Privacy Policy

This document pertains to the collection and use of personal data that you provide directly or indirectly when using the services offered by fly24.bg. Fly24.bg respects the right to privacy and data protection of the users of the website www.fly24.bg. Our goal is to provide you, the user of the website www.fly24.bg, or when calling the fly24.bg hotline, with a secure experience that does not impact your personal life. In this regard, we make every effort to ensure that the information you enter into our database is used exclusively for the appropriate purposes. Terms not defined in this Policy will have the meaning specified in the fly24.bg Terms and Conditions.

Personal Data We Process

When you call the dedicated fly24.bg hotline, register on the website www.fly24.bg by creating an account, access it, fill out forms, make reservations, request or purchase various services and products provided by fly24.bg or its contractual partners, or activate promotional or advertising messages, fly24.bg will process personal information that can specifically identify an individual.

The personal data we process may include:

Personal Data Provided by You

When you order or purchase a service from our website or through other contact methods (phone, email, chat, Facebook, or any social network, WhatsApp, etc.), we will ask you to provide personal information, including your name, date of birth, gender, address, details of the travel document used (ID card or passport), phone number, email address, credit card information, nationality, billing information, including personal identification number (PIN) or signature.

Depending on your choice of our services, if they include an airline ticket, we will also keep the following information: airline ticket number, reservation number, ticket price, reservation code, flight number, departure/return date and location, flight destination, and any other details related to the airline ticket service.

If the services you choose include hotel accommodation, travel packages, car rentals, transfers, destination tickets, or any other travel service, we will keep the following information: reservation number, voucher number, reservation price, hotel name, hotel category by stars, destination, or any other information related to accommodation/travel package services.

If the services you choose are related to travel insurance, we will also keep all information related to the insurance: destination, coverage period, insurance price, insured person's personal data.

If the services you choose are related to assistance with filing a claim for compensation from a Travel Service Provider, we may collect and/or transmit the following personal data to our partners: name, surname, address, email, phone number, passport/ID number, ticket copy, flight details (airline, flight number, departure and arrival airports, departure date, adult and minor passengers in the reservation, flight reservation, boarding pass).

When you create an account on the website - www.fly24.bg, we will ask you to provide personal information, including your name, surname, gender, phone number, email address, and password. The user account allows you to add information about the passengers you usually travel with. The user account also allows you to access all bonuses in the form of discounts offered to you. We also retain information about the advantages and privileges offered by airlines, your search history, and your reservation history.

When you subscribe to the fly24.bg newsletter, we will ask you to provide your email address, name, and surname.

If you are subscribed to our newsletter, we may ask for details about your travel preferences and other similar details.

When you contact us by phone or write to us using the forms on our website, we will ask you to provide your contact details: name, surname, email address, phone number.

Personal Data We Collect Automatically

When you visit the website www.fly24.bg, we automatically collect certain information, which includes, but is not limited to, your IP address, cookie information, specific date and time when you accessed our services, hardware, software, or browser you use, and information about your computer's operating system, such as language settings and the location from which you access our services.

When you create a user account on the website www.fly24.bg, when you purchase a service, or when you subscribe to our newsletter, we also collect information about your search and purchase history and your activity on the website www.fly24.bg, including information about clicks and pages you have viewed.

Personal Data You Provide for Other People

When you purchase a service from the website www.fly24.bg or through any other channel (phone, email, chat, Facebook, or any other social network, WhatsApp, etc.), you may be traveling with other people whose data you provide as part of the booking process, or you may purchase a service on behalf of someone else or for other people listed in the same reservation. In these cases, it is your responsibility to ensure that the person whose personal data you have provided is informed about it and understands and accepts how we use this information, as described in the Privacy Policy.

Collection and Use of Personal Data by fly24.bg

Fly24.bg uses your personal data stored - the details provided during registration and the activity you performed on the website www.fly24.bg - primarily to facilitate your access to the website, improve our products and services, and inform you about the latest products and services of interest to you.

We may use your personal data only for the following purposes ("Authorized Purposes"):

Providing Our Services

Primarily, we use your personal data to provide you with information, travel services, or other Additional Services you have ordered or shown interest in.

Communicating with You

We use your personal data to contact you regarding the services you have purchased from us. We may contact you by email, mail, phone, or text messages. The contact method depends on the contact information you have previously shared with us and the method through which you contacted us.

The reasons we may contact you include:

1. Managing the travel services you have purchased;
2. Confirming your travel details with you;
3. Providing our consultancy services free of charge for the purchased travel services;
4. Responding to or managing any inquiries from you;
5. Sending a survey or invitation to provide feedback on your experience with us after purchasing our services;
6. Sending other administrative information or materials related to the services you have purchased;
7. Sending a survey or invitation to provide feedback on your experience with the service provider or hotel;
8. Sending materials related to future reservations or a summary of previous reservations you made through fly24.bg;
9. If you mention whether the guest's opinion is useful or not, we will add this aspect to the feedback received from other customers to rank and prioritize guest opinions. We do this to help other customers like you find the best services that suit them.

