwise register with us on our website, or when you check-in online for your flight with us.

We will also collect emergency contact details from you, which we will use in the unlikely event that we need to contact someone on your behalf in an emergency.

Information relating to your booking, including:

  • your travel itinerary and services provided by us to you, including prices, date of reservation or booking;
  • any special requirements you might have, for example, any special assistance or meal preferences, which may include information about your health;
  • any extras you purchase from us either prior to your flight or onboard, or from any of our partners; and
  • any changes you make to your booking.

Information about other passengers in your booking which we collect from you when you make a booking or purchase any extras from us on behalf of other passengers.

Information relating to your rewards programme activity, including your membership number, accrual and redemption activity, your account and journey preferences and information about members of your Travel Club or Travel Club Head. 

Information relating to payment of your booking, including payment method, which may also include your payment card details provided to us when you purchase flydubai products or services.

Advance Passenger Information (“API”), which will include the full name, nationality, date of birth, gender (if required) and passport details (or equivalent) of all passengers included on the booking and which we are legally required to collect from you for certain routes.

Our communications with you, be it by email, SMS, through our call centre, or through interaction with us on social media, including any feedback you provide to us by participating in any surveys we might issue.  Where you call us, we may also record the call for training or quality purposes.

Information relating to your preferences when you fly with us, which we also collect when you are a member of our rewards programme, in order to offer you a more personalised service when next travelling with us.

Information on how you use our website or our mobile application to search for flights, make a booking with us or make changes to an existing booking, which may also include collecting your IP address or location data.

Information collected from other sources

We also obtain personal information from other sources who you have authorised to provide your personal information to us, including as follows: 

  • When you make a booking through a third party, including via a travel agent or third party platform;
  • When you purchase any extras from third parties who are our partners and are contracted by us to provide services to you;
  • Other companies involved in your travel plans, including other airlines involved in your prior or onward travel, relevant airport operators, customs and immigration authorities;
  • Third parties who participate in our rewards programme; and
  • Depending on your settings, when you use social media or other digital platforms and mention us.

Special Categories Personal Information

In certain circumstances, it may be necessary for us to collect, use or share special categories of personal information (for example information relating to your race or ethnic origin, political opinions, religious or philosophical beliefs, genetic and biometric information, health, etc.) for example in order to determine your fitness to fly, provide you with any special assistance that you may require (including special dietary requirements) or determine whether you are eligible to travel on a special religious flight.  

We may also use this personal information to respond to a medical or security incident involving you or another passenger included on your booking or otherwise to comply with our legal obligations.  

We will only process this category of personal information, if it is necessary, or you have provided us with your express consent to do so.

3. Why we need your personal information

We will only process your personal information where we have a legal basis under applicable data protection legislation to do so. We set out more information on our legal basis for processing your personal information below.

In most cases, we require your personal information to provide our services to you.

We also need your personal information for our legitimate interest as a commercial airline, or otherwise to comply with our legal and regulatory requirements. Where we process your personal information to meet our legitimate interests, we always balance these against your fundamental rights and freedoms and put in place robust safeguards to ensure that your privacy is protected.

On occasion, we may need to use your personal information to protect your vital interests, for example in a medical emergency.

We may also use your personal information where we have your consent for a specific purpose, for example to let you know about offers or promotions you may be interested in.

You do not have to provide your personal information to us. However, in some circumstances, where you do not provide personal information for the purposes of your travel with us, where it is mandatory, we will not be able to carry you.

We set out below in further detail how we use your personal information to:

PurposeDescriptionLegal Basis for Processing

Provide services to you and manage your booking

When you have booked to travel with us, we use your personal information to fulfil our agreement with you, including:

  • sending you your itinerary and booking confirmation;
  • arranging to meet any special requirements you might have that have been communicated to us in advance;
  • providing other services to you, performed either by us or our partners, including checking you and your baggage in for your flight (including tracing your baggage), issuing your boarding pass, managing the boarding process and facilitating flight connections, catering arrangements;
  • pre-flight and on-board services, including providing you with access to our lounges or any extras you may have purchased from us or any of our partners; and
  • assisting you with any changes you need to make to your booking.

When you send cargo with us, we will use your personal information to manage your shipment and comply with all our legal and regulatory obligations.

