1. Who This Policy Covers
This policy applies to travellers, visitors and registered users of the Platform. It does not cover the websites, applications or offline businesses of airlines, hotels, holiday suppliers, payment gateways or any other third party, even where we link to them. Those organisations run their own privacy policies, and we recommend you read them before sharing data with them directly.
2. Information We Collect
You can browse most of the Platform without telling us who you are. We ask for personal data only where it is needed to deliver a service, meet a legal duty, or protect the Platform from misuse. Where a field is optional, we say so.
| Category | What it includes | Why we need it |
|---|
| Account details |
Name, email address, mobile number, password, saved preferences |
To create and secure your account, sign you in and save your settings |
| Traveller details |
Passenger name, age, gender, date of birth, nationality, passport or government ID number and expiry, visa details, frequent flyer number |
To issue tickets and vouchers, and because airlines, hotels and border authorities require these details |
| Booking details |
Origin and destination, travel dates, PNR or booking reference, fare type, seat, meal and baggage selections, hotel and room choices, package inclusions |
To complete, confirm, service and, where applicable, amend or cancel your booking |
| Payment details |
Billing name and address, transaction amount, transaction reference, payment status, refund details, GST number where you supply one |
To collect payment, issue invoices, process refunds and maintain accounting records |
| Support records |
Emails, chat transcripts, call records, complaint tickets and the outcome of each |
To resolve your query, keep an audit trail and improve service quality |
| Technical data |
IP address, device model, operating system, browser type, app version, device identifiers, crash logs, pages viewed and searches run |
To keep the Platform working, detect fraud and abuse, and improve performance |
| Mobile application permissions |
The FlyX Android and iOS application requests internet access only. It does not request access to your location, contacts, camera, photo gallery, SMS messages or microphone |
If a future feature needs a device permission, the application will ask you for it explicitly at that point, and you may decline or withdraw it in your device settings |
| Sensitive data |
Health, dietary or accessibility information, such as a wheelchair or special meal request |
Collected only when you or the supplier require it for the trip, and shared only with the supplier delivering that service |
Where you book on behalf of another person, you confirm that you have their permission to give us their details and to allow us to use those details as set out in this policy.
3. How We Use Your Information
- To search availability, create bookings and issue tickets, vouchers and invoices
- To send booking confirmations, schedule changes, cancellation notices, refund updates and other service messages by email, SMS, WhatsApp or push notification
- To collect payment, apply coupons or offers, and process refunds owed to you
- To provide customer support and handle amendments, cancellations and complaints
- To verify identity and prevent fraudulent, duplicate or abusive bookings
- To maintain, secure, test and improve the Platform, and to fix faults
- To personalise search results, recommendations and offers based on your travel history and preferences
- To send promotional messages where you have not opted out, and to run surveys and contests you choose to enter
- To analyse travel demand and platform usage in aggregated or anonymised form
- To meet our legal, tax, accounting and regulatory obligations and to respond to lawful requests from authorities
Service messages relating to a confirmed booking are essential to the contract between us and cannot be switched off while the booking is active.
4. Consent and Legal Grounds
We process your personal data on the basis of the consent you give when you submit information or place a booking, and, where the law allows, for the performance of our contract with you, to comply with a legal obligation, or for a legitimate business purpose such as fraud prevention.
You may withdraw your consent at any time by writing to support@flyx.in with the words “Withdrawal of Consent” in the subject line. We will verify your identity before acting on the request. Withdrawal is not retrospective: it does not affect processing already carried out, and it does not cancel obligations we must still meet, such as retaining booking and tax records. Withdrawing consent may also mean we can no longer service an existing booking or provide parts of the Platform to you.
5. Cookies and Similar Technologies
We use cookies and similar technologies to keep you signed in during a session, remember your currency and search preferences, measure how pages perform, and understand which offers are useful. Most are session cookies that expire when you close your browser.
Some cookies are set by third parties such as analytics and advertising providers. We do not control how those providers use the data they collect, and you should review their own policies. You can block or delete cookies through your browser settings; if you do, parts of the Platform such as sign-in and saved searches may stop working correctly.
6. When We Share Your Information
We do not sell your personal data. We share it only where it is needed for the purposes described above, and only to the extent required:
- Travel suppliers — airlines, hotels, holiday operators, transfer and activity providers, so that they can deliver the service you booked. They may contact you directly about your booking
- Global distribution systems and consolidators — the booking and inventory systems through which fares and rooms are reserved
- Payment partners — payment gateways, banks and card networks, to authorise transactions and process refunds
- Technology and service providers — hosting, cloud storage, email and SMS delivery, analytics, customer support and fraud screening vendors acting on our instructions
- Professional advisers — auditors, accountants and lawyers, under a duty of confidentiality
- Authorities — government, tax, law enforcement or regulatory bodies where we are legally required to disclose, or where disclosure is necessary to investigate fraud or protect our rights or the safety of others
- A successor business — if our business or any part of it is reorganised, merged, sold or transferred, in which case the recipient must honour this policy
Where we appoint a vendor to process data for us, we require them by contract to use it only for the purpose we specify, to keep it confidential and to apply appropriate security measures.
