Thank you for using Volotea.
At Volotea, we value the trust you place in us by using our services and your privacy is very important to us. This is why we are committed to protecting all of the personal data that you give us when using our services.
If you have already used our services, you will be aware that we not only offer online services through our website, but we also provide our services through our mobile app and other online platforms such as social media. All of the information given below applies to all of these platforms and to any type of data that we collect through them or through other digital media (for example, when you send an email to our customer service department).
If you would like more information about cookies and how to stop them being installed, please visit this website: http://www.allaboutcookies.org.Back
2. Who is the personal data controller?
The data controller is Volotea S.L. Its registered address is Aeropuerto de Asturias, Santiago del Monte (Castrillón), 33459, Spain. The contact email is firstname.lastname@example.orgBack
3. What type of personal data does Volotea collect?
To help you complete and manage your flight bookings we need you to give us certain data. This data consists of basic information such as your first name and surname, your country of residence, your mobile telephone number and your email address, as well as your payment details. We may also need you to provide some additional data so that we can provide additional support during your trip, for example, if you have reduce mobility or a health problem that we should take into account. Likewise, we may use records of your previous flights to better personalise our offers and promotions.
If you need to get in touch with us, you can contact our customer services team by email, by telephone or through other means, such as social media. When you do so, we will collect personal data such as your name and contact details so that we can respond to your request. When you contact our customer services department by telephone, we may record your conversation so that we can listen back to it in order to manage your query or monitor the quality of our service.
Other parties may also send us data about your orders, and therefore about you. This happens, for example, when you book our services through a travel agency or a car or hotel booking company.
4. How do we process the data of minors?
The services we offer are not aimed at people under the age of 14. Under-14s may only use our services with a parent or guardian's consent.Back
5. Why do we collect and use your personal data and what is the legal basis?
The main reason that we ask for your personal data is to help you purchase your tickets and offer you the best service possible. Where we believe it will be of interest to you, and provided that you have given your consent, we may also use your personal data to let you know about discounts and special offers.
In any case, the legal basis on which we process your data will vary depending on what we are using the personal data you have given us for. More specifically, we may process your data for the following reasons:
a) Legitimate interest:
On the one hand, we need you to provide us with your data and we need to process it in order to provide help when you request it, as well as to respond to your suggestions, complaints or any claims you may make. As already mentioned, we have a customer service department that you can contact by email and telephone to answer your questions.
If you have booked a flight with us, we will contact you to:
(i) Send you information about your booking, such as information about the services you can book through us for your flight or information about booking a car at your destination. We do this because we think it may be useful to you when planning your trip.
(ii) Send you a questionnaire so that you can give us feedback on your experience with Volotea, in particular about how we treated you.
(iii) We may also send you any type of message about the status of your booking, or information you need to know about your flight.
(iv) Since we believe it may be of interest to you, we will use your contact details to send you news about our products and services. We will use the personal data that you have given us, as well as the data about your purchases with Volotea, to personalise the offers we send you. Of course, if you no longer want us to send you these messages you can unsubscribe quickly and easily by email at any time.
As already mentioned, in these cases we consider that we have a legitimate interest in using the data you give us, and above all that using this data does not harm your privacy.
b) The fulfillment of the contractual relationship:
On the other hand, we will also need to process your data to book and arrange one of our tickets, as well as to carry out any management required once it has been arranged. Likewise, if your booking changes we also need to process your data, for example by sending a text message or e-mail about the status of your flight, as well as notifications about any kind of incident affecting your flight. If we do not process this data we cannot complete your ticket booking or provide you with the service you have purchased.
As you are no doubt aware, we also offer the Megavolotea programme (and Megavolotea Plus), to which you can subscribe to enjoy the services that are available exclusively to members of this programme. When you join this programme, we will need you to provide us with data such as your first name, surname, e-mail address and date of birth so that we can enter into the contract and manage and provide the contracted services. We will also ask you for the data needed to execute the payment for, and renewals of, your Megavolotea account as established in the Conditions for the programme that you can consult via the “Conditions of Use” page. In any case, you may review these conditions and must accept them when subscribing to the Megavolotea service.
