Privacy Policy

At Voos (voos.org), we take your privacy seriously. This Privacy Policy explains what personal data we collect, why we collect it, how we use it, and your rights under applicable data protection laws, including the EU General Data Protection Regulation (GDPR).

1. Who We Are

Voos is a flight compensation claim service operating at voos.org. We help air passengers assert their rights under EU Regulation 261/2004 (EU261) and equivalent legislation. References to "Voos," "we," "our," or "us" in this policy refer to the operator of voos.org.

For any privacy-related inquiries, you can reach us at: [email protected]

2. What Data We Collect

We collect personal data in the following circumstances:

a) When you submit a compensation claim

• Full name
• Email address and phone number
• Passport or national ID details (where required for legal proceedings)
• Flight details (flight number, date, departure and arrival airports)
• Booking confirmation and/or boarding pass
• Bank account details (for compensation payout)
• Signed assignment or power of attorney documentation

b) When you use our website

• IP address and browser type
• Pages visited and time spent on the site
• Referring URL
• Cookie data (see Section 7)

c) When you contact us

• Name, email address, and the content of your message

3. Legal Basis for Processing

We process your personal data on the following legal grounds:

4. How We Use Your Data

We use your personal data solely for the following purposes:

• Evaluating your eligibility for flight compensation
• Processing and managing your compensation claim on your behalf
• Communicating with airlines, national enforcement bodies, and courts where necessary
• Sending you updates on the status of your claim
• Complying with legal and regulatory obligations
• Improving our services and website experience

We do not sell your personal data to third parties, and we do not use it for automated decision-making or profiling that produces legal effects.

5. Who We Share Your Data With

To handle your claim, we may share your data with:

• Airlines — to submit your claim and supporting documentation
• Legal partners and law firms — where litigation or formal enforcement is required
• National Enforcement Bodies (NEBs) — in the relevant EU/UK member state
• Payment processors — to transfer your compensation payout securely
• IT and hosting providers — who process data on our behalf under data processing agreements

All third-party processors are bound by confidentiality obligations and may only use your data for the specific purpose for which it was shared.

6. International Data Transfers

Where we transfer personal data outside the European Economic Area (EEA), we ensure appropriate safeguards are in place, such as Standard Contractual Clauses (SCCs) approved by the European Commission. We will only transfer data to countries that provide an adequate level of protection, or where such safeguards have been contractually established.

7. Cookies

We use cookies to operate and improve our website. These include:

• Essential cookies — required for the site to function correctly
• Analytics cookies — to understand how visitors use our site (e.g. Google Analytics)
• Preference cookies — to remember your language and settings

You can manage your cookie preferences at any time via your browser settings or our cookie consent banner. Disabling non-essential cookies will not affect your ability to submit a claim.

8. Data Retention

We retain your personal data for as long as necessary to fulfil the purposes for which it was collected, including:

• Active claims: for the duration of the claims process plus a reasonable period thereafter
• Closed claims: up to 7 years, to comply with legal and accounting obligations
• Website analytics data: up to 26 months
• Contact enquiries: up to 2 years from last contact

After retention periods expire, your data is securely deleted or anonymised.

9. Your Rights

Under the GDPR (and equivalent UK GDPR legislation), you have the following rights:

To exercise any of these rights, contact us at [email protected]. We will respond within 30 days. You also have the right to lodge a complaint with your local data protection authority.

10. Data Security

We implement industry-standard technical and organisational measures to protect your personal data against unauthorised access, loss, or disclosure. These include encrypted data transmission (HTTPS/TLS), restricted staff access, and regular security reviews. In the event of a data breach that poses a risk to your rights, we will notify the relevant supervisory authority and, where required, affected individuals within the timeframes prescribed by law.

11. Children's Privacy

Our services are not directed at individuals under the age of 18. We do not knowingly collect personal data from minors. If you believe a minor has submitted data through our platform, please contact us immediately at [email protected] and we will take prompt action to delete it.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. When we do, we will revise the "Last updated" date at the top of this page. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Us