Our Privacy Policy

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We are committed to respecting your privacy and protecting your personal information

Indeed, we attach particular importance to protecting the personal information that you share with us and we strive to maintain your trust in this regard.

When you do business with us, we need to collect some personal information about you such as your name, email address, passport number and payment details. This information is used, for example, to process your booking and travel arrangements and purchases. Some of this information is shared with our trusted partners such as hotels.

In this privacy policy (hereinafter the “Policy”) we explain how we collect, use and protect your personal information.

This Policy applies to all personal information we process about you when you do business with us, purchase or use our services, visit our website or otherwise interact with us. This Policy was developed to comply with the requirements of the privacy protection legislation in force.

Please refer to the “Contact Us” section if you have any questions, comments or requests regarding the Policy or your personal information.

Our full Policy can be accessed below.

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Full Privacy Policy

Our commitment

We have developed and implemented internal policies and procedures designed to provide adequate protection of the personal information in our possession and we review these on a regular basis.

We educate our employees about the importance of protecting personal information by providing them with training on this topic and by issuing directives outlining their role and obligations in this regard.

We take reasonable measures to ensure that our agents, mandataries, representatives and employees comply with the provisions of the privacy protection legislation in force.

If certain sections of our website refer you to other websites operated by third parties, the information collected by said third parties on these other sites are not subject to this Policy, when it is not used by us. We therefore encourage you to review the privacy policies of these websites.

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What is considered personal information?

Personal information is any information that identifies you or can be used to identify you. Your personal information may include, for example, your name, your contact details or information relating to your travel itinerary (e.g. your booking reference number).

This information may be collected from you during any interactions you have with us, for example when you visit our website, make a booking, call us or send us an email or enter a contest.

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What personal information do we collect?

We may collect and process the following categories of personal information:

Identification
Your name, date of birth, gender, nationality and passport number. If your minor children are included in the booking, we will collect their identification information. 

Contact information
Your telephone number, physical address and email address.

Booking details
During the booking process we collect information about your booking that may include your date of travel, flight reservations, hotel reservations, payment details.

Travel details
When you do business with us, we collect and process information in relation to your travel such as your travel itinerary, check-in information, electronic boarding pass, medical needs, special dietary requirements and any additional assistance or preferences.

Interactions
When you communicate with us via email, online or via social media, we store your communication and, if relevant, each attachment such as pictures and/or videos. When you contact us by telephone, we may record your telephone calls for training purposes or to prevent fraud. We also collect your questions or complaints.

Previous bookings with us
We collect information about services we have provided to you in the past, including your previous travel arrangements (flights and other bookings), interactions and customer feedback.

Use of our website 
When you navigate on our website or subscribe to our newsletter (if relevant), we may collect your IP address, browser type, operating systems, referring website, preferred language, web-browsing behavior, universally unique identifier (UUID) and app use.

We may also receive your location data.

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Social media
We collect information that you enter during contests or comments that you choose to share on our social media platforms. Depending on your social network settings, we may receive information from your social network provider. 

Sensitive personal information
When providing services to you, we may collect personal information that is considered sensitive as it could reveal your racial or ethnic origin, physical or mental health, religious beliefs or criminal convictions or offences.

For example, should you request special medical assistance during a flight (e.g. need for a wheelchair or oxygen), this may reveal information about your health. In addition, your religious beliefs may be revealed when you request special meals or advise us of other dietary requirements. Likewise, your travel document details may contain information that may reveal your racial or ethnic origin.

When providing sensitive personal information, explicit consent to the processing of this information must be given. This sensitive personal information will be used strictly to allow us to provide any special services requested and to fully perform our obligations.

Third Party bookings
A third-party booking is when a family member, friend or another person (hereinafter the “Third Party”) makes a booking on your behalf. This Third Party will necessarily provide us with the same personal information that we would collect from you directly in order to complete your booking. In such circumstances, the Third Party will have ensured that you have been made aware of the content of this Policy and that you consent to supply your personal information to us.

 

How do we use your personal information?

We use your personal information for the following purposes:

To provide you with our services
We may use your personal information to process and manage your booking and to fulfil your travel arrangements and purchases.

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To communicate with you and keep you informed
We may need to contact you by email and/or by telephone for administrative or operational reasons. For example:

• To send you confirmation of your bookings and your payments;

• To inform you about your travel itinerary;

• To notify you when check-in is available or to advise you of disruption and changes to your flights; etc.

We will also use your contact information for commercial prospecting and to send you marketing communications, if you agreed to receive such communications.

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Your opinion is very important to us, so we may seek your feedback on our services via email, social media or surveys.

We will use the communications you exchange with us and the feedback you may provide in order to manage our relationship with you and to improve our services and experiences for customers.

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How long do we retain your personal information?

We will only keep your information for as long as we reasonably need it for the purpose it is being collected or processed for in accordance with this Policy or in order to comply with the law.

For example, your personal information related to your booking will be retained to fulfil the specific travel arrangements you have made. Afterwards, we will keep the information for a period of time which enables us to handle or respond to any complaints, queries, concerns or legal procedures relating to the booking.

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How do we keep your personal information safe?

We have implemented a combination of material, organisational and technological means to ensure the confidentiality of the personal information that we hold, to protect such information against loss or theft and to prevent any unauthorized access, transmission, reproduction, use or amendment thereof.

When we share personal information with a third party, we take appropriate security measures to ensure such third party’s compliance with the undertakings and rules set forth in this Policy.

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When our agency does business with people in Europe:
If you are a resident of a member state of the European Economic Area (hereinafter the “EEA”), your personal information may be accessed and processed outside of the EEA by our agency, whose servers are located in Canada, and/or by one of our trusted third party service providers. 

In this respect, we specify that :

• Canada has been recognized by the European Commission as ensuring an adequate level of protection;

• With regard to the transfer of data to the United States, your personal information will only be transferred to third-parties who undertook to provide guarantees as to the secure processing of personal data in accordance with the Privacy Shield (data protection shield) recognized by the European Commission as ensuring an adequate level of protection

• For other countries, we have ascertained that the recipients of your personal information have put in place the appropriate safeguards in order to ensure that your personal information is adequately protected, the whole in accordance with the data protection legislation in force.

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Updating of this Policy

This Policy is subject to amendment in particular to account for the rapid evolution of the rules pertaining to protection of personal information and privacy. This version is based on the latest update dated 2024-20-02. Any new version will automatically come into effect as soon as it is published. Therefore, please visit our website regularly for any modifications.

 

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