The short version
- We use your data to check your flight and pursue your compensation claim. We don't sell it, and we don't use it for advertising.
- We share claim details with the airline, and where needed with courts, partner law firms and bailiffs, because that's how claims get paid.
- Your data is hosted in the EU. Where a provider is based in the US, we use legal safeguards approved by the EU.
- ID and boarding pass copies are deleted 90 days after your claim closes. Financial records are kept for 7 years because Dutch tax law requires it.
- You can access, correct or delete your data, and you can complain to the Dutch data protection authority.
1. Who is responsible for your data
FlyClaims is a trading name of FlyClaims (eenmanszaak), [address to be added], registered with the Dutch Chamber of Commerce (KvK) under number KvK number pending. We are the controller of your personal data under the General Data Protection Regulation (GDPR) and, for UK passengers, the UK GDPR.
For any privacy question or request, email support@getflyclaims.com.
2. What data we collect
Data you give us
- Contact details: name, email address and, if you provide it, phone number.
- Flight and booking details: flight numbers, dates, booking reference, airline, route and what happened to your flight.
- Travel documents: booking confirmations, boarding passes and e-tickets you upload.
- Identity documents: a copy of your passport or ID card, only when an airline or court requires it.
- Agreement details: your signature on the assignment agreement, and the date and time you signed.
- Payout details: your IBAN and account holder name, or your PayPal email address.
- Co-passenger details: names and details of other passengers you add to a claim.
- Messages: emails, support chat conversations and other messages you send us.
When you upload an ID document, you can black out your national identification number (such as a Dutch BSN). We don't need it.
Data we collect automatically
- Technical data: IP address, browser type and server logs, used to keep the service secure and working.
- Session data: cookies needed to keep you signed in and give you access to your claims. See our cookie policy.
- Referral data: if you arrive through a partner's link, the partner's referral code.
Data from others
- Flight data: we look up flight status, delays and cancellations from a flight data provider. We only send flight numbers and dates, not your personal data.
- From the airline, courts or law firms: responses, decisions and payment information about your claim.
- From another passenger: if someone else submits a claim that includes you, they give us your details.
3. Why we use your data and our legal basis
| Purpose | Legal basis under the GDPR |
|---|---|
| Checking eligibility and pursuing your claim, including court proceedings | Performance of our contract with you |
| Communicating with you about your claim | Performance of our contract with you |
| Paying out your compensation | Performance of our contract with you |
| Keeping financial and tax records | Legal obligation (Dutch tax and bookkeeping law) |
| Verifying identity when an airline or court requires it | Performance of our contract with you |
| Answering questions through support and the AI support chat | Performance of our contract, or our legitimate interest in helping visitors who haven't signed yet |
| Keeping the service secure and preventing fraud and duplicate claims | Legitimate interest |
| Crediting the partner who referred you | Legitimate interest in paying our partners correctly |
| Measuring website use in aggregate, without cookies or personal data | Not personal data |
| Establishing, exercising or defending legal claims | Legitimate interest |
Where we rely on legitimate interest, we've weighed our interest against your rights. You can object at any time (see section 9).
We don't send marketing emails unless you've opted in, and you can opt out at any time.
4. How we use AI
We use OpenAI's models for two things:
- Reading your travel documents. When you upload a booking confirmation or boarding pass, AI extracts the flight details (such as flight number, date and passenger name) so you don't have to type them.
- Support chat. Our AI support chat answers questions about claims and our service.
OpenAI processes this data on our behalf under a data processing agreement. Under OpenAI's API terms, data sent through the API is not used to train its models. Please don't share sensitive information in the chat, such as health details or ID numbers, unless we specifically ask for it.
Our eligibility check uses automated rules to estimate whether your flight is likely to qualify. This estimate is not a final decision. If you disagree with it, contact us and a person will review your case.
5. Who we share your data with
To pursue your claim
To get your compensation paid, we share the relevant claim details with:
- the airline (and its representatives);
- courts and other authorities handling the claim;
- partner law firms that act for us where we can't act ourselves;
- bailiffs where we need to enforce a judgment.
We only share what's needed for that step. The legal basis is the performance of our contract with you.
