Personal data we process

When you use Vola.ro’s phone line, register on www.vola.ro and www.vola.bg by creating an user account, by accessing it, by filling specific forms, by booking, buying or just asking information about various Vola.ro services and products offered by Vola.ro/Vola.ro’s partners, or by activation of promotional or advertising materials, as well as when acting as a legal or authorised representative of a contractual partner of Vola.ro, we will process personal information likely to identify a specific person.

Personal data we process may include:

A. Personal data provided by you

When you order or purchase a service from our website or via other contact methods provided by us (phone, email, chat, face to face at our premises/airport offices, Facebook, Instagram, TikTok, Youtube or any social media network, or application such as WhatsApp etc.), we will require you to provide personal information, including your name and surname, date of birth, gender, address, travel identity document details (identity card or passport), phone number, e-mail address, credit card information and nationality, billing details or signature.

Based on your choice of our services, if your services include a flight ticket, we will also retain the following information: flight ticket number, reservation number, ticket price, booking code, flight number, date and place of departure/return, flight destination or any other details related to the flight ticket service. It may be the case that, some airlines require a certain standard passenger’s identity check for certain bookings. Thus, in order to assist/perform this standard verification on your behalf, we may request a photograph of your passport or ID card which we will use only for the purposes of the verification process. Please note that these documents will only be retained for the duration of the verification process.

If your services include hotels, travel packages, rent a car, transfers, tickets to destinations or any other travel services, we will retain the following information: booking number, voucher number, booking price, hotel name, hotel stars, destination or any other information related to the hotel/travel package service.

If your services are related to a travel insurance number, we will also retain all the information related to the insurance: destination, period of coverage, insurance price, insured personal details.

If the services you choose are related to assistance in order to submit a claim for obtaining a compensation from a Tourist Service Provider, it is possible to collect and/or transfer to our partners, the following personal data: name, surname, address, e-mail, telephone number, passport/identity card number, copy of the ticket, flight details (airline, flight number, airport of departure and arrival, date of departure, adult and minor passengers) by reservation, plane ticket reservation, boarding pass.

When you create an account on www.vola.ro/www.vola.bg, we will require you to provide personal information, including your name and surname, gender, phone number, e-mail address and password. The user account allows you to add information about your travel preferences and about yourself: photo, details of passengers you are used to travel with, preferences regarding seats in the aircraft, billing details that you can use during the booking. The user account also grants you access to all the discount coupons provided for you. We are also retaining information regarding miles cards provided by the airlines, history of your searches and history of bookings.

When you subscribe to our Newsletter or to the Fare Alerts service, we will require you to provide your e-mail address, your name and surname.

If you are subscribed to our newsletter, we may ask you details regarding your travel preferences and similar details and/or the filling in of the customer’s satisfaction survey forms.

When you purchase the SMS alerts service to be informed of changes/alerts related to the ticketing, check-in, boarding of your flights, etc. we will ask you to provide us with your email address and phone number.

When you contact us by calling Vola.ro phone line or when you write to us by using our contact forms from our website, we ask you to provide your contact details: name and surname, email address, phone number.

When you order face-to-face services at our offices located in airports, we will also ask for your signature.

Also, www.vola.ro/www.vola.bg website allows you to post your opinion about some services purchased from us. If you choose to post comments, your name and comments about our services could be viewed by other users of the website.

When you will act as legal or authorized representative of a contractual partner, we will process the name, surname, email address, phone number, position, signature.

B. Personal data we collect automatically

When you visit www.vola.ro/www.vola.bg, we automatically collect certain information, which include but is not limited to your IP address, cookie information, namely the date and time you accessed our services, the hardware, software or Internet browser you use and information about your computer’s operating system, such as language settings and location from where you accessed our services.

When you create an user account on www.vola.ro/www.vola.bg, when you purchase a service from Vola.ro, or when you subscribe to Vola.ro Newsletter, we also collect information about your search and purchase history and about your activity on www.vola.ro/www.vola.bg, including information about clicks and which pages have been shown to you.

Please note that we may associate this data with your account. Some of this data may be collected by using different types of cookies or similar technologies. For more information, regarding the use of cookies, please find our Cookies Policy.

