This website is operated by GetFlightHelp ("we," "us," or "our"). We operate as an independent travel assistance platform and are not affiliated with, endorsed by, or sponsored by any airline. This Privacy Policy explains what information we collect when you visit getflighthelp.com, how we use it, and your rights in relation to it. By using our website, you agree to the practices described here.
We take your privacy seriously. This policy is written in plain language so you understand exactly what data we handle and why.
1. Information We Collect
Information you provide directly
We collect information you voluntarily provide when you contact us, including:
- Your name and contact information
- Flight booking details (confirmation numbers, travel dates, airline, passenger names)
- Phone number when you call our concierge service at (844) 679-4411
- Any other details you share during our conversations
Information collected automatically
When you visit our website, we automatically collect certain information, including:
- IP address and approximate geographic location
- Browser type, version, and operating system
- Pages viewed, time on site, and referring URLs
- Device type (desktop, mobile, tablet)
- Date and time of your visit
Cookies and tracking technologies
We use cookies and similar technologies to operate and improve our website. See Section 4 (Cookies) for full details.
2. How We Use Your Information
We use the information we collect to:
- Provide the travel concierge services you request
- Respond to your inquiries and resolve your flight issues
- Improve our website content and user experience
- Understand how visitors use our site (via analytics)
- Comply with legal obligations
- Protect against fraud and misuse of our services
We do not use your information for unsolicited marketing communications unless you have explicitly opted in.
3. Google Analytics & Third-Party Services
We use Google Analytics, a web analytics service provided by Google LLC, to understand how visitors use our website. Google Analytics places cookies on your device to collect information such as which pages you visit, how long you spend on each page, and how you arrived at our site.
Google Analytics collects your IP address but does not collect your name or other directly identifying information. We do not combine Google Analytics data with any personally identifiable information we hold. Google's use of this data is governed by the Google Analytics Terms of Service and Google Privacy Policy. You can opt out at any time by installing the Google Analytics opt-out browser add-on.
We also use the following third-party services to operate and improve our platform:
- Telephone service providers — to route and handle calls to our concierge line at (844) 679-4411
- Website hosting providers — to serve our website securely and reliably
Each third-party provider has its own privacy policy. We select providers who maintain appropriate data protection standards. We do not sell, rent, or trade your personal information to any third party for marketing purposes.
4. Cookies
We use cookies and similar technologies to improve your experience and analyze website usage. Cookies are small text files stored on your device when you visit a website. By continuing to use our site, you consent to the use of cookies as described below. You can withdraw consent at any time by adjusting your browser settings — see "Managing cookies" below.
Strictly necessary cookies
These cookies are essential for the website to function correctly and cannot be switched off. They are set in response to actions you take, such as navigating between pages or remembering your consent choice. The site cannot function properly without them.
Analytics cookies (Google Analytics)
We use Google Analytics to measure how visitors use our site — which pages they visit, how long they stay, and how they arrived. This helps us improve our content and user experience. These cookies collect anonymised, aggregated data and do not identify you personally. You can opt out at any time using the Google Analytics opt-out browser add-on.
Preference cookies
These cookies remember choices you make — such as dismissing our cookie notice — so you are not asked again on return visits. They do not track browsing activity across other websites.
Managing cookies
You have full control over cookies. Most browsers allow you to:
- View and delete individual cookies stored by any site
- Block third-party cookies from analytics and advertising providers
- Block all cookies from a specific site
- Receive a notification before any cookie is set
Please note that disabling certain cookies may limit the functionality of this website. For browser-specific instructions, visit your browser's help documentation.
5. Data Retention
We retain your personal information for as long as necessary to provide you with our services and as required by applicable law. Call recordings and concierge session notes are retained for a period consistent with our operational needs and applicable legal requirements.
Analytics data collected via Google Analytics is retained according to Google's data retention settings, which we have configured in accordance with our needs.
6. Data Security
We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, accidental loss, alteration, or disclosure. These measures include:
- HTTPS encryption — all data transmitted between your browser and our servers is encrypted using TLS
- Access controls — access to personal data is restricted to authorised personnel only, on a need-to-know basis
- Secure hosting — our website is hosted on infrastructure with industry-standard physical and network security
- Regular reviews — we periodically review our data handling practices and update them as needed
While we take these precautions seriously, no method of internet transmission or electronic storage is completely secure. We cannot guarantee absolute security, and you share information with us at your own risk. If you believe your data has been compromised, please contact us immediately at privacy@getflighthelp.com. We maintain a data breach response procedure and will notify affected individuals without undue delay where required by applicable law.
7. Your Rights
You have the following rights in relation to the personal information we hold about you. To exercise any of these rights, contact us using the details in Section 9 below. We will respond within 30 days.
- Right of access — request a copy of the personal data we hold about you
- Right to rectification — request correction of any inaccurate or incomplete information
- Right to erasure — request deletion of your personal data where we have no lawful reason to retain it
- Right to restriction — request that we limit how we process your data while a dispute is resolved
- Right to object — object to processing based on legitimate interests, including for direct marketing
- Right to data portability — request a machine-readable copy of your data to transfer to another service
We will not charge a fee for exercising these rights unless a request is manifestly unfounded or excessive. We may need to verify your identity before processing a request. Your use of this website is also subject to our Terms and Conditions.
8. Children's Privacy
Our services are not directed at children under the age of 13. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us and we will delete it promptly.
9. Contact Us
If you have any questions about this Privacy Policy, wish to exercise your data rights, or have a concern about how we handle your information, please get in touch:
- Email — privacy@getflighthelp.com
- Phone — (844) 679-4411, available 24/7
- Website — getflighthelp.com
We aim to respond to all privacy-related enquiries within 5 business days. For questions about our service terms, please see our Terms and Conditions.
10. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will update the "Last updated" date at the top of this page. We encourage you to review this page periodically. Where changes are significant, we may provide additional notice. Your continued use of our website after any update constitutes your acceptance of the revised policy.