Privacy Policy

How Travaro handles personal data

This Privacy Policy explains what personal data Travaro may collect, how it may be used and shared, and the privacy rights that may apply.

Last updated: October 2026

1. Introduction

This Privacy Policy explains how Travaro Claims Services FZ-LLC ("Travaro", "we", "us", or "our") collects, uses, shares, stores, and protects personal data in connection with the Travaro website, claim service, passenger dashboard, and related communications.

Travaro Claims Services FZ-LLC is responsible for the personal data described in this Privacy Policy where Travaro determines how and why that data is processed.

This Privacy Policy applies to people who use Travaro and, where relevant, to other passengers or individuals whose personal data is provided as part of a claim.

2. Information we collect

We may collect personal data that you provide directly, information relating to your journey and claim, information provided about other passengers, and certain technical information generated through your use of the Travaro service.

  • Identity and contact information such as your name, date of birth, email address, phone number, and postal address
  • Flight and booking information such as airline, flight number, route, travel dates, booking reference, disruption details, and journey information
  • Claim information such as claim type, passenger details, eligibility information, compensation information, refund status, disruption-related expenses, claim status, communications, and supporting information
  • Identity, travel, and claim-supporting documents such as government identification, boarding passes, tickets, booking documents, expense receipts, authorization letters, and powers of attorney where applicable
  • Payment and payout information such as account holder name, bank name, bank country, IBAN or account details, SWIFT or BIC information, routing information, and account ownership documentation
  • Agreement and authorization information such as electronic signatures, signed claim mandates, signature date and time, and related technical records such as IP address
  • Technical and usage information such as IP address, browser type, device information, security information, cookies, website or service usage data, and campaign or referral information where applicable

3. Where we obtain information

Most personal data is provided directly by you during the claim journey. We may also receive or verify information from other sources where necessary to assess, manage, or pursue a claim.

  • Another passenger, representative, parent, guardian, or other person authorised to provide information for a claim
  • Airlines, airports, travel providers, booking-related parties, or other claim-relevant counterparties
  • Flight information, aviation-data, or similar service providers used to verify journey and disruption information
  • Payment, communications, identity, security, hosting, analytics, or other service providers supporting the Travaro service
  • Publicly available sources or authorities where reasonably necessary and permitted by law

4. How we use your information

We use personal data to provide and operate the Travaro service and to support the claim journey from eligibility assessment through claim handling, recovery, and payout.

  • Creating and managing your Travaro account, claim, and passenger dashboard
  • Assessing claim eligibility and reviewing flight, booking, passenger, and disruption information
  • Reviewing and validating documents and information provided in connection with a claim
  • Preparing, submitting, managing, negotiating, and pursuing claims and related recovery amounts
  • Communicating with airlines, authorities, representatives, service providers, and other relevant parties where necessary to handle a claim
  • Communicating with you about your claim, requested information, service updates, and next steps
  • Receiving, arranging, or processing recovered amounts and payouts where applicable
  • Detecting duplicate, inaccurate, suspicious, fraudulent, or unauthorised claims or activity
  • Maintaining security, preventing misuse, monitoring service performance, and protecting Travaro, customers, and other parties
  • Understanding how visitors reach and use Travaro, measuring website performance and marketing effectiveness, and improving the customer experience where permitted and, where required, based on your consent choices
  • Meeting legal, regulatory, tax, accounting, compliance, dispute-resolution, and record-keeping obligations
  • Improving the reliability, functionality, and operational quality of the Travaro service where permitted

5. Legal basis for processing

The legal basis we rely on depends on the personal data involved, the purpose of the processing, and the laws that apply.

  • Contractual necessity where processing is required to provide the Travaro service, manage your claim, and perform our obligations to you
  • Legal obligation where processing is required to comply with applicable laws, regulations, court orders, regulatory requirements, or other legal duties
  • Legitimate interests where permitted, including operating and securing the service, preventing fraud or misuse, managing claims effectively, protecting legal rights, and improving operational quality
  • Consent where applicable law requires consent or where we otherwise choose to rely on consent for a particular activity, including certain analytics or advertising technologies

Where processing is based on consent, you may withdraw that consent, subject to applicable law and without affecting processing that was lawful before withdrawal.

6. Automated tools and claim assessment

Travaro may use automated tools, including document-extraction, validation, rules-based systems, and artificial-intelligence-assisted technologies, to help process information and support claim operations.

  • Extracting information from documents you upload
  • Checking whether documents and claim information appear consistent
  • Reviewing flight and disruption information
  • Supporting eligibility assessments and compensation calculations
  • Identifying claims or information that may require additional review
  • Supporting fraud prevention, security, and operational workflows

Automated tools are used to support the Travaro service and may be supplemented by review by Travaro personnel where appropriate. We may request additional information or conduct further review where a claim cannot be determined reliably through automated processing.

7. Data sharing and disclosure

Travaro does not sell your personal data. We may share personal data where reasonably necessary to operate the service, pursue or manage a claim, arrange payment, comply with legal requirements, or protect legitimate rights and interests.