Please be aware that the payment data relating to your subscription to the Megavolotea service is required to execute your subscription and renewals thereof, in accordance with the Megavolotea Conditions, which you can consult in the “Conditions of Use” section of our website, and will be automatically included in your user profile. In this case, you cannot delete it from your profile and you will have to expressly request it, exercising your right to erasure, as indicated below. By erasing this information, it will be automatically assumed that you are cancelling the renewal of the Megavolotea service.
c) Compliance with a legal obligation:
There will also be times when we need to process your data to comply with certain legal obligations. This is particularly important when a government authority, law enforcement agency or security force in any country where we operate requires us to provide your data, for example to protect against fraud or other illegal activities. To this end, the data we process may include your name, address, email address, IP address and payment details.
There will be some questions that are not necessary in order to fulfil the contract or the booking that you have made with us, that are not legally required, or for which we do not have a legitimate interest. In these cases, we will need your consent before we can do anything. If you consent, we will let you know in detail why and how we want to use your data. This is the best way of you controlling what we do with your data at any time, and of you being the one who decides how we can process it.
For example, this may happen when you register as a user on the Volotea website or on our mobile app. We will use this data to administer your account, log you in to our website or mobile app as a user and send you information that may interest you about our offers and latest news (for example, newsletters).
In the event that you do not complete the booking process for your tickets on our website and you have given us your consent, we may contact you to remind you that you can continue with your booking and to send you news about products and services that are related to your search. We believe that this service will benefit you and will allow you to carry on booking your flight without having to fill in all of your details again, as well as keeping you up to date at all times about offers and services that may interest you.
We will also be able to retain your preferred payment details or any other information that you may want to provide (such as your ID documentation) in your user profile, if you give us consent for this, via your user profile or when making any purchase (with the exception of subscription to the Megavolotea Programme, as indicated in section b) above). When information is stored in your profile, you can modify or delete it at any time or request that we delete it exercising your right to erasure, as indicated below.
e) Public Interest:
In certain cases, it may be necessary for us to process passengers’ personal information in the public interest, including especially sensitive data when necessary, in order to protect against serious cross-border health threats such as, for example, infectious diseases to prevent the spread of pandemics (such as the recent Covid-19 pandemic). Our priority is to safeguard the wellbeing of passengers on board our planes.
6. Will Volotea share your personal data with anyone?
We wish to clarify that we enter into a contract with them to ensure that all of the appropriate measures to protect your personal data are applied.
7. What about car bookings that you have made through the Volotea website?
So that your trip is as organised as possible, we give you the option of booking your car through our website.
You should therefore know that when you book any of these services, you will be booking direct with the service providers and they will be the data controllers. We only allow them to use our website to make it easier for you to book. In other words, we act (as regards the use of your data) solely as an intermediary. We are not responsible for the use of your personal data by third parties when said use is permitted for their own purposes.
For this reason, when booking such services, we ask that you take the time to read the third party's privacy policies to make sure you know how your personal data will be processed.
8. How does Volotea use your data through the mobile app?
As you know, we also offer a mobile app through which we may collect and process your personal data. This platform works in exactly the same way as our website. When you consent, we will collect data relating to your location, including the real-time geographical location of your computer or mobile device.Back
9. How does Volotea use social media?
If you register as a Volotea user through accounts created on certain social networks, this will allow us to collect certain personal data or will allow the social network provider to receive some of your data. If you agree, we may also use some of the tools provided to us by this type of service provider to send you adverts.