7. Payment Security and Fraud Warning
Card and banking details are captured and processed by our payment partners on their own secure systems. FlyX does not store your full card number, CVV, card PIN, net-banking password or UPI PIN on our servers.
Important: FlyX and its partners will never call, email or message you asking for your card PIN, CVV, OTP, net-banking password or UPI PIN, and will never ask you to install a remote-access or screen-sharing application. If someone claiming to be from FlyX asks for any of these, do not share them. Report the incident to us at support@flyx.in, and to your bank and the national cybercrime helpline on 1930.
8. Where Your Data Is Stored
Your personal data is primarily stored and processed in India. Some of our service providers, and the airlines and hotels you book with, may process data in other countries whose data protection laws differ from those in your country of residence. By using the Platform you consent to this transfer, and we take reasonable steps to require an appropriate standard of protection from those recipients.
9. How Long We Keep Your Data
We keep personal data only as long as needed for the purpose it was collected for, or for as long as the law requires.
| Type of record | Typical retention period |
|---|
| Booking, ticketing and invoice records | Retained for the period required under applicable tax and accounting law |
| Account profile and preferences | Until you delete your account, after which residual copies are removed within a reasonable period |
| Customer support and complaint records | Retained for a reasonable period after the matter is closed, so that any follow-up or dispute can be handled |
| Technical and security logs | Retained for a limited period for security monitoring and fraud investigation |
| Marketing preferences and opt-out records | Retained for as long as needed to honour your choice |
We may keep data for longer where it is needed to prevent fraud, establish or defend a legal claim, or comply with a direction from a court or authority. After the retention period ends we delete the data or keep it only in anonymised form for statistics and research, from which you cannot be identified.
10. Your Rights
Subject to applicable law and to verification of your identity, you may:
- Access a summary of the personal data we hold about you and how it has been processed
- Correct data that is inaccurate, incomplete or out of date
- Erase data we no longer need for a lawful purpose, including by deleting your account
- Withdraw consent you have previously given, as described in section 4
- Opt out of promotional communications at any time
- Nominate another person to exercise these rights on your behalf if you are unable to do so
- Raise a grievance with our Grievance Officer, whose details are in section 15
You can update most details yourself from the profile and settings sections of your account. For anything else, write to support@flyx.in. We will acknowledge your request and respond within the timelines set by applicable law. Some data may need to be retained even after a deletion request, for the reasons given in section 9.
11. Marketing Choices
If you no longer wish to receive promotional emails, use the unsubscribe link in any marketing email. To stop promotional SMS, WhatsApp or calls, or to opt out of all marketing at once, write to support@flyx.in. You will continue to receive essential messages about active bookings.
12. Minors
The Platform is intended for people who can enter into a legally binding contract under the Indian Contract Act, 1872. We do not knowingly collect personal data directly from children under 18 years of age. Where a child travels on a booking, the details are provided by the adult making the booking, who confirms they are authorised to share them. If you believe a child has given us personal data directly, contact us and we will remove it.
13. Security Practices
We follow reasonable security practices in line with industry standards, including encrypted transmission of data over the Platform, access controls that limit who inside our organisation can see personal data, and monitoring for unusual activity. We also maintain a documented process for detecting, containing and responding to a data security incident.
No system connected to the internet can be guaranteed completely secure. You are responsible for keeping your account password confidential and for any activity carried out under your login. Tell us immediately if you believe your account has been accessed without your permission.
14. Links to Other Websites
The Platform contains links to airline, hotel, payment and other third-party websites. We do not control those websites and are not responsible for their content or their privacy practices. Once you leave the Platform, this policy no longer applies.
15. Contact Us and Grievance Officer
For questions about this policy, or to exercise any of the rights in section 10, contact our privacy team at support@flyx.in.
In accordance with the Information Technology Act, 2000 and the rules made under it, and the Consumer Protection (E-Commerce) Rules, 2020, the details of our Grievance Officer are set out below. We will acknowledge a grievance within 48 hours of receiving it and aim to resolve it within one month.
16. Changes to This Policy
We may update this policy to reflect changes in our services, technology or the law. The date at the top of this page shows when it was last revised, and we will give notice of significant changes on the Platform or by email where the law requires it. Please review this page from time to time. Continuing to use the Platform after a change means you accept the revised policy.
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