C. Personal data you give us about others

When you purchase a service from www.vola.ro/www.vola.bg or via any other channel (phone, email, chat, Facebook Instagram, TikTok, Youtube, or any social media network, or application such as WhatsApp etc.), you may be doing a trip with other guests whose details you provide as part of the booking process, or you may purchase a service on behalf of someone else or also for any other person on the same booking. In these circumstances, it is your responsibility to make sure that the person you have provided personal data about is aware that you’ve done so and has understood and accepted the way we use their information as described in our Privacy Policy.

Collection and use of personal data by Vola.ro

Vola.ro uses your stored personal information - the details provided at registration and your activity carried on our website - mainly in order to facilitate your access to the site, improve products and services and to inform you on the latest products and services you are interested in.

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

A. Providing our services

First of all, we are using your personal data in order to issue the travel services or any other additional services ordered by you.

B. Communicating with you

We are using your personal data in order to contact you regarding the services you purchased from us. We may contact you by email, chat, by post, by phone or by texting you. The method depends on the contact information you have previously shared with us and on the method, you used for contacting us.

The reasons for contacting you may include:

1. managing of your purchased travel/travel-related services;
2. confirming with you the details of your trip;
3. offering you, our consulting services for services related to the purchased trip: how to get from the airport to the hotel, what to visit at the destination, which area in the destination is better to book the accommodation etc.;
4. responding to and handling any requests you have made;
5. sending you a questionnaire or invite you to provide a review about your experience with us, after purchasing our services;
6. sending you, a questionnaire or an invitation to provide us your level of satisfaction, as our client, by means of a survey;
7. sending you other administrative information or materials related to the services you purchased, such as security alerts, how to contact us if you need assistance while you are away, and information that we feel that might be useful to you in planning your holiday;
8. sending you a questionnaire or inviting you to provide a review about your experience with the service provider or the hotel;
9. sending you materials related to upcoming reservations or a summary of previous reservations you made through Vola.ro;
10. if you indicate whether a guest review is helpful or not, we will aggregate this with feedback from other customers in order to sort and prioritize guest reviews. We may use the information in your lists or in other destination-related information you share with us. This is to help other clients like you find the best services to suit them.

C. Customer service

Your personal data, such as information regarding the services you have purchased or information about your user account is used in order to find appropriate solutions for your requests, complaints/disputes and responding to any questions you might have about the services you purchased or any other queries.

Your personal data, such as information regarding the services you have purchased or information about your user account is used in order to find appropriate solutions for your requests, complaints/disputes and responding to any questions you might have about the services you purchased or any other queries.

When you contact us (by phone, email, chat, face to face at our premises/airports’ offices, Facebook or any social media network, WhatsApp etc.), Vola.ro uses an automated phone application in order to detect your telephone number from your existing reservations. Vola.ro agents will ask you a few details in order to identify you properly. We will ask you details used in your bookings, so if you will not be able to provide us enough details, we might not be able to help you with the request/complaint.

D. Creating your account on our website

You have the option to create a user account on www.vola.ro/www.vola.bg.

We use the information provided by you in order to manage this account, allowing you to purchase our services, manage your purchased services, take advantage of special offers and manage your settings.

You have to be 18 or older in order to create a user account on www.vola.ro/www.vola.bg.

The minors may use our Site, only with the involvement and/or approval of a parent or legal representative as per our Terms and Conditions. If we are notified that we have processed a minor's data without the valid consent of a parent or guardian, we will delete it.

E. Marketing activities

We are using the personal data you provided for marketing activities, which may include:

1. using your email address to send you a newsletter regarding our products and services or for providing the Fare Alerts service. You can unsubscribe from email marketing communications at any time by clicking on the Unsubscribe link included at the end of each email;
2. using your e-mail address to send you push notifications regarding different types of tickets/packages/fares or our services/products. You can unsubscribe from email marketing communications at any time by clicking on the Unsubscribe link included at the end of each email;
3. based on information regarding your previous searches and purchases, we may include tailored offers in our newsletters, in order to allow you to choose from the best offers that might interest you;
4. if you participate in other promotional activities we may carry, relevant information will be used to administer these activities;
5. from time to time, we might ask you to take part in market research. When you are invited to participate you will receive all the necessary information in order to understand what personal data is collected and how your personal data is used further.

You have to be 16 or older in order to subscribe to our email marketing communications.

