Privacy Policy

We protect your personal data

We want you to feel safe when you provide your personal data to us. Personal data means any information that may be related to a living and identified or identifiable natural person (the “data subject”). Personal data includes all types of information that is directly or indirectly (that is, used in conjunction with other data) referable to the data subject, such as names, date of birth, addresses, e-mail addresses, telephone numbers etc.

It is therefore important for us to be transparent about how and why we process your personal data that we collect from you or other sources. Therefore, we’d like to inform you about the sources from which we collect your personal data, which personal data we process, why and for how long, which recipients we share your personal data with and what rights you have according to the European General Data Protection Regulation (GDPR).

Insurello AB, owner of IfDelayed and below mentioned as “IfDelayed”, “we” or “us”, is responsible for the processing of your personal data in accordance with this privacy policy, unless otherwise expressly stated and notified.

From which sources do we collect personal data

Yourself

We collect personal data from you, e.g. when you create an account on our website or when you communicate with us.

Our partners

We also access your personal data through our partners to whom you’ve provided personal data in accordance with their privacy policy as well as their terms and conditions that you’ve consented to.

Information services

We collect personal data from information services to ensure that the information that we have are correct and up to date, e.g. your name and address. We may also collect non-private data from airport websites, which we combine with the private data submitted by you and our partners.

What personal data we process, why and for how long

To manage customer relationships

We process your personal data in order to handle the customer relationship, e.g. to register basic information about you, communicate with you and to manage your user account on our website.

We process the following personal data to handle the customer relationship: identity information (e.g. name, customer number, date of birth and national identity number), contact information (e.g. phone number and email address) and image (e.g. your portrait and picture of your identity document – for authentication). The processing is necessary for us to be able to fulfill our obligations towards you in accordance with the terms of our service. National identity numbers are processed as a necessary authentication of your identity.

These personal data are retained for the purpose explained above, as long as you have an active account and normally for a time period of twelve (12) months thereafter.

To inform and answer inquiries

We process your personal data in order to inform and answer inquiries from you, e.g. regarding an ongoing case or as a potential customer; we also inform you as a traveler, free of charge, by e-mail about air passenger rights, flight data, airport data and other air traffic related services of relevance.

We process the following personal data to inform and answer inquiries: identity information (e.g. name and customer number) and contact information (e.g. phone number and email address). The processing is motivated by our legitimate interest in answering your questions and offering good customer service.

These personal data are retained for this purpose for twelve (12) months if you aren’t a customer, or, if you are a customer, for as long as you have an active account and for a time period of twelve (12) months thereafter.

To handle customer cases

We process your personal data in order to handle your case and pursue your rights according to the EC Regulation 261/2004 or any other applicable air passenger rights regulation, e.g. to assess whether or not your case is eligible for a claim, to file claims and/or lawsuits, to communicate with respective parties and to administer compensation.

We process the following personal data when handling a customer case: identity information (e.g. name, customer number, date of birth and national identity number), contact information (e.g. telephone number, home address and email address), information about your flight that was delayed, cancelled or overbooked (e.g. booking number, ticket number, flight details and traveling companion), image (e.g. your portrait and picture of your identity document – for authentication) and bank account information (e.g. bank account number). The processing is necessary for us to fulfill our obligations towards you in accordance with the terms of our service. National identity numbers are processed as a necessary authentication of your identity.

These personal data are retained for this purpose during the customer relationship and for a time period of twelve (12) months thereafter.

To send offers

We process your personal data in order to provide you with various offers about our own and our partners’ services in various channels.

We process the following personal data in order to provide offers: identity information (e.g. names), contact information (e.g. telephone number, home address and email address) and information about your flight that was delayed, cancelled or overbooked (e.g. booking number, ticket number, flight details and traveling companion). The processing is motivated by our legitimate interest in extending offers regarding our own and our selected partners’ services.

Whenever required, our partners’ will acquire your explicit consent according to applicable marketing regulations.

These personal data are retained for this purpose for a time period of twelve (12) months if you aren’t a customer, or, if you are a customer, during the customer relationship and for a time period of twelve (12) months thereafter.

To conduct customer surveys

We process your personal data for the purpose of conducting customer surveys, e.g. to send out surveys and to evaluate the results.

We process the following personal data to conduct customer surveys: identity information (e.g. names) and contact information (e.g. phone number and email address. The processing is motivated by our legitimate interest in receiving information about your perceptions of us in general and our services, and also your customer experience in particular.

These personal data are retained for this purpose for a time period of twelve (12) months from the time of the survey.

To carry out follow-ups and evaluation

We process your personal data in order to develop reports and statistics at an overall level for follow-ups and evaluation of our activities and services, and to improve them, e.g. to see how many claims have been handled, how much compensation has been paid and map out our average handling time.

We de-identify the information processed for this purpose. The processing is motivated by our legitimate interest in following up and evaluating our activities and services.

Assess, submit and defend against legal claims

We process your data for the purpose of assessing, submitting and defending against any legal claim, e.g. to handle complaints and claims both outside and within legal processes.

We process the following personal data for these purposes: identity information (e.g. name, customer number, date of birth and national identity number), contact information (e.g. telephone number, home address and email address), information regarding your case (e.g. booking number, ticket number, flight details and traveling companion) and bank account information (e.g. bank account number). The processing is motivated by our legitimate interests. The processing of your national identity number is necessary for the same purpose.

These personal data are retained for as long as a claim is still viable and, furthermore, for the time period necessary to handle the claim.

Fulfill legal obligations

We process your personal data in order to fulfill our legal obligations, e.g. retention requirements in accordance to the Swedish Book-keeping Act.

