Privacy Policy


Hello Fly operates the website hellofly.co.uk and provides travel-related services, including flight inquiries, travel deals, and customer support. We are committed to protecting your privacy and ensuring that your personal information is handled responsibly and under applicable laws, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations (PECR), and other relevant data protection regulations. Based in the United Kingdom, we prioritise transparency and security in all our data practices.


This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our Site, use our services, or interact with us in any way. By accessing or using the Site or our services, you consent to the practices described in this Privacy Policy. If you do not agree with this Privacy Policy, please do not use our Site or services.


We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of any material changes by posting the updated policy on the Site and updating the “Last Updated” date at the top. Your continued use of the Site or services after the changes become effective constitutes your acceptance of the revised Privacy Policy. We encourage you to review this Policy periodically to stay informed about how we are protecting your information.


1. Information We Collect


We collect various types of information from you to provide our services, improve your experience, and comply with legal obligations. The information we collect falls into several categories, and we explain each in detail below to ensure transparency. We only collect information that is necessary for the purposes described in this Policy, and we strive to minimize data collection wherever possible, in line with UK data protection principles.


1.1 Personal Information You Provide Directly


When you interact with Hello Fly, the personal information you provide is limited to specific interactions facilitated through our travel services, as we do not offer a user account creation process on the Site. The information we collect includes:


Booking and Travel Details:

When you use our services to explore flight options or request travel arrangements, we may collect details such as your travel itinerary (e.g., departure and arrival locations, dates, and preferences like seating or meal options) and any special requirements (e.g., dietary needs or medical accommodations). This information is gathered only when you submit an inquiry and is shared with third-party travel partners (e.g., airlines or booking platforms) to facilitate your reservation. For group bookings, we may collect similar details about companions with your consent, ensuring all data is handled with care.


Contact and Support Information:

If you reach out to our customer support team via email, chat, phone, or the Site’s contact form, we collect your name, email address, phone number, and the details of your inquiry or feedback. This enables us to assist you with travel-related questions, provide updates on bookings coordinated through our partners, or address any concerns you might have.


Newsletter and Marketing Subscriptions:

When you opt in to receive our newsletter or promotional updates, we collect your email address and preferences for travel interests (e.g., budget travel, luxury options, or specific destinations). This allows us to send tailored content, such as exclusive deals or travel tips, which you can unsubscribe from at any time using the link in our emails.


User-Generated Content:

If you choose to leave reviews, comments, or testimonials on our Site, we collect the content you submit, along with your name and email address for verification, always with your consent. This content may be displayed publicly to assist other travelers in making informed decisions.
Since our Site does not support direct payment processing or user account creation, we do not collect sensitive financial information (e.g., credit card details) or extensive personal profile data (e.g., date of birth or password). Any financial transactions or detailed travel documentation, such as passport information, are managed by third-party providers, subject to their own privacy policies, which we encourage you to review. Our focus remains on facilitating travel inquiries and support, minimizing the data we retain.


1.2 Information Collected Automatically


As you navigate our Site, we automatically collect certain information using technologies like cookies, web beacons, pixel tags, and server logs. This helps us understand user behavior, enhance functionality, and tailor content to your preferences.


Device and Usage Information:

We collect data about your device, including IP address, browser type (e.g., Chrome or Firefox), operating system (e.g., iOS or Android), device model, screen resolution, and unique device identifiers. Usage data includes pages visited, time spent on the Site, referral sources (e.g., from a search engine), navigation patterns, and interactions (e.g., clicks on buttons or links). This information helps us optimize the Site for different devices and diagnose technical issues.


Location Information:

If you enable location services or access the Site from a mobile device, we may collect approximate location data (e.g., based on IP address or GPS) to suggest nearby flights or deals. For example, if you’re in Manchester, we might highlight flights to Lagos. Precise location is only collected with your consent, and you can disable it at any time.


Log Data:

Server logs record actions like search queries (e.g., “flights to Freetown”), clicks on links, errors encountered, and timestamps. This helps us troubleshoot problems and improve site performance.


Analytics Data:

We use tools like Google Analytics to track metrics such as session duration, bounce rates, conversion rates (e.g., inquiries completed), and demographic insights (e.g., age groups). This data is aggregated and anonymized where possible to identify trends, such as popular destinations.


Performance Data:

We monitor loading times and resource usage to ensure the Site runs smoothly, especially during high-traffic periods like holiday seasons.
These automatic collections are standard for most websites and allow us to improve user experience. For instance, understanding popular destinations from usage data helps us curate better deals, and device information ensures the Site is responsive on mobile, tablet, and desktop.


