Privacy policy

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 or via a travel agent for a flydubai flight, that other airline or travel agent may 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, lounge or other airport services, car rental, trips or excursions 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.

Information collected by us

We collect personal information from you whenever you use our services, including when you use our website or mobile application, make a booking with us or make a change to your booking with us and when you interact with us whether through our website, mobile application, online advertisements, call centre, sales shops, check-in or other airport locations, in flight or through 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 may collect the following personal information about you:

When you use our website, make a booking or travel with us

Your full name, title and contact details including your email address, telephone number(s) and address, your date of birth, gender, 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 mobile application, or when you manage your booking or 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 as well as who you are travelling with;
• 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, title, nationality, date of birth, gender (if required) and passport and visa 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 or messaging applications, 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 a 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 (including the use of artificial intelligence as detailed in clause 4 below) to search for flights or other services, 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 one of our local representatives, a travel agent or third-party platform;
• When you communicate through a third party, including via one of our local representatives, a travel agent or third-party platform (including through the use of artificial intelligence);
• 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 with; and
• • Depending on your settings, when you use social media or other digital platforms and mention us or interact with our advertisements.

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 we have a legal basis for doing so.

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. If you are a resident of Israel, we process data based on your explicit or implied consent. You are under no obligation to provide explicit consent; however, section 7 below explains the consequences of withholding consent.

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, for example in order to make improvements to our services, to monitor the way in which we provide you with customer support, or otherwise to let you know about offers or promotions that you may be interested in. We might also need your personal information to comply with our legal and regulatory requirements.

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

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:

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.

Like many organisations, we use AI in various ways to enhance our services and internal processes, and to streamline and automate our execution and achievement of the purposes for processing your personal information listed in this Privacy Policy. This means that your personal information may be processed by some of the AI tools that we use, for the purposes listed above. If we use AI to collect and process new personal information, or to process personal information for new purposes, we will update this Privacy Policy.

The lawful basis for processing will depend on the particular tool and the purpose for which it is used. Processing for any of the purposes listed above will be carried out in accordance with the lawful basis specified for that purpose. If we tell you separately about a new purpose for the processing of your data using AI, we will tell you at that time what the lawful basis is.

We may use AI to make wholly automated decisions that legally or significantly affect individuals. We will only do this after carrying out a full assessment to ensure that this processing complies with applicable laws and regulations.

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

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 a legal basis to do so.

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.

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. If you do not provide us with certain personal data, we will not be able to provide our services to you which may result in us (or our partners) not being able to carry you on a flight.   

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. To determine the period for which we hold your personal information, we take into account a variety of factors, including but not limited to statutory limitation periods, the potential for claims or complaints to arise, and the nature and sensitivity of the personal information.

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, where permitted, 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 the state where you work, normally live or where any alleged breach of data protection legislation occurred.
• For Chinese residents, when a natural person is certified deceased, that person’s close relatives can for their own legitimate and appropriate rights and interests, exercise the rights to consult, duplicate, collect and delete the relevant personal data of the deceased, except as otherwise arranged by the deceased before his / her death. flydubai reserve the right to request notarised verification of the family members to identity confirm authenticity of the request, before actioning the same.

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.

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.

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.

This privacy notice was first published on 24 May 2018 and is periodically updated, with the last update in December 2025.

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

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