We (hereafter “MisterFly”) are working each day to help our customers to travel more intelligently. And just like you, your data travels, according to your destination and the providers (airlines, hotels, car hire companies etc.) with whom you travel. We act as an intermediary with the providers and you authorise us to make a reservation. In this context, we collect personal data that you send to us in order to make the reservation.
Processing your personal data in line with our values
Personal data that we collect
When you browse our website or mobile application or use our online chat, we collect:
When you purchase our products online, we collect:
When you communicate by telephone with us,
When you contact us using our form, by email or post, or via online chat, for any reason whatsoever, we collect all the personal data that you provide.
Other personal data sources
MisterFly is present on social networks. We notably have our Facebook, Twitter, YouTube, Instagram, etc. web pages whether they are fan pages or dedicated applications. We remind you that access to these social networks requires your acceptance of their contractual conditions comprising provisions relating to personal data regulations for the processing of data carried out by them. To know more about the protection of your personal data whilst browsing these social networks, we ask you to consult their own privacy policies.
Data relating to minors below the age of 18
Any person purchasing a trip, stay or any other service on the MisterFly website must be at least 18 years of age and be legally able to enter into a contract/agreement. Reservations for minors must be made by the legal representative or by any adult person with the authority to do so. The personal data of minors is imperative for carrying out the trip.
Use of your personal data
Your personal data will be collected for the processing of your reservation and in accordance with the legal framework. We use your personal data:
To make your reservation
We process your personal data in order to manage your reservation, find the products and services that you wish to reserve or such as you have reserved and assist you as part of any reservation, complaint or reimbursement that you may request. This includes the management of non-payments, disputes and anti-fraud provisions.
To offer you assistance in exercising your rights in accordance with European Regulation n°261/2004
We send the personal data related to your reservation to our partner who will provide its assistance with respect to compensation in case of flight delay and cancellation.
To improve our products, tailor your customer experience and why cookies and IP addresses are used
We use personal data to manage and improve our products, website, mobile application and other services. We monitor the way in which our services are used in order to help us to protect your personal data, detect and prevent fraud or other crimes and the misuse of our services. We do this to ensure that you are able to use our services securely. We may use personal data to react to security operations, accidents or other similar incidents and manage them, including for medical and insurance purposes. We use some data anonymously for internal market study and research and development purposes, and to deploy and improve our product range, services, computer systems, security, know-how and the way in which we communicate with you.
To contact you and interact with you
We are always mindful of providing you with the best possible service as a customer. Thus, if you contact us, for example by email, regular mail, telephone or through social networks, we may use your personal data for any clarification or assistance that you request.
We have to process your personal data in order to manage promotions or competitions in which you have chosen to take part, including the promotions or competitions organised with our providers and distribution partners. For example: if you win a prize, we may ask you to take part in surveys, questionnaires and other customer research carried out by our group and other companies on our behalf. In order to better serve you as a customer and provide you with marketing services and communications (including online ads corresponding to your areas of interest), we may merge the personal data that we collect during your purchases from our website, mobile applications and other sources.
To measure and analyse the traffic
We use products that analyse the traffic on our website and mobile application in order to understand our visitors’ expectations and continually improve our website and mobile application. We collect only global and anonymous statistics. We guarantee that we will not establish any correlation between a specific visit and a particular IP address.
We do not sell your personal data to third parties.
We send you relevant offers and news concerning our products and services in various ways, notably by e-mail. We may also send you information about the products and services of other companies that we deem may be of interest to you. When you book via our website and mobile application, you receive our marketing communications. You may unsubscribe at any time using the dedicated link that appears on our marketing emails.
Non-communication of personal information
When we are legally or contractually required to collect personal information about you and you do not communicate this data to us when we ask you for it, we will be obliged to cancel the reservation that you have made.
Our role as a travel agency is to find the best providers (airline, hotel, car hire, etc.) in order to offer you the most suitable travel services. To meet this promise, we have to share your personal data with the following third parties:
We also work with providers who perform certain functions on our behalf. These providers act as subcontractors and process data under our authority. For example, these providers deal with IT services, data storage and compilation, marketing, payment processing and product and service delivery.
We may also be required to share personal data in order to establish, exercise or defend our legal rights; this includes the transmission of personal data to third parties in order to prevent fraud and reduce credit risk.
