Privacy Policy
How we collect, use, and protect your personal information when you use our flight assistance services.
Information We Collect
When you contact or interact with Travel Resolution Hub, we may collect the following categories of personal information:
- Contact details – your full name and phone number provided when you call or submit an enquiry.
- Call recordings – recordings of telephone calls made to or from our service lines for quality assurance and training purposes.
- Technical data – your IP address, browser type, operating system, and device identifiers collected automatically when you visit our website.
- Cookie data – data collected through cookies and similar tracking technologies placed on your device during your visit (see Section 4).
- Google Ads click data – information about which advertisements directed you to our website, including click identifiers (GCLID) assigned by Google Ads.
- Service enquiry information – details you share about your flight booking, travel plans, or issue, which may include flight numbers, booking references, or travel dates.
We collect only the minimum personal information necessary to provide you with flight assistance services. We do not collect sensitive information such as health records, financial account credentials, or government identification numbers.
How We Use Your Information
We use the personal information we collect for the following purposes:
- Service delivery – to respond to your flight enquiry, facilitate booking assistance, and connect you with the appropriate team members.
- Call tracking & quality assurance – to monitor and improve the quality of our telephone assistance, and to train our team.
- Google Ads conversion tracking – to measure the effectiveness of our advertising campaigns by reporting call and conversion events to Google.
- Website analytics – to understand how visitors use our website and to improve the content and experience we provide.
- Improving our service – to identify common flight issues, improve our processes, and train our team to better assist travellers.
- Legal compliance – to meet our obligations under applicable US privacy legislation.
We will not use your personal information for direct marketing without your explicit consent, and we will not sell your personal information to third parties.
Call Recording Notice
Calls made to or from our service lines may be recorded. By continuing a call with our team, you consent to the recording of that call.
Recording Notice: When you call Travel Resolution Hub on +1 888 754 0237, you will be notified that the call may be recorded. Recording is used for quality assurance, training, and service improvement purposes only.
Call recordings are stored securely and are accessible only to authorised team members. Recordings are retained for a period of 12 months, after which they are permanently deleted.
Third-Party Services
We use the following third-party platforms which may process your personal data on our behalf:
- Google Ads – we use Google Ads to advertise our services. Google's advertising systems use cookies and click identifiers to serve relevant ads and to track conversions.
- Google Analytics – we use Google Analytics to analyse website traffic and user behaviour. You can opt out by installing the Google Analytics Opt-out Browser Add-on.
We are not responsible for the privacy practices of airline websites or other external sites you may access via links from our website.
Data Retention
We retain personal information only for as long as necessary to fulfil the purpose for which it was collected. Our standard retention periods:
- Call recordings – retained for 12 months, then permanently deleted.
- Enquiry records – retained for up to 24 months for follow-up and service improvement analysis.
- Cookie data – governed by your browser settings and individual cookie expiry periods.
- Google Analytics data – anonymised usage data retained by Google per their data retention policies.
Your Rights
US residents may have rights under applicable state privacy laws (e.g., CCPA in California). Contact us to exercise any rights regarding your personal information.
You have the following rights in relation to your personal information:
- Access – you may request access to the personal information we hold about you.
- Correction – you may request that we correct inaccurate or incomplete information.
- Deletion – in certain circumstances, you may request deletion of your personal information.
- Objection – you may object to certain uses of your personal information.
- Complaint – if you believe we have handled your personal information inappropriately, you may lodge a complaint with us directly.
How to Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy, please contact our privacy team:
Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make changes, we will update the "Last updated" date at the top of this page.
Your continued use of our services following any update to this Privacy Policy constitutes your acceptance of the updated terms.