Privacy Policy

Who is responsible for your data

Falak Al Suroor ("Falak Al Suroor", "we") decides how the personal data described in this policy is used. We are an independent travel agency based in Dubai, and our business details appear on our Contact and Legal Information page.

We intend to handle personal data in line with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and its implementing regulations.

What we collect

Depending on what you ask us to do, we may collect:

• Identity and travel details: passengers' full names as shown in their passports, dates of birth, gender where the airline requires it, and passport or ID details where a route requires them.
• Contact details: email address, phone number and, where relevant, postal address.
• Trip preferences: routes, dates, cabin, seating and meal preferences.
• Assistance needs: for example, a request for wheelchair help. This may reveal information about health, and we collect it only when you choose to share it for the purpose of arranging that help.
• Payment records: the amount, date and reference of a payment. Card details are handled by our payment provider, not stored by us.
• Website data: technical information described in our Cookie Policy.

Why we use it

We use personal data to prepare quotes, make bookings with airlines, request special assistance, handle changes, cancellations and refunds, answer your messages, keep accounting records, and meet our legal obligations. We do not sell personal data.

We send marketing messages only if you have agreed to receive them, and you can withdraw that agreement at any time.

Our basis for using it

Most processing is necessary to arrange the travel you have asked for. Some is required by law, such as keeping financial records. Where we rely on your consent, for example for assistance information or marketing, you may withdraw it, although we may then be unable to pass a particular request to the airline.

Who we share it with

To deliver your journey, we share the necessary details with airlines and the booking systems they use. We also share data with our payment provider, our email and hosting providers, and professional advisers where needed. Where the law requires it, we disclose data to government authorities.

Some of these parties are outside the UAE. When data leaves the country, we take the steps the law requires. The providers we use are listed in our Third-Party Services Disclosure.

How long we keep it

We keep booking records for as long as we need them to support your travel and any follow-up, and to meet our legal, tax and accounting obligations, after which we delete or anonymise them. Enquiries that do not lead to a booking are kept for a shorter time and removed once they are no longer needed to answer you.

How we protect it

We limit access to personal data to the people who need it to serve you, use encrypted connections on this website, and ask our providers to protect the data they handle for us. No system is entirely free of risk. If a breach affects your data in a way the law requires us to report, we will inform you and the relevant authority.

Your rights

Subject to the law, you may ask to access the personal data we hold about you, correct it, have it deleted, restrict or object to its use, or receive a copy in a portable form. You can make a request through our Data Rights Request page or by writing to contact@falakalsuroor.com. We may need to confirm your identity before acting.

Children

We arrange travel for children only at the request of a parent or guardian, who provides the child's details. This website is not intended for use by children.

Changes and questions

We may update this policy as our services develop, for instance when online booking is launched. The date at the top shows the latest version. Questions can be sent to our complaints lead at contact@falakalsuroor.com.