Customer Service

You can contact our customer service online and by phone 24 hours a day, 7 days a week.

Your personal data, such as information about the services you have purchased or information about your user account, is used to find appropriate solutions for your inquiries and to respond to any questions you may have regarding the services you have purchased or any other travel-related questions.

When you contact us (by phone, email, chat, Facebook, or any other social network, WhatsApp, etc.), fly24.bg uses an automated phone application to detect your phone number from existing reservations. Fly24.bg agents will ask you for a few details to identify you correctly. We will ask you questions about the details you provided in your reservations, so if you cannot provide us with enough details, we may not be able to assist you in resolving your inquiry.

Creating Your User Account on the Website www.fly24.bg

You have the option to create a user account on the website www.fly24.bg.

We use the information you provide to manage this account, allowing you to purchase our services, manage the services you have purchased, benefit from special offers, and manage your settings.

You must be at least 16 years old to create a user account on the website www.fly24.bg.

Marketing Activities

We use the personal data you provide for marketing activities, which may include:

1. Using your email address to send you a newsletter about our products and services. You can unsubscribe from marketing communications by email at any time by clicking the Unsubscribe link at the end of each email;
2. Based on information about your previous searches and purchases, we may include personalized offers in our newsletters to allow you to choose from the best offers that may interest you;
3. If you participate in other promotional activities we conduct, the relevant information will be used to administer these activities;
4. From time to time, we may ask you to participate in marketing surveys. When invited to participate in such surveys, you will receive all the necessary information to understand what personal data is collected and how your personal data is used further;
5. If you participate in a marketing survey, a fly24.bg consultant will contact you by phone for an interview. You will be asked to provide a phone number and give consent for processing this contact detail.
6. If you wish to participate in various campaigns organized by us by registering for the respective campaign, we will process, where appropriate, personal data, including but not limited to: name, surname, phone number, address, email address, photo/video image, for the organization of the campaign and the delivery of the prize, as well as for advertising, marketing, and promotional purposes. For each campaign, we will inform you in detail in the respective campaign rules.

You must be at least 16 years old to subscribe to our marketing communications by email.

Improving the Quality of Our Services

We constantly strive to improve our services and may use personal data for analytical purposes to optimize and personalize our online platform according to your needs, making the website www.fly24.bg easier to use and more enjoyable, and to improve our customer service.

We may use certain technologies to better understand the needs of our users, optimize their experience, and improve our services. Such technologies help us better understand the user experience (such as the time spent on the website and on which pages, which links are accessed, preferences, etc.), allowing us to build and maintain our services based on user feedback.

Monitoring Conversations

When you use our customer service phone lines to contact us or when we contact you by phone, we will record the conversation for the following reasons: improving the quality and efficiency of our team, handling complaints, training materials. During phone conversations with our customer service team, there may be live monitoring or the conversations may be recorded for quality control and training purposes, including using the recordings for complaint management and detecting fraud attempts.

Legal Purposes

We may use your data to fulfill our legal obligations (such as record-keeping obligations), for verification or compliance purposes (e.g., under competition laws, export laws, trade sanctions, embargo laws, anti-money laundering laws, financial and credit checks, and preventing and detecting fraud and crimes).

Furthermore, we may use your data if necessary to comply with court orders and to pursue and defend our rights.

Legal Bases for Processing Your Personal Data

Considering that you have the right to know the purpose of processing your personal data, we will inform you before processing your personal data for purposes other than those for which you disclosed your personal data to us.

Performance of Contracts with Our Customers

Based on the contract or terms you accepted as a customer of Fly24.bg, we will process your personal data that you provided to us, as well as any other necessary data for us, to provide you with our services, in accordance with the contractual and legal provisions in Romania.

The performance of the contract concluded with you is the legal basis for processing your personal data for the following purposes: providing our services, communicating with you, and activities related to customer service.

Legitimate Interests

We may use your information for our legitimate interests, such as providing our services in cases where the service is purchased by a person other than the beneficiary.

We may use your information for our legitimate interests to provide you with the best and most relevant content on the website www.fly24.bg, emails, and newsletters, to improve and promote our products and services and the content of our website, and for purposes related to monitoring conversations, administrative purposes, including the security of our premises, and for legal purposes.

If you have purchased a service from the website www.fly24.bg, we will subscribe you to our newsletter for related products and services, in accordance with Romanian laws. You have the option to opt-out of receiving such newsletters either during the purchase of the service or by informing us of this desire via email: marketing@fly24.bg.

Your Consent

We use your personal data based on your specific consent to subscribe you to our newsletter about our products and services. You can withdraw your consent by clicking the unsubscribe button at the end of each email.