At Volotea, we mainly use social media to promote our products and services with the aim of making it easier to use our services. For your convenience, we allow you to register as a user on our website through one of your social media accounts. In this case, the social media service provider will share certain information with us (mainly names and surnames, email addresses and your photo) so that we can identify you as a user. We may also use some of the tools provided to us by this type of service provider to interact with you through this platform. If you would like more information about these practices, we recommend consulting the privacy policies of these third-party social media providers.Back
10. How long will we keep your personal data for?
We will retain your personal data for the period that is necessary to comply with your request, or while we have your consent. Once this period is over, we will retain your data, and keep it blocked, for the legally established time.
However, you should bear in mind that the law obliges us to store this data for an additional period, in particular to respond to any claims.Back
11. What can you do to control the personal data that you have given Volotea? What are your rights? How can you exercise them?
In accordance with existing applicable legislation, you have a series of rights that you should understand and that you can exercise to protect your privacy.
These rights are as listed below:
(I) The Right to Access: if you wish to know the personal data that we process about you.
(II) The Right to Rectification: at any time, you can rectify or complete any data that is inexact or incomplete that you have previously supplied to us.
(III) The Right to Erasure: if you wish, you can request that we erase your personal data from our systems and archives.
Without prejudice to the aforementioned rights, in compliance with the Data Protection Regulation, we will retain any necessary data that may be requested by any Public Administration in inspections or administrative proceedings, as well as for the establishment or defence of legal or administrative claims, as well as to guarantee the fulfilment of our own legal obligations, or those of third parties.
The aforementioned data will be properly excluded from processing or separated from any processing system, so that in practice it will appear as if erased, for the applicable limitation period, and erased permanently once this period has elapsed.
(IV) The Right to Objection: you can object to the processing of your data in relation to direct marketing activities, as well as for other personal reasons, except if the processing is on the basis of a legitimate interest (in which case it will be determined which interest, either that of the controller or that of the data subject, takes precedence).
Furthermore, you have the right at any time to withdraw the consent to use your personal data that you have granted us.
(V) The Right to Restrict Processing: if you wish, you can request the restriction of data processing if you contest its accuracy or if it is unlawful and you contest the erasure of your personal data and request the restriction of its use instead. Also, when the data is no longer necessary for processing but you need it for the establishment, exercise or defence of legal claims. And, lastly, if you have contested the processing, whilst it is being verified whether the legitimate interest of the controller overrides that of the data subject.
(VI) The Right of Data Portability: you have the right to obtain a copy of all data that you have provided to us and, when it is technically possible, to request that your personal data is communicated to another processing controller whenever you request.
You may exercise your rights using the form on our website provided for this purpose which can be accessed via this link: https://www.volotea.com/en/passenger-rights-form/.
To exercise these rights, we ask that you provide a photocopy of your ID (passport, national ID card or equivalent document) so that we can verify your identity and prevent the fraudulent exercising of your rights. Please be aware that, although we do not ask for this documentation to create an account, considering the risks and harm that it could cause to you if a third party were to exercise your rights, for example, in a case of identity fraud, you are required to provide it as it is the only form of proof that it is actually you making the request. In any case, you may make a request in the name of another person, but you will need to provide, along with the information above, authorisation signed by the person in question to certify your representation.
If we use your personal data for behavioural profiling (for example, to better understand your interests and needs based on the way you browse our website), and we do so in a fully automated manner, you have the right to be informed of this processing, to ask for any of our agents to intervene personally, to challenge any decision based on these profiles or to simply express your point of view.
Of course, you have the right at any time to withdraw the specific consents to use your personal data that you have granted us.
Furthermore, we would like to inform you that you also have the right to make a complaint to the Spanish Data Protection Agency (Agencia Española de Protección de Datos or AEPD), the competent authority in Spain in matters relating to data protection, if you consider that your data has not been correctly processed.Back
12. Who is the Volotea Data Protection Officer?
We have appointed a Data Protection Officer whose role it is to protect your privacy and ensure that we comply with all of the legal requirements of both Spanish and European personal data protection regulations.
This person will be responsible for providing you with all of the information you need about your personal data. If you need to contact them, you can do so using this email address: email@example.comBack