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This policy explains how we collect and handle your information across all of our websites, mobile apps and other services. We'll review this policy from time to time to make sure it's up-to-date. If we make changes, we'll post the latest version here. When we make significant changes, we'll let you know when you next access our services, or by other communications.

You'll come across the term 'personal data' a lot in this policy. By that, we mean any information relating to you as an identifiable individual. For example, this includes information that may of itself identify you such as your name, contact details, trip itinerary, internet protocol ("IP") address, cookie strings or device IDs, as well as information that may not on its own identify you, but which we store alongside such identifiers, such as how you are using our services or the country you are in when you do so. We can only speak for ourselves so this policy doesn't cover the collection or use of your information by the majority of the airlines, online travel agents, hotels, car hire companies or other travel companies (let's call them "Travel Suppliers") we feature. That means when you buy travel with most of the Travel Suppliers you'll find on askHEY!, your information will be processed by them in accordance with their own privacy policy and terms and conditions. But don't worry, we'll always give you the links so you can read them before making a booking.

Why and how do we use your personal data?

We only use your information where you've given us your consent, where its necessary to deliver the services you've requested, where it's necessary to exercise or comply with legal rights or obligations, or for normal business purposes of the kind set out in this policy.

How we use personal data to perform contracts.

Ensuring our services are accessible and usable by you on your specific device, for example by altering the way we display information to you based on your device type;

Generating results in response to your search queries, for example providing you with a list of the flight, hotel or car-hire options that best meet your requirements;

Where you select a Travel Supplier that you'd like to buy with either:

  • redirecting you to their platform along with whatever data is necessary to enable them to recognise you and the travel option you had selected on askHEY!, including data about your browser or device and the details of your travel search; or
  • facilitating the completion of that booking from within our services, which will involve us collecting and transferring to that Travel Supplier or the Global
  • All information required to enable the booking to be processed, including your contact details, passport or identification information, and payment details;

To provide you with insurance services and related products via our partners where these are available and included as part of the travel you have purchased; Contacting you with messages, notifications or alerts that are necessary in order to deliver the services requested, such as booking confirmation emails or other essential communications like flight status alerts, the triggering of rights to compensation (such as where a flight you have purchased has been delayed) and notifications about changes or updates to our services or to any of our policies;

Creating a 'virtual' credit card to make payments on your behalf when you use the askHEY! Travel Service

Displaying reviews, images and any other content and media you submit to askHEY! or upload to the askHEY! Services (we'll call this "User Content"), and providing you with the tools to manage and delete this content; and

Where you have created an account with us, maintaining and administering this and ensuring that it is kept up-to-date and accessible;

Security and fraud-prevention purposes, for example by storing a subset of your payment information such as last 4 digits of your credit card and IP address to record where a payment may have originated from, or to protect our services against misuse of our APIs or from automated software agents. For those purposes we might make automated decisions about you which may result in us or the Travel Supplier you are booking with blocking the purchase;

Identifying and correcting faults with our services or areas for improvement through use of information like browser type, operating system, locale and language information and general site activity alongside any specific feedback you may provide to us from time to time;

Providing customer service or help services to you in relation to any questions you raise or issues you might encounter while using our services. For example, although it is the ultimate Travel Supplier who is responsible to you for any issues you might have with a flight, hotel or other travel service you've booked via askHEY! (except where you've booked travel using the askHEY! Travel Service, in which case askHEY! will be responsible to you), if you or the Travel Supplier contacts us regarding an issue with your booking we'll need to use some of your personal data to be able to assist you;

Understanding and evaluating how, when and why people are using askHEY! for the purposes of delivering, evaluating, improving and optimising the delivery of our services.

For example:

  • monitoring the numbers of users who redirect to, or make bookings with, Travel Suppliers and details of the related travel options being selected for the purposes of commercial records and business analytics;
  • analysing at an aggregate level what different groups of users may be viewing or clicking on within our services in order to better understand which features or functionality are more popular or helpful than others;
  • reviewing and moderating any User Content that you upload to the askHEY! Services
  • running A/B tests that display alternate versions of our services to different groups of users, in order to evaluate the positive or negative impact of such changes on our users' experience of our services. For example, we may change the prominence of a button, its colour or its placement for different users visiting our site to help us understand how to make our service easier to use or to more effectively draw users' attention to the most relevant and important information; and
  • measuring the effectiveness of our communications through recording and analysing whether emails we have sent you have been opened.

