This Privacy Policy describes how Book Flight by Phone ("we," "us," "our," or the "Company") collects, uses, discloses, and protects information about visitors and callers ("you," "your," or "users") who interact with the website bookflightbyphone.com (the "Site") or contact our toll-free helpline.
We respect your privacy and are committed to protecting the personal information you share with us. By accessing the Site or calling our helpline, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy.
1. Information We Collect
We collect information you provide directly to us, information collected automatically, and information from third-party sources to deliver our flight assistance services.
Information You Provide Directly
- Contact details: Full name, phone number, email address, and mailing address
- Travel information: Departure and destination cities, travel dates, passenger names and counts, frequent flyer numbers, seat preferences, and special requests (such as dietary or accessibility needs)
- Booking & payment information: Existing booking confirmation numbers, airline reservation codes, and payment details (collected only when necessary for processing transactions)
- Communication content: Information you share during phone calls, web forms, emails, or chat sessions
Information Collected Automatically
- Device & browser data: IP address, browser type, operating system, device type, screen resolution, and language preferences
- Usage data: Pages viewed, time spent on the Site, clicks, scrolls, search queries, referring URLs, and other interaction data
- Location data: General location based on IP address (typically city or region level only)
Information from Third Parties
- Advertising and marketing partners may share data about how you arrived at our Site
- Airline GDS (Global Distribution System) databases provide fare and availability information
- Analytics providers (such as Google Analytics) supply aggregated usage statistics
2. How We Use Your Information
We use the information we collect for legitimate business purposes including:
- Service delivery: Processing your booking, change, or cancellation requests; communicating with airlines on your behalf; and confirming travel arrangements
- Customer support: Responding to your inquiries, resolving issues, and providing follow-up assistance
- Quality assurance: Reviewing call recordings and interactions to maintain service quality and train our staff
- Communication: Sending booking confirmations, travel reminders, and (where permitted) promotional offers about our services
- Improvement & analytics: Understanding how users interact with the Site to improve functionality, content, and user experience
- Marketing: Measuring advertising effectiveness and personalising marketing communications (with your consent where required)
- Legal compliance: Complying with applicable laws, responding to lawful requests, preventing fraud, and protecting our rights and the rights of others
3. Sharing of Information
We do not sell your personal information to third parties. We share information only as necessary to provide our services or as required by law.
Categories of Recipients
- Airlines & travel suppliers: To process your booking, change, or cancellation request, we share relevant travel information directly with the applicable airline (Delta, United, American, Southwest, British Airways, Lufthansa, Air Canada, Qatar Airways, etc.) or their booking systems
- Service providers: Trusted third parties that support our operations — including hosting providers, payment processors, call-tracking platforms, customer relationship management (CRM) tools, email services, and analytics providers — who are contractually obligated to protect your data
- Legal & regulatory authorities: When required by law, court order, subpoena, or government request, or to investigate fraud or potential threats to safety
- Business transfers: If our company is involved in a merger, acquisition, sale of assets, or bankruptcy, your information may be transferred as part of that transaction
- With your consent: Any other sharing not described above will only occur with your explicit consent
4. Cookies & Tracking Technologies
Our Site uses cookies, web beacons, pixels, and similar technologies to enhance your browsing experience and analyse traffic.
Types of Cookies We Use
- Essential cookies: Required for basic Site functionality and security
- Analytics cookies: Help us understand how visitors use the Site (e.g., Google Analytics)
- Advertising cookies: Used by advertising networks (such as Google Ads, Meta) to measure ad performance and serve relevant ads
- Functional cookies: Remember your preferences and improve user experience
You can control cookies through your browser settings. Most browsers allow you to refuse all cookies, accept only certain cookies, or notify you when a cookie is set. Note that disabling certain cookies may affect Site functionality.
5. Call Recording
For quality assurance, training, and dispute resolution purposes, calls to our toll-free helpline may be monitored or recorded. By calling our helpline, you consent to such recording in accordance with applicable laws.
If you do not wish to have your call recorded, please notify the agent at the beginning of the call. Some calls may not be capable of being un-recorded due to system limitations; in such cases, the agent will end the call and you may obtain assistance through alternative means.
6. Data Security
We implement reasonable administrative, technical, and physical safeguards designed to protect your information from unauthorised access, disclosure, alteration, or destruction. These measures include:
- Encryption of sensitive data in transit using industry-standard SSL/TLS protocols
- Secure access controls and authentication for staff handling personal data
- Regular security assessments and vulnerability monitoring
- Limiting access to personal data on a need-to-know basis
- Contractual data protection requirements with our service providers
However, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security but make every reasonable effort to safeguard your information.
7. Data Retention
We retain personal information only for as long as necessary to fulfil the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law.
- Booking records: Retained for up to 7 years for tax, accounting, and dispute resolution purposes
- Call recordings: Typically retained for 90 days, unless required for ongoing quality review or legal proceedings
- Marketing preferences: Retained until you withdraw consent or request deletion
- Website usage data: Retained in anonymised form for analytics purposes
8. Your Rights & Choices
Depending on your location, you may have the following rights regarding your personal information:
For All Users
- Access: Request a copy of the personal information we hold about you
- Correction: Request that we correct inaccurate or incomplete information
- Deletion: Request that we delete your personal information (subject to legal retention requirements)
- Opt-out of marketing: Unsubscribe from marketing emails or text messages at any time using the unsubscribe link or by contacting us
For California Residents (CCPA / CPRA)
You have the right to:
- Know what categories and specific pieces of personal information we collect, use, and share
- Request deletion of your personal information
- Opt out of the "sale" or "sharing" of your personal information (we do not sell your information, but advertising cookies may constitute "sharing" under CCPA)
- Limit the use of sensitive personal information
- Be free from discrimination for exercising your rights
For European Users (GDPR)
If you are in the European Economic Area, the United Kingdom, or Switzerland, you have additional rights including the right to:
- Data portability — receive your data in a structured, machine-readable format
- Object to or restrict processing of your data
- Withdraw consent at any time where processing is based on consent
- Lodge a complaint with your local data protection authority
To exercise any of these rights, please contact us using the details in Section 13. We will verify your identity before processing your request and respond within the time period required by applicable law.
9. Children's Privacy
Our Site and services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately so we can delete it.
10. Third-Party Links
Our Site may contain links to third-party websites, including airline websites, payment processors, and partner services. We are not responsible for the privacy practices or content of these third-party sites. We encourage you to review the privacy policies of any third-party sites you visit.
11. International Users & Data Transfers
Our services are operated from the United States. If you are accessing the Site from outside the U.S., your information may be transferred to, stored, and processed in the United States or other countries that may have data protection laws different from those in your country.
By using our Site or services, you consent to the transfer of your information to the U.S. and agree to be bound by U.S. laws regarding the use and disclosure of personal data. Where required, we use appropriate safeguards (such as Standard Contractual Clauses) to protect international data transfers.
12. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will:
- Update the "Last Updated" date at the top of this Policy
- Post the revised Policy prominently on our Site
- Where required by law, notify you by email or other reasonable means
We encourage you to review this Privacy Policy periodically. Your continued use of the Site or services after changes are posted constitutes acceptance of the revised Policy.
13. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us using the information below.
Book Flight by Phone
We typically respond to privacy-related inquiries within 7 business days. Please include "Privacy Inquiry" in the subject line of any written correspondence.