1.3 Information from Third Parties


We may receive information about you from third-party sources to enhance our services, verify details, and provide a better experience.


Travel Partners:

Airlines, hotels, or booking platforms may share confirmation details or updates about your inquiry to ensure seamless service. For example, an airline might provide flight status updates that we relay to you.


Marketing and Analytics Partners:

Tools like Google Ads provide aggregated insights on ad performance, user demographics, and behavior (e.g., how users interact with our ads for flights to Tacugama Chimpanzee Sanctuary).


Verification Services:

We may use third parties to verify identity or prevent fraud, such as checking email validity or IP addresses for suspicious activity.
We only use third-party information in compliance with their privacy policies and applicable UK laws, and we do not sell your data to third parties. All partners are required to handle your data securely and for the specified purposes only.


1.4 Sensitive Information


In some cases, we may collect sensitive personal information, such as health details for special assistance (e.g., wheelchair requests or medical clearances for flights), religious dietary preferences, or other special needs. We handle this with extra care, using it only for the purpose provided and with your explicit consent where required by UK law. For example, health information is shared only with airlines to accommodate your needs and is deleted after the inquiry unless retention is legally mandated.


2. How We Use Your Information


We use the information we collect to provide, maintain, and improve our services, as well as to comply with legal obligations. Below, we detail the primary ways we utilize your data, ensuring it’s used responsibly and transparently.


2.1 Providing and Managing Services


We utilize the information we collect to deliver and manage our travel-related services, which are facilitated through partnerships with third-party providers. Our use of your data includes:


Flight Bookings and Travel Arrangements:

We use your travel itinerary and special requirements to connect you with third-party travel providers, such as airlines or booking platforms, to explore flight options and complete reservations. Your booking details are shared with these partners to finalize your travel plans, ensuring a smooth experience from inquiry to confirmation.


Customer Support:

Your contact details enable us to respond to inquiries, resolve issues, and provide updates on bookings coordinated through our partners. For instance, if a flight schedule changes, we use your email or phone number to relay information from the airline or booking platform, offering assistance as needed.


Service Enhancements:

We leverage feedback from your interactions and support requests to refine our offerings. This might include adding new destinations based on popular inquiries or improving the user interface based on your suggestions, all while respecting your privacy under UK data protection regulations.
Our focus remains on facilitating connections with travel partners and providing support, limiting the scope of data we handle to what is necessary for these purposes.


2.2 Improving and Personalizing the Site


User Experience Enhancement:

Usage and device data help us optimize the Site’s performance, such as improving loading times for mobile users or fixing navigation bugs. Analytics data informs content recommendations, like suggesting flights to Lagos based on your browsing history or popular searches.


Personalization:

We tailor content, deals, and recommendations based on your preferences. For example, if you frequently view African destinations, we may highlight exclusive deals to Sierra Leone or Nigeria, making your experience more relevant and enjoyable.


Feedback and Reviews:

User-generated content is displayed on the Site to help other travelers, and it’s used internally to improve services. We may anonymize reviews for marketing purposes.


A/B Testing:

We conduct tests on Site features (e.g., button designs or layout changes) using aggregated data to determine what works best for users.
2.3 Marketing and Communications


Promotional Emails:

With your consent, we send newsletters, exclusive deals, and travel tips using your email address. For example, you might receive a personalized offer for flights to Freetown, complete with tips on visiting Tacugama Chimpanzee Sanctuary.


Advertising:

We use aggregated data for targeted ads on platforms like Google or Facebook. This includes retargeting based on your interests, such as showing ads for affordable flights if you’ve viewed our USP section.


Surveys and Contests:

We may use your information to conduct surveys or run promotions to gather feedback and engage users, always with opt-in consent.


Social Media Integration:

If you interact with us on social media, we use that data to respond and promote relevant content.
We respect your preferences and provide easy opt-out options for marketing communications.


2.4 Legal and Security Purposes


Compliance:

We use data to meet legal obligations, such as tax reporting, anti-money laundering checks, or responding to government requests under UK law.


Security:

IP addresses and log data help detect and prevent fraudulent activity, like unauthorized access or bot attacks. We monitor for suspicious patterns.


Dispute Resolution:

Information may be used to resolve disputes or enforce our terms of service.


Research and Development:

Anonymized data is used for internal research to improve services, such as analyzing travel trends to add new routes.
We do not use your information for purposes incompatible with those listed here without your consent. All processing is based on legal grounds like consent, contract fulfillment, or legitimate interests.


3. Sharing Your Information


We share your information only when necessary to provide services or as required by law. We do not sell your personal data to third parties for their own marketing purposes.