  • Airlines, airports, travel providers, booking-related parties, and other claim-relevant counterparties
  • Authorities, regulators, courts, dispute-resolution bodies, legal representatives, or other official parties where required or appropriate
  • Payment providers, banks, financial institutions, or payout-related processors where necessary to receive or arrange payment
  • Cloud hosting, document storage, communications, email, customer support, security, and technology service providers
  • Analytics and advertising measurement providers, including Google, where the relevant technologies are enabled in accordance with your consent choices and applicable law
  • Professional advisers, contractors, representatives, or operational service providers where reasonably necessary to support claim handling or Travaro's business operations
  • A buyer, investor, successor, or other relevant party in connection with a genuine corporate transaction, restructuring, financing, acquisition, or transfer of business, subject to appropriate safeguards

8. International data transfers

Travaro operates a cross-border service and may use service providers or interact with airlines, authorities, payment providers, analytics providers, and other parties located in countries other than the country where you live.

As a result, personal data may be transferred to, stored in, or processed in other countries. Where applicable data protection law requires safeguards for an international transfer, Travaro aims to use appropriate lawful transfer mechanisms and protections.

9. Data security

Travaro uses reasonable organisational and technical measures designed to protect personal data against unauthorised access, alteration, loss, misuse, disclosure, or destruction.

  • Encryption and secure transfer methods where appropriate
  • Access controls, authentication, and restricted internal access based on role and need
  • Private or restricted storage for claim documents and other sensitive claim information where appropriate
  • Security logging, monitoring, and operational controls
  • Measures designed to protect systems, accounts, and service infrastructure

No method of electronic storage or transmission can be guaranteed to be completely secure, but we take reasonable steps to protect personal data in accordance with the nature of the information and applicable requirements.

10. Data retention

We retain personal data for as long as reasonably necessary for the purposes for which it was collected, including operating the service, managing and pursuing claims, arranging payments, responding to disputes, enforcing agreements, and complying with legal, regulatory, tax, accounting, fraud-prevention, and record-keeping requirements.

Retention periods may vary depending on the type of information, the status and duration of the claim, the jurisdictions involved, whether a dispute or legal issue exists, and applicable legal requirements.

When personal data is no longer reasonably required, we may delete, anonymise, or otherwise securely dispose of it, subject to any continuing legal or legitimate retention requirement.

11. Your privacy rights

Depending on the laws that apply to you and the circumstances of the processing, you may have rights relating to your personal data.

  • Request access to personal data we hold about you
  • Request correction of inaccurate or incomplete personal data
  • Request deletion of personal data where applicable and subject to lawful retention requirements
  • Request restriction of processing in certain circumstances
  • Request a copy or transfer of certain personal data where data portability rights apply
  • Object to certain processing activities where permitted by applicable law
  • Withdraw consent where processing is based on consent
  • Raise concerns or make a complaint with an applicable data protection or supervisory authority where such a right is available

These rights are not absolute and may be subject to legal conditions, limitations, exemptions, identity verification, or retention requirements. To exercise a privacy right, please contact us using the details in Section 15.

12. Other passengers, representatives, and children

If you provide personal data about another passenger or act on behalf of another person, you should have appropriate authority to provide that information and to instruct Travaro in relation to the claim.

Travaro's claim service is intended to be used and submitted by adults. A claim may, however, include a child passenger. Where a claim includes a child, Travaro may process that child's personal data as reasonably necessary to assess, manage, and pursue the claim based on the authority of a parent, guardian, representative, or other person legally permitted to act for the child.

Travaro may request evidence of authority where reasonably necessary.

13. Cookies, analytics, and advertising technologies

Travaro uses cookies and related technologies that are necessary to operate the website, support security and core functionality, and remember your privacy choices.

Travaro also uses Google Analytics to understand how visitors reach and use the Travaro website and, where enabled, the claim journey. Analytics information may include page and route activity, device or browser information, general usage information, and marketing or referral attribution.

Where advertising measurement technologies are enabled, they may be used to measure advertising performance and understand which marketing activity leads visitors to Travaro.

Travaro uses a consent mechanism that allows you to choose whether optional Analytics and Advertising technologies may be used. Necessary technologies remain active because they are required for core functionality and to remember your privacy preferences.

You can choose Accept all, Reject non-essential, or manage Analytics and Advertising preferences separately. You can change your choice later using Cookie settings in the Travaro website footer.

Where consent is required by applicable law, non-essential analytics and advertising storage or related processing will be controlled according to the consent choice you make.

Travaro does not intentionally send passenger names, email addresses, claim references, authentication tokens, access tokens, or uploaded claim documents to Google Analytics as analytics event data.

Google may process information in connection with Google Analytics and advertising measurement services in accordance with its own terms and privacy practices. Your consent choices are communicated to applicable Google technologies using Google Consent Mode.

14. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to the Travaro service, our processing activities, legal requirements, or operational practices.

The current version will be published on the Travaro website. Where appropriate, significant changes may also be communicated through the service or other relevant channels.

15. Contact

If you have privacy-related questions, concerns, or wish to exercise your rights in relation to your personal data, you can contact Travaro using the details below.

Travaro Claims Services FZ-LLC

Compass Building

Ras Al Khaimah, United Arab Emirates

Email: hello@travaro.app

Website: www.travaro.app