Necessary to fulfil our legal obligations to you.

Manage your rewards programme account

If you have signed up to become a member of our rewards programme, we will use the personal information provided to:

  • manage your rewards programme account, including log-on, account verification and your accrual and redemption activity;
  • ascertain your tier level; and
  • understand more about your preferences in order to provide you with a personalised experience when flying with us or to obtain your feedback in order to improve your experience when next flying with us.

Necessary for the administration of your rewards programme account and for the purposes of our legitimate interests in  improving your experience as a member of our rewards programme.

Communicate with you

In some circumstances, we may need to use your personal information to contact you to manage your booking, or reward programme account or for operational reasons, for example to advise you of a schedule change or disruption to your flight itinerary or holiday. As these communications are not made for marketing purposes, even where you ‘opt-out’ of receiving our marketing communications, we will still use your contact details for this purpose.

We will also use your contact details to answer your questions or handle any complaints you may have.

If you leave our website before you have completed your booking, we may also use any partly completed personal information collected, including to help you complete your booking.

Necessary to fulfil our legal obligations to you.

For the purposes of our legitimate interests in understanding any concerns, issues or complaints our customers may have and in order to resolve any such issues raised by you, in an effort to improve our customer service and experience.

Tailor and improve your experience with us

We may use your personal information to understand more about your preferences in order to provide you with a personalised experience when flying with us or to obtain your feedback in order to improve your experience when next flying with us.

We may also collect personal information about and track how you use our website or mobile application so that we can improve the way in which we deliver information on our products and services to you when using our website or mobile application and improve your user experience.

In addition, we may use your information to perform statistical research into general trends regarding the use of our services, website and mobile application. In these circumstances, we will only use aggregated data and will not use name, contact details or directly identifying information.

For the purposes of our legitimate interests in understanding how our customers use our website, mobile application and services so that we can improve your experience when booking with us or using our website or mobile application.

Let you know about offers or promotions you may be interested in

With your consent, we may use your personal information to send you offers, promotions, competitions and other marketing communications that may be of interest to you, which may be based on your preferences or derived from Cookies (see our Cookies Policy for further information on how we use Cookies on our website).

You may choose to receive or opt out of receiving marketing communications from us at any time by updating your preferences on our website or alternatively by contacting our customer services team.

We will not send any marketing communications to you without first obtaining your express consent.

Where you enter a competition or promotion, it will be necessary for us to process your personal information to administer the competition or promotion.

Manage and protect our business interests

We will use your personal information for internal administrative purposes, including for accounting, billing and audit purposes, or for managing customer complaints or legal claims.

We may also use your personal information to protect our business interests, for example to verify your identity, for payment card verification, fraud prevention and security screening.

For the purposes of protecting the legitimate interests of flydubai operating a commercial airline, for example to prevent payment card fraud and to comply with our legal and regulatory obligations, or manage complaints or legal claims against us.

Keep you safe and comply with our legal obligations

To help keep you safe on board our aircraft, we collect the personal information of those passengers who have sought assistance from or drawn the attention of our ground staff or flight crew, or who have been disruptive either prior to boarding our aircraft or on board and may pass this information on to other third parties for the same purpose. 

In the event of an emergency, we may use your personal information and special categories of your personal information, for example information relating to your health or genetic information, to provide medical support and communicate accurately with emergency services, hospitals and other medical professionals, provide accurate information to your next of kin and other relatives, communicate with relevant government authorities and to provide you with general assistance following such an incident.

We will also collect, share and use your personal information in order to comply with all our legal and regulatory obligations.

To protect your vital interests, our legitimate interests and to comply with our legal and regulatory obligations.

PurposeProvide services to you and manage your booking
Description

When you have booked to travel with us, we use your personal information to fulfil our agreement with you, including:

  • sending you your itinerary and booking confirmation;
  • arranging to meet any special requirements you might have that have been communicated to us in advance;
  • providing other services to you, performed either by us or our partners, including checking you and your baggage in for your flight (including tracing your baggage), issuing your boarding pass, managing the boarding process and facilitating flight connections, catering arrangements;
  • pre-flight and on-board services, including providing you with access to our lounges or any extras you may have purchased from us or any of our partners; and
  • assisting you with any changes you need to make to your booking.