We also rely on your consent when creating your user account on the website www.fly24.bg. You can withdraw your consent by deleting your user account at any time.

Legal Obligations

We may process some of your data in the context of providing our services based on legal obligations (e.g., for reporting purposes or anti-money laundering) or obligations imposed on the website www.fly24.bg by applicable laws.

Recipients of Personal Data

As a general rule, Fly24.bg will not provide (through sale or rental) your personal information to third parties. However, Fly24.bg will transmit information to third parties when necessary for data processing, such as the following cases:

Travel Service Providers

Personal data necessary for providing the travel services you have purchased will be transmitted to third-party travel service providers so that the ordered travel services or additional services can be provided.

Business Partners

We may work with business partners who offer services purchased on the website www.fly24.bg (accommodation, insurance, payment providers, or other travel-related services). When you purchase a service from us, certain personal data necessary for providing such services, such as your name, email address, home address, payment details, and other relevant information, may be transmitted to our business partners. The data transmitted to our business partners is limited to the personal data necessary for providing the service, as determined by the business partners.

Competent Authorities

We may disclose personal data to law enforcement authorities to the extent required by law or strictly necessary for preventing, detecting, or prosecuting crimes and fraud, or if we are otherwise legally obliged to do so. We may be required to disclose personal data to competent authorities to protect and defend our rights or the rights and property of our business partners.

Other Situations

We may transfer your data and the data you provide about other people in the same reservation to our partners if necessary for obtaining compensation under Regulation (EC) 261/2004 for flight delays or cancellations, or if you are denied boarding.

In other specific situations where we collect your personal data, if necessary, we may request your consent for transferring such data to third parties. In this last case, we will inform you about such processing and will not transfer the data until we receive your consent.

Other Situations in Which We Process Your Data
Persons Authorized to Process Personal Data

For processing personal data, we may use persons authorized to process personal data, such as IT solution providers necessary for business management, including accounting solutions, contract management solutions providers, or conference organizers. We will conclude personal data processing agreements with all persons authorized to process personal data, which will include appropriate clauses ensuring that they undertake their obligations to process personal data (including the obligation to delete them) in full compliance with applicable laws and that they provide appropriate protection for your personal data.

Data Retention Period

We have implemented technical and organizational measures to organize the process and criteria presented for deleting your personal data.

Your personal data will be deleted when they are no longer reasonably necessary for the authorized purposes or when you withdraw your consent (where applicable), and it is no longer a legal obligation for us to retain such data. However, we will retain your personal data when necessary to support or protect you or others from any legal claims until the end of the relevant retention period or until the claims are resolved.

Personal Data Security

Personal data is protected from threats, and we ensure that it is protected by appropriate IT infrastructure and security measures. Additionally, we have implemented internal measures that allow us to detect, notify, and document security breaches as quickly as possible.

If we detect any personal data breach that poses a risk to your rights and freedoms, we will inform the National Supervisory Authority for Personal Data Protection. You will be informed about the personal data breach if it poses a high risk to your rights and freedoms.

1. Your Rights Regarding Personal Data Processing
2. You have the following rights regarding personal data processing, as provided by law:
3. The right to request a copy of the personal data we hold about you;
4. The right to correct any inaccurate or incomplete personal data;
5. The right to object to or restrict the use of your personal data;
6. The right to withdraw your consent for processing based on consent. The withdrawal of consent does not affect the lawfulness of processing based on consent before its withdrawal;

The right to delete your personal data in situations where you have withdrawn your consent, processing is no longer necessary, or processing is contrary to the law;

The right to data portability allows you to transfer a copy of the processed data we have received from you to a person designated by you.

If you have any questions regarding the processing of your personal data or if you wish to submit a request or exercise any of the rights related to personal data processing, please contact our Data Protection Officer at the email address marketing@fly24.bg.

We will review each request and inform you of the actions taken as soon as possible, within a maximum period of one month. If we need more information from you or encounter difficulties in processing your request, we will inform you immediately that we need more time to conduct a proper analysis of your request.

If you believe that we have not resolved all your requests or if you are not satisfied with our responses, you can file a complaint with the National Supervisory Authority for Personal Data Protection. You can also appeal to the courts.

About Us

The operator responsible for processing your personal data as described in this Privacy Policy is EMA Plus Solutions S.R.L., a Romanian company, headquartered in Bucharest, Soseaua Bucuresti-Ploiesti nr. 73-81, Victoria Business Park, 4th floor, building no. 4, office 20, 013685, Romania, phone +40 31 781 11 10.

Changes to the Privacy Policy

If we decide to change this notice to provide better protection of your rights and personal data, we will publish the new version here, which will replace the current version.

Thank you for trusting us with your personal data and for taking the time to read our personal data processing notice. Please do not hesitate to contact us if you have any questions regarding your personal data and our processing of this data.

This Privacy Policy is effective from January 1, 2021.