Some service providers may not use your personal data for any purpose other than the specific service in question. In addition, we will only send them the elements of your personal data that they actually need for carrying out the service reserved.
In order to enable you to travel, the disclosure and processing of your personal data may be mandatory (in accordance with the governmental requirements at the point(s) of departure, transit and/or arrival) for the purposes of immigration, border control, security and anti-terrorism or for any other purposes deemed appropriate by the authorities.
Some countries will only authorise the trip if they are provided with prior passenger information (for example Caricom API Data and US Secure Flight Data). These requirements may vary according to your destination. We advise you to check them.
In case of illegal activities or suspicion of illegal activities, for investigation or search warrant purposes, your personal data may be sent, upon request, to the judicial or supervisory authorities: police, gendarmerie, judge and public prosecutor, Departmental Directorate for the Protection of Populations [DDPP] (e.g. Directorate-General for Competition, Consumer Affairs and Prevention of Fraud [DGCCRF]), tax or social services, etc.
We may share strictly necessary personal data with other public bodies if required by law or if we are legally authorised to do so.
Protection of your personal data
We understand the importance of the protection and management of your personal data. We use a range of intelligent security measures (physical, electronic and administrative) to protect the information that we collect about you against any accidental loss and any unauthorised access, use, alteration and disclosure.
Data transfer outside the European Economic Area (EEA)
The personal data that we collect from you may be transferred and stored at a location within the EEA or by companies located outside the EEA. In case of subcontracting outside the EEA, we ensure that security is respected. In the context of a service (airline, hotel or on-site activity), each company is responsible for its collection and processing.
When you use our services, in accordance with the storage limitation principle of personal data, MisterFly securely stores personal data, but we will never keep it longer than is necessary whilst complying with legal and regulatory requirements. In some cases, we will be able to make your personal data anonymous (so that it cannot be associated with you) for statistical purposes.
Links to other websites
Our website or mobile application may contain links to other websites operated by other companies who have their own privacy policies. You should read these privacy policies carefully before communicating your personal data to the website of another company, as we disclaim any liability concerning the websites of other companies.
Transfer of personal data within the MisterFly group
The MisterFly group consists of the enterprises controlled by MisterFly SAS directly or indirectly, within the meaning of Article L. 233-3 et seq. of the French Commercial Code. We may share when it’s necessary your personal data with the enterprises within the MisterFly group, for purposes, for example, of providing you with the products and services that you booked, managing and improving our products, services and daily operations, helping personalize your experience, getting into contact and communicating with you if necessary and, with your permission and if necessary, for marketing or market research purposes.
If you wish to exercise your individual rights to your personal data, you have the right to:
For any request involving an intervention on your personal data or for any complaint regarding our policy, we ask that you contact our data protection officer (identified by the abbreviation “DPO”) by email at [email protected] We advise you to attach a copy of your identity document to your request so that we are able to confirm your identity. We will endeavour to reply to all legitimate requests within one month. Occasionally, it may take us longer than one month if your request is particularly complex or if you have submitted numerous requests. In this case, we will inform you and will keep you informed. If you are not satisfied with our replies, you may file a complaint with the local data protection authorities: https://www.cnil.fr/fr/plaintes.
No fees usually required
You will not be required to pay fees to access your personal data (or exercise any one of your other rights). However, we may impose reasonable fees if your request is clearly unfounded, repetitive or excessive.
This policy replaces all previous versions. Please consult it regularly on our website for any updates.
What is a "cookie"?
A cookie is a small text file placed on your computer, mobile or tablet when visiting a site or viewing an advertisement. Their main purpose is to collect information relating to your browsing on the sites and to send you personalised services. Cookies are managed by your internet browser.
Who places the cookies?
Different types of cookies
Different types of cookies are used on our site. They have different purposes. Some are necessary for your use of our site.
Accepting or rejecting cookies, your cookie choices
We remind you that by rejecting certain cookies, you may have difficulty browsing our website and would be unable to benefit from our full range of services.
If your browser is configured so that it rejects all cookies, you will not be able to make purchases or enjoy our site's essential features such as, for example, storing items in your basket or receiving personalised recommendations. In order to manage the cookies more closely in line with your requirements, please take into account the purpose of the cookies when configuring your browser, as mentioned above.
Last update: August 2019