When you send cargo with us, we will use your personal information to manage your shipment and comply with all our legal and regulatory obligations.

Legal Basis for ProcessingNecessary to fulfil our legal obligations to you.
PurposeManage your rewards programme account
Description

If you have signed up to become a member of our rewards programme, we will use the personal information provided to:

  • manage your rewards programme account, including log-on, account verification and your accrual and redemption activity;
  • ascertain your tier level; and
  • understand more about your preferences in order to provide you with a personalised experience when flying with us or to obtain your feedback in order to improve your experience when next flying with us.
Legal Basis for ProcessingNecessary for the administration of your rewards programme account and for the purposes of our legitimate interests in improving your experience as a member of our rewards programme.
PurposeCommunicate with you
Description

In some circumstances, we may need to use your personal information to contact you to manage your booking, or reward programme account or for operational reasons, for example to advise you of a schedule change or disruption to your flight itinerary or holiday. As these communications are not made for marketing purposes, even where you ‘opt-out’ of receiving our marketing communications, we will still use your contact details for this purpose.

We will also use your contact details to answer your questions or handle any complaints you may have.

If you leave our website before you have completed your booking, we may also use any partly completed personal information collected, including to help you complete your booking.

Legal Basis for Processing

Necessary to fulfil our legal obligations to you.

For the purposes of our legitimate interests in understanding any concerns, issues or complaints our customers may have and in order to resolve any such issues raised by you, in an effort to improve our customer service and experience.

PurposeTailor and improve your experience with us
Description

We may use your personal information to understand more about your preferences in order to provide you with a personalised experience when flying with us or to obtain your feedback in order to improve your experience when next flying with us.

We may also collect personal information about and track how you use our website or mobile application so that we can improve the way in which we deliver information on our products and services to you when using our website or mobile application and improve your user experience.

In addition, we may use your information to perform statistical research into general trends regarding the use of our services, website and mobile application. In these circumstances, we will only use aggregated data and will not use name, contact details or directly identifying information.

Legal Basis for Processing

For the purposes of our legitimate interests in understanding how our customers use our website, mobile application and services so that we can improve your experience when booking with us or using our website or mobile application.

PurposeLet you know about offers or promotions you may be interested in
Description

With your consent, we may use your personal information to send you offers, promotions, competitions and other marketing communications that may be of interest to you, which may be based on your preferences or derived from Cookies (see our Cookies Policy for further information on how we use Cookies on our website).

You may choose to receive or opt out of receiving marketing communications from us at any time by updating your preferences on our website or alternatively by contacting our customer services team.

Legal Basis for Processing

We will not send any marketing communications to you without first obtaining your express consent.

Where you enter a competition or promotion, it will be necessary for us to process your personal information to administer the competition or promotion.

PurposeManage and protect our business interests
Description

We will use your personal information for internal administrative purposes, including for accounting, billing and audit purposes, or for managing customer complaints or legal claims.

We may also use your personal information to protect our business interests, for example to verify your identity, for payment card verification, fraud prevention and security screening.

Legal Basis for Processing

For the purposes of protecting the legitimate interests of flydubai operating a commercial airline, for example to prevent payment card fraud and to comply with our legal and regulatory obligations, or manage complaints or legal claims against us.

PurposeKeep you safe and comply with our legal obligations
Description

To help keep you safe on board our aircraft, we collect the personal information of those passengers who have sought assistance from or drawn the attention of our ground staff or flight crew, or who have been disruptive either prior to boarding our aircraft or on board and may pass this information on to other third parties for the same purpose. 

In the event of an emergency, we may use your personal information and special categories of your personal information, for example information relating to your health or genetic information, to provide medical support and communicate accurately with emergency services, hospitals and other medical professionals, provide accurate information to your next of kin and other relatives, communicate with relevant government authorities and to provide you with general assistance following such an incident.

We will also collect, share and use your personal information in order to comply with all our legal and regulatory obligations.

Legal Basis for Processing

To protect your vital interests, our legitimate interests and to comply with our legal and regulatory obligations.

We may also use your personal information for any other specific purpose as you may authorise or expressly consent to additionally from time to time. 