Service providers
We use trusted providers that process data on our instructions under a data processing agreement:
| Provider type | What it does | Location |
|---|---|---|
| Hosting provider | Runs our website and application | EU |
| Database provider | Stores claim and account data | EU region |
| File storage provider | Stores uploaded documents, encrypted | EU |
| Email delivery provider | Sends sign-in links and claim updates | See section 6 |
| OpenAI | Extracts flight details from uploaded documents; powers the support chat | US (see section 6) |
| FlightAware | Provides flight status data; receives flight numbers only, no personal data | US |
| Analytics | Cookie-free website statistics; no personal data | — |
Other cases
We may also share data:
- with our accountant and tax authorities, as required for bookkeeping and tax purposes;
- with the partner who referred you, limited to what's needed to credit them (for example, that a claim was submitted), and never your documents;
- if required by law or a court order; or
- if our business is transferred or reorganised, with the new owner, who must respect this policy.
We never sell your personal data.
6. International transfers
We host your data in the EU. Some providers, including OpenAI and FlightAware, are based in the United States, and other providers may process data outside the European Economic Area.
When personal data is transferred outside the EEA or the UK, we make sure it's protected by relying on the EU-US Data Privacy Framework (and its UK extension) where the recipient is certified, or otherwise on the Standard Contractual Clauses approved by the European Commission (and the UK equivalent). You can ask us for more information about these safeguards.
7. How long we keep your data
| Data | How long |
|---|---|
| ID documents and boarding pass copies | Deleted 90 days after your claim closes |
| Financial records (fees, payouts, invoices, and the payout details on those records) | 7 years after the claim closes, as required by Dutch tax law (fiscale bewaarplicht) |
| Payout bank details stored for paying you | Encrypted, and deleted after payout, except where they form part of the financial records above |
| Other claim data (flight details, agreement, correspondence) | Kept with the claim's financial records, up to 7 years after the claim closes |
| Unfinished claim answers | Stored only on your device until you clear them (see our cookie policy) |
If a dispute or legal proceedings are ongoing, we may keep relevant data until they're resolved. When data is no longer needed, we delete or anonymise it.
8. How we protect your data
- All data is encrypted in transit (HTTPS) and at rest.
- Uploaded documents are stored in encrypted EU storage.
- Payout bank details are encrypted at rest.
- Access to personal data is limited to people and systems that need it.
- You sign in with a one-time link sent to your email (magic link), so there are no passwords to steal.
If a data breach is likely to put your rights at risk, we'll notify the Dutch data protection authority and, where required, you.
9. Your rights
Under the GDPR, you have the right to:
- Access the personal data we hold about you and get a copy.
- Correct data that's wrong or incomplete.
- Delete your data, unless we must keep it (for example, for tax records or an ongoing claim).
- Restrict how we use your data in certain situations.
- Object to processing based on our legitimate interest.
- Data portability: receive data you gave us in a common digital format, or have it sent to someone else.
- Withdraw consent where we rely on consent, without affecting earlier processing.
To use any of these rights, email support@getflyclaims.com. We may ask you to confirm your identity. We'll respond within one month, as the law requires.
Complaints to a supervisory authority
You can complain to the Dutch data protection authority, the Autoriteit Persoonsgegevens (autoriteitpersoonsgegevens.nl), or to the authority in the country where you live or work. In the UK, that's the Information Commissioner's Office. We'd appreciate the chance to resolve your concern first.
10. Other passengers and children
If you add other passengers to a claim, please make sure they know you're sharing their details with us and point them to this policy. For a child's claim, a parent or legal guardian provides the data and signs on the child's behalf.
11. Cookies
We only use cookies that are needed to run the service, and our analytics don't use cookies. Details are in our cookie policy.
12. Changes to this policy
We may update this policy when our service or the law changes. We'll publish the new version on this page with a new date, and tell you about significant changes by email.
13. Contact
- FlyClaims (eenmanszaak), trading as FlyClaims
- Address: [address to be added]
- Email: support@getflyclaims.com
Translations of this policy are provided for convenience. If there is any difference between a translation and the English version, the English version prevails.