Personalising your experience of our services in order to ensure your experience on askHEY! is as helpful, efficient and relevant as possible. For example:

  • we will use cookies and similar technologies to remember your language and currency preferences, and may also personalise your experience by highlighting or recommending certain information or travel options that we believe are relevant to you based on your search history on askHEY! and use of our services or to improve the customer support services we provide to you;
  • if you have asked us to send you newsletters or other marketing communications, we may tailor the timings or content of these to reflect what we believe will be of most interest to you, such as by using the fact that you've recently searched for a flight in Barcelona to prompt us to ask whether you'd like to search for a hotel in Barcelona as well;
  • we may use your non-specific location information to predict which airport you are likely to want to depart from or arrive back to; and
  • displaying relevant advertisements to you about our services or other services that we think may be of interest to you. For example, where we know that you've recently searched for a flight to a given location, we may display a message to you asking whether you'd like to search for a hotel or car in the same location
  • Personalising your experience involves us creating a profile and timeline of your activity on our services. However, we are careful to ensure that our activities do not involve undertaking any profiling or automated decision making that might have any legal or other significant effects on you.
  • We may use your data to train our machine learning algorithms to help us personalise the Services. We will not use directly identifying information such as your contact details or payment data for these purposes.

Informing strategic business decisions through creating aggregated datasets of anonymised data that allow us to generate helpful insights into patterns or trends within the travel industry. For example, we can use search data to monitor demand for destinations and make sure that the fares and travel options that we surface to our users are available via our services. This information is also useful for Travel Suppliers as it enables them to identify new routes or locations that are in demand and ensure they are delivering competitive rates.

Contacting you in order to invite you to participate in genuine market research.

When we have your consent.

We will obtain your consent for purposes such as:

  • sending you emails for services you request such as Price Alerts;
  • if you have asked us to send you newsletters or other marketing communications, we may tailor the timings or content of these to reflect what we believe will be of most interest to you, such as by using the fact that you've recently searched for a flight in Barcelona to prompt us to ask whether you'd like to search for a hotel in Barcelona as well;
  • sending you direct marketing communications via email, push notification or other means where you have consented to us doing so;
  • using certain cookies or tracking technologies on your device, where doing so requires consent; and
  • recording and evaluating any feedback or market research contributions you may give us.

We may need to retain and use your information in connection with legal claims, or for compliance, regulatory and auditing purposes. For example, we may retain information where we are required by law, or if we are compelled to do so by a court order or regulatory body. Also, when you exercise any applicable legal rights you have to access, amend or delete your personal data, we may request identification and verification documents from you for the purpose of confirming your identity.

What personal data do we collect?

Everyone who uses our services will have bits and pieces of information about them collected, stored and processed. However, we don't collect more information than we need.

We can't help you plan and book your dream trip without information. So, when you use our services, we have to collect, keep and share some personal data and ask that you agree to that in line with this policy. We collect information in three ways:

You give it to us voluntarily

Information you choose to give us might include personal data needed for you to book travel for yourself and others. This ranges from the dates and destination you choose in a search, to the basic stuff for making a booking with a Travel Supplier such as names and contact details. You may also include personal information when you contact our customer service teams, such as by telephone or using our live chat in the app It can also include content like the reviews or photographs you upload to our services to share with other travellers. Most importantly, it's always up to you whether or not you choose to give us this kind of information.

Your Content: We collect and store the information and content that you post to the askHEY! Platform, including your questions, answers, photos, and comments. Unless you have posted certain content anonymously, your content, date and time stamps, and all associated comments are publicly viewable on the askHEY! Platform, along with your name. This also may be indexed by search engines and be republished elsewhere on the Internet in accordance with our Privacy Policy.