Cookies

We use cookies to analyse patterns and improve our marketing and promotional efforts, to improve our content and product offerings, and to customise our website's content, layout and services. Cookies help us to store information about your preferences, protect your security and help us to improve our website.

Cookies are small text files that are transferred to your computer's hard drive through your web browser to enable us to recognise your browser and help us to track visitors to our website, enabling us to understand better the products and services that will be most suitable to you. 

A cookie contains your contact information and other personal information to allow us to identify your computer when you navigate our website. 

For more information about how we use cookies, please see our cookies policy.

4. Who we share your personal information with

We routinely share your personal information with the following categories of third parties:

PurposeDescriptionLegal Basis for Processing

Airports and other third party service providers

In order to fulfil your booking with us, we may share your personal information with airports and other third party service providers who help us provide our services to you.

Necessary to fulfil our legal obligations to you and in order to complete your booking.

Other airlines

Where part of your travel itinerary involves a flight operated by a different airline, we will provide your personal information to that airline so that they can deliver the services you have asked for. Those airlines will be identified when you make a booking.

Necessary to fulfil our legal obligations to you and in order to transport you to your final destination.

Government customs, immigration, regulatory and legal authorities

Depending on your itinerary we may be required by law to share your personal information (including your booking details and full itinerary), with government authorities of the countries you are flying to and from, including those countries in which you stop-over and/or those that you may overfly to your final destination.

To comply with our legal and regulatory obligations.

Travel agents or other third parties through which you book flydubai flights

If you book a flydubai flight via a third party, we may share your personal information with that third party.

Necessary to fulfil our legal obligations to you and in order to complete your booking.

Payment card companies, credit reference agencies and fraud prevention screening

Your personal information will be shared with payment card companies in order to complete payment for your booking and to other third parties for the purposes of credit reference checks and anti-fraud screening.

Necessary to complete your booking.

For the purposes of protecting the legitimate interests of flydubai in preventing payment card fraud.

Our third party partners who offer travel related products and services to you through our website

Where you purchase products or services provided by third parties through our website or mobile application, some of your personal information may be automatically shared with that third party. In addition we may provide your personal information to third parties who partner with our rewards programme or otherwise assist us in administering our rewards programme.

Necessary to complete your booking.

Consent. We will not permit third parties to send marketing communications to you without first obtaining your express consent.

Other third parties (legal)

Occasionally it may be necessary to share your personal information with other third parties including police, regulatory authorities, law firms, our insurers and courts of law, to protect our rights, property, and the safety of our customers, passengers, staff and assets.

To comply with our legal and regulatory obligations and for the purposes of protecting the legitimate interests of flydubai, our staff and passengers.

PurposeAirports and other third party service providers
Description

In order to fulfil your booking with us, we may share your personal information with airports and other third party service providers who help us provide our services to you.

Legal Basis for Processing

Necessary to fulfil our legal obligations to you and in order to complete your booking.

PurposeOther airlines
Description

Where part of your travel itinerary involves a flight operated by a different airline, we will provide your personal information to that airline so that they can deliver the services you have asked for. Those airlines will be identified when you make a booking.

Legal Basis for Processing

Necessary to fulfil our legal obligations to you and in order to transport you to your final destination.

PurposeGovernment customs, immigration, regulatory and legal authorities
Description

Depending on your itinerary we may be required by law to share your personal information (including your booking details and full itinerary), with government authorities of the countries you are flying to and from, including those countries in which you stop-over and/or those that you may overfly to your final destination.

Legal Basis for Processing

To comply with our legal and regulatory obligations.

PurposeTravel agents or other third parties through which you book flydubai flights
Description

If you book a flydubai flight via a third party, we may share your personal information with that third party.

Legal Basis for Processing

Necessary to fulfil our legal obligations to you and in order to complete your booking.

PurposePayment card companies, credit reference agencies and fraud prevention screening
Description

Your personal information will be shared with payment card companies in order to complete payment for your booking and to other third parties for the purposes of credit reference checks and anti-fraud screening.

Legal Basis for Processing

Necessary to complete your booking.

For the purposes of protecting the legitimate interests of flydubai in preventing payment card fraud.