We process the following personal data for this purpose: identity information (e.g. name and customer number), and bank details, as well as information regarding your flight compensation and payout. The processing is necessary for us to fulfill our legal obligations according to both national and European laws and regulations.

The personal data are retained for the time period necessary for each legal obligation, e.g. the Swedish Book-keeping Act requires retainment for a time period of seven (7) years after the end of the calendar year in which the current financial year ended.

Life cycle management, security measures and development of our systems and products

We process your personal data for the purpose of managing product and software life cycles, security measures and development of our systems and products, e.g. error diagnosis, backups, record-keeping, bug solutions and alternation management on our systems and products.

Personal data included in backup logs are retained during the customer relationship and a time period of twelve (12) months thereafter.

We de-identify your personal data when carrying out the rest of the above-mentioned purposes. The processing is motivated by our legitimate interests.

Recipients with whom we share personal data

Counterparties

We share your personal data with the counterparties in connection with the handling of your claim. The counterparties are responsible for the personal data that they process for their own purposes.

We share the following personal data with relevant counterparties: identity information (e.g. name, customer number, date of birth and national identity number), contact information (e.g. telephone number, home address and email address), information about your flight that was delayed, cancelled or overbooked (e.g. booking number, ticket number, flight details and traveling companion), image (e.g. your portrait and picture of your identity document – for authentication) and bank account information (e.g. bank account number). The processing is necessary for us to fulfill our obligations towards you in accordance with the terms of our service. The processing that the transfer entails is based on the same legal basis as the processing of handling claims.

Service providers (data processors)

In order to fulfill the purposes of our processing of your personal data, we share your personal data with companies that provide services to us, e.g. IT services and mail services. These companies may only process your personal data in accordance with our expressed and documented instructions and may not use your personal data for their own purposes. They are also obliged by the law and contractual agreement to protect your personal data.

Administrative authorities

We provide necessary personal data to administrative authorities if we have a legal obligation to do so. The processing is then necessary for us to be able to fulfill our legal obligations upon which each administrative authority may support their demand.

Courts of law, counterparties, etc.

In connection with a claim or a legal dispute, we may transfer personal data to concerned parties and institution, e.g. court, counterparty, investigator and external advisor. The processing is motivated by our legitimate interest in assessing, submitting and defending against legal claims.

Potential buyers or sellers

We may share information, including personal data, with potential buyers and sellers if we are to sell all or part of the business or in a merger. Personal data that we may share with potential buyers or sellers is the information that we have collected and processed in accordance with the information above. We, however, never share any sensitive personal data with potential buyers and sellers. The processing is motivated by our legitimate interest in carrying out the sale or merger.

Do we transfer your personal data to third countries (i.e. outside of EU/EEA)?

We always strive to process your personal data within the EU/EEA so you can feel secure that your data is adequately protected. In some cases, however, your personal data may be transferred to and processed by our service providers in a country outside the EU/EEA. To ensure that your personal data is always protected, we will under all circumstances have adequate security measures in place, e.g. data protection agreements that require processors to protect the personal data in the same way as we do. A current list of the countries to which we, where applicable, transfer your personal data can be obtained upon request. You also have the right to request information of the security measures we have in place.

Do we use automated decision-making?

We do not use automated decision-making (including profiling) within the meaning of article 22 GDPR.

If we apply such processes in the future, we will inform you separately in accordance with the applicable statutory provisions.

Your rights in connection to us processing your personal data

You can:

  • withdraw your expressed consent regarding forthcoming processing (art. 7 GDPR),
  • request access to your personal data (art. 15 GDPR),
  • request the rectification of incorrect personal data (art. 16 GDPR),
  • request the erasure of your personal data (art. 17 GDPR),
  • request the restriction of the processing of your personal data (art. 18 GDPR),
  • request data portability – only when data has been provided by you and only when, processing lies on your expressed consent or our contractual obligations (art. 20 GDPR), and
  • file complaint to the Swedish Data Protection Authority (Art. 77 GDPR).

You also have the right, at any time, to oppose our processing of your personal data for direct marketing purposes and to unsubscribe from further mailings by using our opt-out link attached in each mailing, or by notifying us of this through e.g. email.

Use of cookies

We use cookies. A cookie is a file containing an identifier that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server. Cookies may be either “persistent” cookies or “session” cookies:

  • a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the you, the user, before the expiry date;
  • a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

The cookies that we collect and use do not contain information that can identify individuals. We use both persistent and session cookies on our website. Cookies that is not necessary will only be retained and used with your consent. You may adjust your cookie-settings at any time and in that way revoke your consent of further retention and usage. If you do not wish to accept cookies, your web browser can be set to automatically deny the storage of cookies or to inform you each time a website requests permission to store a cookie. Previously stored cookies can also be deleted via the web browser. Please, visit the web browser’s help pages for more information. We also highly recommend that you read our Cookie Policy in full.

Changes and additions to this information

We may update this information text, e.g. if we were to process your data for new purposes, collect additional data or share your data with recipients other than those listed above. In such cases, you will receive an updated information text where the changes will be notified. The latest version of our data protection policy is always published on the website.

In case of any questions

If you have any questions about the processing of your personal data, you are welcome to contact our data protection officer at [email protected]

The Swedish Data Protection Authority

If you are not satisfied with the answer you have received from us, you have the right to submit a complaint to the Swedish Data Protection Authority; get the contact details on www.datainspektionen.se.

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is an official flight claim partner of

Välkommen

I samarbete med Solid Försäkring hjälper vi dig att söka ersättning för din flygförsening. Det kostar ingenting söka men lyckas vi hjälpa dig få ersättning tar vi 30% av beloppet.