FlyChat Privacy Policy

Overview

This Privacy Policy explains how FlyChat (“we”, “our”, or “the Service”) collects, uses, shares, and protects personal information when passengers and users interact with the FlyChat assistant through the airline’s website, WhatsApp channel, or any other supported platform.

FlyChat is provided as a dedicated system for a single airline. All data processed by FlyChat is handled solely on behalf of the airline and in accordance with the airline’s privacy, security, and regulatory requirements.

If you are a passenger or user, the airline you are communicating with is the data controller, and FlyChat acts as its data processor.

1. Information We Collect

We only collect information necessary to deliver requested travel assistance and customer support services.

1.1 Information You Provide

• Full name
• Contact details (phone, email)
• Booking or reservation references (e.g., PNR)
• Travel dates, destination, passenger preferences
• Questions, messages, and chat interactions
• Optional: Frequent flyer or loyalty information
• Optional (only when needed): Passport information for ticket issuance
  We do not store passport images or full scans. Only required details are captured and passed securely to the airline’s booking system.

1.2 Information Collected Automatically

• Device type, browser, IP address (for security and localization)
• Chat session metadata (timestamps, channel, language)

1.3 Third-Party Data

• Flight and booking status from the airline’s reservation system (NDC/PSS/GDS)
• Payment confirmation details from the airline’s payment provider
  FlyChat does not store card numbers or payment credentials.

2. How We Use Your Information

We use your information strictly to provide travel assistance and customer support, including:

• Searching flights and fares
• Holding and issuing bookings or tickets
• Providing baggage rules, refund eligibility, and policy support
• Sending travel updates such as delays or gate changes
• Responding to your questions in chat
• Improving accuracy, safety, and service performance

We do not use your information for advertising or profiling beyond the scope of customer assistance.

3. Legal Basis

Processing is carried out under one or more of the following legal bases:

• Performance of a contract with you (e.g., booking a flight)
• Legitimate interests (e.g., responding to an inquiry)
• Compliance with applicable travel and aviation regulations
• Your explicit consent when required (e.g., opting into notifications)

4. Data Sharing and Disclosure

FlyChat does not sell or rent personal data.

We may share your data only with:

• The airline’s internal booking and customer support systems
• Payment processors selected by the airline
• Customer support platforms (e.g., Zendesk), if escalation is requested
• Regulatory or legal authorities when required by law

Any third parties must comply with confidentiality and data protection requirements.

5. Data Retention

Data retention is defined by the airline. By default:

All retention can be adjusted per airline and legal jurisdiction.

6. Security Measures

• Encrypted communication (HTTPS/TLS)
• Role-based access and network isolation
• Transport-only handling of sensitive passport/payment fields
• Regular monitoring and access auditing

Where required, deployments can be hosted in airline-owned infrastructure to meet regulatory compliance (e.g., GDPR, NDPR, PCI-DSS, local aviation authority rules).

7. Data Rights

Depending on your jurisdiction, you may request:

• Access to your personal data
• Correction of inaccurate data
• Deletion of your chat history (where applicable)
• Restriction of processing
• Withdrawal of consent (e.g., stop notifications)

To exercise these rights, please contact the airline’s customer service team.

8. Children’s Data

FlyChat is not intended for children under 16. We do not knowingly collect data from minors without legal guardian consent.

9. International Data Transfers

If data is processed outside your country, safeguards such as EU Standard Contractual Clauses or equivalent protections will be applied.

10. Updates to This Policy

We may update this Policy periodically. The “Last Updated” date reflects the most recent revision.

11. Contact

For privacy inquiries, correction requests, or data rights:

Contact the airline’s Data Protection Officer or Customer Service team.
If FlyChat needs to provide support, the airline will contact us as required.