PurposeOur third party partners who offer travel related products and services to you through our website
Description

Where you purchase products or services provided by third parties through our website or mobile application, some of your personal information may be automatically shared with that third party. In addition we may provide your personal information to third parties who partner with our rewards programme or otherwise assist us in administering our rewards programme.

Legal Basis for Processing

Necessary to complete your booking.

Consent. We will not permit third parties to send marketing communications to you without first obtaining your express consent.

PurposeOther third parties (legal)
Description

Occasionally it may be necessary to share your personal information with other third parties including police, regulatory authorities, law firms, our insurers and courts of law, to protect our rights, property, and the safety of our customers, passengers, staff and assets.

Legal Basis for Processing

To comply with our legal and regulatory obligations and for the purposes of protecting the legitimate interests of flydubai, our staff and passengers.

If flydubai or our assets are acquired by another company, your personal information may be disclosed to that company as part of the due diligence process and transferred to that company as part of the transferred assets. Should such a sale or transfer occur, we will use reasonable efforts to direct the transferee to use personal information you have provided to us in a manner that is consistent with this Privacy Policy. 

We will not share your personal information with any other third party without your consent.

5. Where do we store your personal information?

Given the international nature of our business, it may be necessary to transfer your personal information to countries outside of the UAE and your country of residence.  

Data protection legislation varies among countries, with some providing more protection than others.  Regardless of where your personal information is processed, we will endeavour to ensure that any transfer of your personal information will be subject to suitable contractual provisions designed to help safeguard your privacy rights and give you remedies in the unlikely event of a misuse of your personal information.

6. Whether information has to be provided by you, and if so why

The provision of your personal data is required from you to enable us to fulfill your booking and provide and extra products or services that you purchase from us.

7. How long will we keep your personal information

We will hold your personal information for as long as is necessary or otherwise the period that we are required to retain it under applicable laws.

8. Your rights

Where applicable data protection legislation provides, you may have a number of rights in relation to your personal information, including rights to:

  • fair processing of information and transparency over how we use your use personal information;
  • access to your personal information and to certain other supplementary information that this Privacy Notice is already designed to address;

Where you ask for access to your personal information, we will endeavour to provide you with this within a reasonable time. In some circumstances, we may charge you a small fee for this service, to cover our administrative costs, for example where your request is excessive or unfounded.

  • require us to correct any mistakes in your information which we hold;
  • require the erasure of personal information concerning you in certain situations;

Please note that we are not required to comply with such a request if our use of your personal information is necessary for us to comply with our legal obligations or for the purposes of a legal claim.

  • receive the personal information concerning you which you have provided to us, in a structured, commonly used and machine-readable format and have the right to transmit those data to a third party in certain situations;
  • object at any time to processing of personal information concerning you for direct marketing;
  • if you wish to update your marketing preferences, you can do this by accessing your account on our website or by contacting us at letstalk@flydubai.com;
  • object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you;
  • object in certain other situations to our continued processing of your personal information;
  • otherwise restrict our processing of your personal information in certain circumstances; and
  • lodge a complaint with a supervisory authority, in particular in the European Union (or European Economic Area), in the state where you work, normally live or where any alleged breach of data protection legislation occurred.

If you would like to exercise any of those rights, please:

  • email letstalk@flydubai.com;
  • let us have enough information to identify you (e.g. your name and booking reference);
  • let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill); and
  • let us know the information to which your request relates.
9. Minors accessing our website

By using our website or mobile application, you confirm that you are of applicable legal age or over to access and use our website or mobile application in accordance with its terms.  If a minor (according to applicable legislation) has provided flydubai with personal information without the consent or a parent or guardian, then the parent or guardian can contact us to remove it.

10. How we keep your personal information secure

We have appropriate security measures in place to prevent personal information from being accidentally lost, or used or accessed in an unauthorised way. When you book a flight or holiday with us, your personal information is transmitted across the internet using high-grade encryption. We also limit access to your personal information to those who have a genuine business need to know it. Those processing your personal information will do so only in an authorised manner and are subject to a duty of confidentiality.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

11. Changes to this privacy notice

This privacy notice was published on 24 May 2018 and last updated on 24 May 2018.

We may update this Privacy Policy from time to time and we will publish any changes on our website.

12. How to contact us

Please contact us at letstalk@flydubai.com if you have any questions about this privacy notice or the information we hold about you.

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