F. Improving our services

We strive to constantly improve our services and we may use personal data for analytical purposes, in order to optimize and customize our online platform to your needs, making our site easier and more enjoyable to use, and to improve our customer service.

It is possible to use dedicated technologies - in order to better understand our users’ needs and to optimize this service and experience. Such technologies - help us to better understand our users experience (e.g. how much time they spend on which pages, which links they choose to click, what users do and don’t like, etc.) and this enables us to build and maintain our service with user feedback.

G. Call monitoring

When you use our customer service phone lines in order to reach us or when we contact you by phone, we will record the call for the following reasons: improving the quality and performance of our team, handling complaints, training materials. During calls with our customer service team, live listening may occur or calls may be recorded for quality control and training purposes which include the usage of the recordings for the handling of claims and fraud detection purposes.

H. Legal purposes

We may use your data for compliance with our legal obligations (such as record keeping obligations), compliance screening or recording obligations (e.g. under antitrust laws, export laws, trade sanction and embargo laws, for anti-money laundering, financial and credit check and fraud and crime prevention and detection purposes).

Also, we may use your data, if necessary, in order to comply with court orders and pursue or defend our legal rights.

I. Security of our premises

We are using a video surveillance system, in order to ensure the security of our premises, for purposes relating to safety of individuals and security of buildings and property. In furtherance of these purposes, video surveillance may be used to monitor exterior and interior areas of our office where there is no reasonable expectation of affecting your privacy.

J. Customer Comments

The platform www.vola.ro/www.vola.bg allows you to post your opinion about some services purchased from us. If you choose to post comments, your name and comments about our services could be viewed by other users of the website.

K. Execution of the contract with our partners

Also, if you are the legal or authorized representative of a contractual partner it is possible to use your data, i.e. name, surname, e-mail address, position, if necessary, in order to conclude contracts with our contractual partners.

Legal grounds for processing your personal data

Considering that you are entitled to know the purpose of processing your personal data, we will inform you prior to processing your personal data in other purposes than that for which you disclosed your personal data to us.

Performance of the contractual relationships with our clients

Based on the agreement or terms and conditions accepted by you, as a client of Vola.ro, we will process all personal data you made available to us, as well as any other data necessary to provide our services, according to contractual provisions and those of the Romania law.

This performance of the contractual relationships is a ground for processing your personal data for the following purposes: providing our services, communicating with you and customer service-related activities.

Legitimate interests

We may use your information for our legitimate interests, such as to provide our services, in case the service is purchased by another person than the beneficiary.

We may use your information for our legitimate interests to provide you with the best suitable content of the website, emails and newsletters, to improve and promote our products and services and the content of www.vola.ro/www.vola.bg website, and for call monitoring, administrative purposes, including the security of our premises, and legal purposes. We may also ask you to complete customer satisfaction survey forms.

In case you have purchased a service from www.vola.ro/www.vola.bg, we will subscribe you to our newsletter for related products and services, in accordance with the Romania law. You have the option to opt-out for receiving such newsletters, both at the moment of purchasing the service and by clicking the unsubscribe button at the end of each email or by sending us an email with the text „Unsubscribe” at [email protected].

Also, we are relying upon the legitimate interest when you are creating your user account on our website.

Your consent

We are using your personal data based on your specific consent in order to subscribe to our newsletter regarding our products and services or to the Fare Alerts service by filing the relevant forms. You can withdraw your consent by clicking the unsubscribe button at the end of each email or by sending an email with the text „Unsubscribe” at [email protected].

If you choose to post comments on some services purchased from us, we rely on your consent to the processing of these data. You can withdraw your consent by sending an email to [email protected]

Legal obligation

We may process some of your data in the context of providing the services based on legal obligations (i.e. reporting purposes or for anti-money laundering purposes, billing, consideration of possible customer complaints, fulfilment of GDPR requests) or the obligations imposed upon Vola.ro by the applicable laws.

Where Tourism Service Providers' Privacy Policies apply, you will find a link to them on our Site.

Recipients of personal data

As a rule, Vola.ro will not deliver (by selling or renting) your personal information to third parties. However, Vola.ro will transmit the information to third parties when this is needed for the purpose of the processing, such as in the following cases:

Travel services providers

The personal data necessary for the issuance of the travel services you purchased will be transferred to the third party - Travel Service Providers in order that the travel services or additional services to be issued. Travel Service Providers’ Privacy Notices shall apply, and when so, you will find a link to them in the booking funnel on our Site.