3.1 Service Providers and Partners


Travel Partners:

To fulfill inquiries, we share your information with airlines, hotels, and transportation providers. For example, your name, itinerary, and contact details are sent to airlines for quote generation and reservation facilitation.


Technical Service Providers:

We use third parties for hosting (e.g., SiteGround), analytics (e.g., Google Analytics), and email services (e.g., Mailchimp). These providers are bound by contracts to protect your data and use it only for the services we request.


Marketing Partners:

Aggregated, anonymized data is shared with advertising platforms (e.g., Google Ads) to measure campaign effectiveness.


3.2 Business Transfers


If Hello Fly is involved in a merger, acquisition, or asset sale, your information may be transferred. We will notify you before this happens and ensure the new entity adheres to this Privacy Policy.


3.3 Legal Requirements


We may disclose information if required by law, such as in response to a court order, subpoena, or government request. This includes sharing data to prevent harm or illegal activities.


3.4 With Your Consent


We share information when you explicitly consent, such as when posting a public review or sharing your inquiry details with a companion for group travel.
All third parties are carefully selected and required to use your information only for the purposes we specify and to protect it adequately through contracts, data processing agreements, and security measures.


4. Cookies and Similar Technologies


We use cookies, web beacons, pixel tags, and similar technologies to enhance your experience, collect data, and personalize content.


4.1 What Are Cookies?

Cookies are small text files stored on your device by your browser. They help us remember preferences, analyze usage, and deliver personalized content. Web beacons and pixels are tiny graphics used to track interactions.


4.2 Types of Cookies We Use


Essential Cookies:

Required for basic Site functionality, like maintaining session state. These cannot be disabled without affecting core features.


Performance Cookies:

Collect anonymous data on Site usage to improve performance, e.g., Google Analytics cookies that track page views and load times.


Functional Cookies:

Remember your settings, like language preferences or search history.


Marketing Cookies:

Used for targeted ads, e.g., Facebook Pixel, to show relevant travel deals.


Third-Party Cookies:

Set by partners for services like social sharing.
We do not use cookies for invasive tracking, and all are compliant with laws like PECR.


4.3 Managing Cookies


You can manage cookies through our cookie banner on your first visit, where you can accept, reject, or customize non-essential cookies. Browser settings allow you to block or delete cookies. Note that disabling cookies may limit Site functionality.
For more details, see our Cookie Policy [link to Cookie Policy page].


5. Data Security


We prioritize the security of your information and employ industry-standard measures to protect it from unauthorized access, loss, misuse, or alteration.


5.1 Security Measures


Encryption:

We use SSL/TLS encryption for data transmission, ensuring sensitive inquiries or contact details are secure.


Access Controls:

Only authorized personnel have access to your data, with role-based permissions and regular training.


Firewalls and Monitoring:

Our systems are protected by firewalls, intrusion detection, and continuous monitoring.


Data Handling:

Our security measures are tailored to protect contact information and inquiry details. Any payment-related data is managed by third-party providers, who must comply with standards like PCI DSS.


5.2 Data Retention


We retain your information only as long as necessary for the purposes outlined in this Policy or as required by UK law. For example, inquiry data is kept for 2 years for support purposes. After retention periods, data is securely deleted or anonymized.


5.3 Data Breaches


In the event of a data breach, we will notify affected users and the ICO as required by UK law, typically within 72 hours, and take immediate steps to mitigate harm.


6. Your Rights and Choices


You have rights regarding your personal information under UK law. We make it easy to exercise them.


6.1 Access and Correction


You can request access or correction of your information by contacting us.


6.2 Deletion


You can request deletion of your data, subject to legal obligations.


6.3 Objection and Withdrawal


You can object to data processing or withdraw consent at any time.


6.4 Portability


Request a copy of your data in a portable format.


6.5 Restriction


Request restriction of processing if you contest accuracy or object to use.


6.6 Automated Decision-Making


We do not use automated decision-making that significantly affects you.
To exercise rights, submit a request to [privacy@hellofly.com]. We respond within 30 days. There is no fee for reasonable requests.


7. Children’s Privacy


Our Site is not intended for children under 13. We do not knowingly collect data from minors without consent. Parents can contact us to remove information.


8. International Data Transfers


Hello Fly is based in the United Kingdom, and your data is primarily processed within the UK. However, data may be transferred to countries outside the UK, such as the EEA or US, with adequate protections like SCCs.


9. Third-Party Links


Our Site may contain links to third-party websites. We are not responsible for their privacy practices.


10. Changes to This Privacy Policy


We may update this Policy, notifying you of significant changes.