We generate or collect it automatically

We generate or collect some information from your computer or device automatically as you use our services. This includes stuff like your IP address, information about the device and browser you are using to access our services, the website URL you visited us from and the third party sites you visit when you click on links to exit the askHEY! site. It also includes details of the bookings you have made via askHEY!. We may also know your location from your mobile or your IP address. This helps us to improve your experience, tailor our customer support services for you and make sure you receive the content that's most relevant to you.

We receive it from third parties

Sometimes we're given information about you from third parties, depending on how you choose to interact with us. For example, when you come to our website via a promotional partner, or when you log into your askHEY! account using our social network login feature. And, if you've made a booking with a Travel Supplier, we might collect information from them about whether you went ahead with your trip, what you booked and whether your booking was successful. We may also collect information about you from fraud prevention services providers we cooperate with to prevent misuse of your personal data.

Our services are not intended for children under 16 years of age, and no one under the age of 16 should provide any information to, on or via our services. We don't knowingly collect personal data from children under 16, and will delete any that we learn we have collected or received that was not provided by, or with express consent on behalf of, the child's parent or legal guardian. Depending on how you interact with our services, we may collect or process the following categories of personal data via the three different ways explained above.

    Contact Information:
  • such as your name, address, email address, telephone number and other similar information.
  • Identification information:
  • such as a copy of your passport or other identity confirming documentation which may contain information like your name, address, gender, nationality and date of birth.
  • Payments information:
  • such as your credit or debit card number, expiry date and verification code when you book travel via our services.
  • Travel and Booking information:
  • such as your booking reference, booking history, passenger name record ("PNR"), identification or passport information and travel itinerary.
  • Demographic Information:
  • your age, gender, location and preferred language when you use our services
  • Device and Location Information:
  • generic details from your device such as your IP address, type, make, model and operating system of your device;
  • specific location data based on GPS data from your mobile device (when you grant us access to this information via your device settings); and
  • non-specific location based on your IP address.
  • Usage and Profiling Information:
  • your askHEY! search history and travel preferences;
  • how you've interacted with our services, including time you spend on our site and/or app and the pages, features or functionality you have accessed;
  • links you have clicked on to be redirected to or from our services, including the identity of the Travel Supplier you are redirecting to and the type of travel service you have selected; and
  • where you've redirected to a Travel Supplier's website or app for the purposes of completing a booking, we may collect information from that Travel Supplier about whether and what you went on to book with them.
  • Preferences Information:
  • selected preferences associated with your askHEY! account including specific consents you have given or declined, email and push notification preferences and cookies containing your advertisement preferences.
  • Communications Information:
  • includes communications we receive from you such as feedback, help requests and queries via telephone, email and other electronic communication methods such as online chat, instant messaging or social media;
  • records of your telephone calls with us which we use for training, monitoring and quality purposes; and
  • metadata associated with those communications, such as time and date.
  • User Generated or Provided Content:
  • content you upload to our services including comments, photos, videos, recommendations, preferences and reviews and metadata such as the time and date associated with that content; and
  • any information you submit to us during the course of any correspondence you may have with us, such as signatures, photographs, opinions and, where you are applying for a job with askHEY!, details of your employment history, salary and other similar information.
  • Social Media Information
  • email address is automatically collected by us from the third party social media platform you log in to askHEY! from.

How long do we store your personal data?

We only keep your data for as long as we need it, or are required to for legal reasons. We'll then either delete it or anonymise it so it doesn't identify you. We treat data differently depending on what it's used for, but you can ask us to delete your personal data at any time.

How do we store your data & app usage with SmartLook?

Your data& app usage is shared with SmartLook. Keeping data secure is paramount to Smartlook. As such we have held ourselves at a standard which not only complies with legal requirements, but also take steps to ensure trust & safety of our customers’ data. We always handle our customer’s data only in a scope permitted by the relevant regulation and by our customers. We will never sell any of our customer’s data to third parties

Encryption:

Data is encrypted at rest using 256-bit Advanced Encryption Standard (AES-256) algorithm. Smartlook uses SSL/TLS encryption (Secure Sockets Layer / Transport Layer Security) and the latest security standards to protect your data. All incoming and outgoing data from our servers is encrypted. Smartlook is PCI DSS compliant.