Business partners/Other Related Travel Services Providers

We may work with business partners which provide:

• the services sold on the Site (insurance, payment providers or other travel related services).
• customer services and support tools in order to respond to your requests and manage the communications with you if needed;
• customer relationship management and marketing solutions. They allow us to manage customized commercial communications and/or display customized ads throughout the web.
• payment and fraud services (e.g. payment processors, banks, fraud prevention and chargeback management services, etc.).
• IT infrastructure providers, software solutions, analytical service providers. They help us provide you with an available and secure Site.

When you purchase a service from us, certain personal data necessary for providing such service, such as your name and email address, your address, payment details and other relevant information, may be forwarded to our business partners.

The data forwarded to our business partners is limited to the personal data necessary for providing the service, as determined by the business partner.

Competent authorities

We may disclose personal data to law enforcement insofar as it is required by law or is strictly necessary for the prevention, detection or prosecution of criminal acts and fraud or if we are otherwise legally obliged to do so. We may need to further disclose personal data to competent authorities to protect and defend our rights or properties, or the rights and properties of our business partners.

Other cases

We may use your data provided when using the Social platforms (Facebook, Instagram, YouTube, TikTok). Thus, when login with your social media profile, clicking on a social media “like” button integrated into our Site by plugins, or using any social media services to interact with us, your data can be shared between us and the social media providers (e.g. your user names, email address, profile pictures, your contact, etc.).

We may transfer your data and the data you provided to us regarding other people on the same booking to our partners if it is necessary to obtain compensation under EC Regulation 261/2004 for the delay or cancellation of the flight or in case of boarding denial.

Also, in -other specific cases, when collecting your personal data, if necessary, we may ask for your consent for forwarding the data to third parties. In this latter case, we will inform you upon such processing and we will not proceed to forwarding the data prior to obtaining your consent.

Our group companies

We share your data within our group companies for internal purposes relating to management centralization.

Other cases where we process your data

Subscribing to the Newsletter via WhatsApp

The purpose of data processing / Legal grounds: Through this page you can subscribe to the "WhatsApp" instant messages newsletter. The legal grounds for data processing in order to send the newsletter: your consent according to art. 6 par. (1) lit. (f) of the GDPR. The purpose of data processing to send the newsletter is to serve our clients' wishes and interests for offers, contests, promotions, surveys, and other services offered by Vola.ro.

By adding the Vola.ro phone number to your address book and sending a "START" message to Vola.ro via WhatsApp, you agree to receive commercial communications through WhatsApp and permission to process your data, such as your phone number, WhatsApp ID, profile picture, device information, and all the messages sent to Vola.ro in order to send you relevant information and to inform you through the newsletter about offers, contests, promotions, surveys, as well as other services provided by Vola.ro. Submitting the WhatsApp newsletter is done through a WhatsApp account created on our behalf.

You always have the option to withdraw your consent to receive the Vola.ro "WhatsApp" instant messages newsletter with future effects by sending a "STOP" message to the Vola.ro WhatsApp account from which you received the newsletter. After that you will not receive any newsletters. Any data previously saved under your agreement will be erased.

Recipients / Recipient Categories: The data collected in order to subscribe to the WhatsApp Newsletter are generally available to Vola.ro, responsible for developing and providing technical support for sending the newsletter.

Data processors

For the processing of personal data, we can use data processors, such as providers of IT solutions necessary for business management, including financial accounting solutions, providers of contract management solutions or conference organizers. We shall execute agreements for the processing of personal data with all data processors, including adequate clauses to ensure that data processors undertake obligations to process personal data (including to delete them) in full agreement with the applicable laws and which provide proper protection to your personal data.

Storage duration

We have implemented technical and organisational measures to establish the process and the criteria set forth for deleting or erasing your personal data.

Your personal data will be deleted or erased when it is no longer reasonably required for the Permitted Purposes or when you withdraw your consent (where applicable) and we are not legally required to continue storing such data. Nevertheless, we will retain your personal data where required for us to assert or defend you or other person against potential legal claims until the end of the relevant retention period or until the claims in question have been settled.