Data security:

Our infrastructure is primed to deal with any potential data failures. Smartlook chooses to have it’s infrastructure hosted by AWS, which is ISO27001 and S0C2 certified. All data is backed up daily to assure security and ensure that our customers have 24-hour access.

Stability:

Monitoring of Smartlook systems’ efficacy is routinely monitored to catch performance issues. This often means that our development team can make adjustments and changes when needed to solve problems before customers experience them.

Accessibility:

Access to Smartlook accounts is authenticated using passwords stored in hashed format using bcrypt. Authentication is required to access any internal resources. All sensitive data is automatically masked and therefore not recorded and access to customer data is limited to employees who require it only for service and maintenance procedures. In addition to our data security methods, Smartlook empowers our customers to take control of what is recorded.

For more information about SmartLook data security see SmartLook’s Privacy Policy.

When is your information shared with or collected by third parties?

We share your information only where you ask us to, where it's a necessary part of doing business with you and providing you with the services, or where we need to for legal reasons. Companies you book with via askHEY! (like airlines or hotels) will collect your data in line with their own policies. Sometimes companies that advertise via our services may also collect your information. Finally, companies that help us deliver our services will also collect and use your data on our behalf.

How do we keep your personal data secure?

Keeping your personal data secure is our highest priority. We limit access to only those askHEY! group employees who have to come into contact with your information to do their jobs and deliver our services.

Unfortunately, no website or app can guarantee complete security but we have created an organisation-wide security programme designed to keep your personal data as safe as possible.

It uses a range of technical, organisational and administrative security measures and best-practice techniques, depending on the type of data being processed. For example, the computer systems we use to store your data have access limitations and in-cloud based servers that use industry-standard disc encryption. We use TLS and HTTPS encryption to protect your personal data when we transfer it across the internet. And we carry out security assessments on Third Party Processors who handle your data.

We provide thorough data protection and privacy training to all askHEY! group employees. We develop our services with the goal of using the minimum amount of personal data possible, including through use of data minimisation techniques like anonymisation and pseudonymisation. Also, whenever we develop or update our services in ways that involve the collection or use of new forms of personal data, we conduct a privacy impact assessment to understand, and reduce, the likelihood of any unintended impact on you.

Where do we store your information?

Your data is securely stored in data centres around the world - the exact location depends on where you are when you use askHEY!. Your data will only be processed by suppliers who provide appropriate contractual safeguards for the information they process. Sometimes your data may be stored in countries with different levels of security to your own but we always make sure their standards meet ours.

How is your information used for advertising?

You'll see various adverts when you use our services and might also see adverts about askHEY! when you're on other platforms. These adverts might come from us or from third parties and may be personalised to make them more relevant to you. The information used to personalise adverts you see may include your details of what you've searched for on askHEY! or general location information at a city or airport level, but will never include your name, contact details or other information that would enable you to be identified in the offline worlds

Do we use cookies or similar technologies?

We use cookies and similar technologies to help deliver, optimise, personalise and analyse our services and for advertising purposes.

We use a combination of cookies and other technologies such as pixels/web beacons and tracking codes (explained below) to collect information for use in line with the purposes set out in this policy.

What is a cookie?

A cookie is a small data file that is stored on your computer or device. Cookies record things like your preferences and settings, helping to give us the information we need to provide you with the most consistent and relevant experience. We also use cookies to record information about experiments or new improvements we might test to track how you use our services and find out whether they were effective.

Cookies on our website may be set by us, third parties we're working with, or independent third parties (such as advertisers).

What are web beacons and pixels?

Web beacons or pixels are small, transparent image files inside a web page or email. We use them to understand how you interact with our services, or if you've redirected to a Travel Supplier's website or app. We might use the pixel to confirm if you went on to book with them, and what you booked. We also use pixels to gather information such as whether you've opened an email, so that we can improve our communications to you.

What are tracking codes?

Tracking codes are snippets of code placed in the page to measure things like visits and interactions. We use tracking codes to find out more about how you interact with our services, the adverts you see and more generally, how you use us.

Please see our Cookie Policy for more information and details of the types of cookies and similar technologies we use.