Last updated: 29 October 2026
Version 1.0 (UK) | Effective 29 October 2026 | For customers who live in the United Kingdom
This notice explains how FLIGHTREMEDY (Pty) Ltd uses personal information about you, and about any child whose claim you ask us to pursue, if you live in the United Kingdom. It forms part of our Terms and Conditions (UK). The UK GDPR and the Data Protection Act 2018 apply to us because we offer our service to people in the UK.
The short version. We use your information to pursue your flight compensation claim, to pay you, and to run our business. We share it with the airline and with others who need it to resolve your claim. We never sell it. Analytics and advertising cookies run only if you agree. You can ask for a copy of your information, have it corrected or deleted, and complain to us or to the Information Commission (ICO).
1.1 FLIGHTREMEDY (Pty) Ltd, registration number 2026/554635/07, a company registered in the Republic of South Africa, of 2 Nebiolo Way, Stellenbosch, 7600, South Africa, is the controller of your personal information ("Flightremedy", "we", "us"). Email: info@flightremedy.com.
1.2 We have not appointed a data protection officer, because the law does not require one for a business like ours. Emails to info@flightremedy.com about your personal information reach the person responsible for data protection.
1.3 We are also subject to South Africa's Protection of Personal Information Act 2013. Our Information Officer under that Act is Rayner van Wyk, at the same email address. That Act does not reduce any of your rights under UK law.
We do not ask for health information. If you choose to tell us about a medical condition or reduced mobility because it matters to your claim, we use it only for that claim and only to establish, exercise or defend it.
Most of it comes from you. We also receive information from another passenger on your booking (who may give us your name and email address so that we can invite you to sign your own agreement, and we use it only for that), from airlines, alternative dispute resolution schemes, courts and enforcement partners while we pursue the claim, from our payment providers when money is paid, and, if you accept cookies, from Google and Meta about how you reached our website.
| What we do | Lawful basis under the UK GDPR |
|---|---|
| Check whether your flight qualifies and take on your claim | Steps you ask us to take before entering into a contract, and performing our contract with you |
| Prepare, submit and pursue your claim, including with airlines, alternative dispute resolution schemes, courts and enforcement partners | Performing our contract with you, and our legitimate interest in pursuing a claim that belongs to us once you assign it |
| Pursue a child's claim under the authority a parent or guardian gives | Our legitimate interest, and the child's, in pursuing the child's claim at the parent's or guardian's request |
| Invite other passengers on your booking to sign their own agreement | Our legitimate interest in letting each passenger claim |
| Prove your agreement, the assignment and our authority, using the signature and evidence records | Our legitimate interest in proving our contracts and rights, and in preventing fraud |
| Pay you, and check your identity before we do | Performing our contract with you, and our legitimate interest in preventing fraud |
| Handle complaints and legal disputes | Our legitimate interest in resolving complaints and in establishing, exercising or defending legal claims |
| Keep financial, tax and accounting records | Legal obligation where UK law requires it, and otherwise our legitimate interest in meeting our legal obligations in South Africa |
| Run and secure the website, including working out your country for the cookie banner | Our legitimate interest in a secure, working website |
| Analytics and advertising measurement through cookies | Your consent |
| Send marketing emails | Your consent or, if you are a customer, our legitimate interest in telling you about similar services of ours, with an easy way to opt out |
| Sell or restructure our business | Our legitimate interest in being able to do so |
Where we rely on legitimate interests, we have weighed them against your rights and interests. You can ask us for details of that assessment.
We never sell your information, and we never let others send you their marketing.
6.1 We are based in South Africa, and we hold your information there and with the service providers named in section 5. Because the UK GDPR applies to us directly, it continues to protect your information wherever we hold it.
6.2 When we send your information to a recipient outside the UK, we use one of these protections:
6.3 You can ask us for a copy of the safeguards we use.
| Information | How long |
|---|---|
| Your claim file: signed agreements, evidence records, correspondence and payment records | 6 years after the claim closes (paid, declined, handed back to you or cancelled), because that is how long claims about it can be brought in the UK and how long we must keep financial records |
| A copy of your passport or other identity document | Deleted when the claim closes |
| A claim you started but never signed | 12 months after your last activity |
| Your marketing preferences | Until you unsubscribe, after which we keep only a record that you opted out, so that we do not email you again |
| Analytics data | Up to 14 months |
If there is a dispute, we keep what we need until it is resolved. We then delete or anonymise the information.
You have the right to:
To use any of these rights, email info@flightremedy.com. It is free. We respond within one month, or within three months for a complex request, in which case we tell you within the first month. We may ask you to prove your identity first.
9.1 If you are unhappy with how we use your information, please tell us first: email info@flightremedy.com with "Data protection complaint" in the subject line, or write to us at 2 Nebiolo Way, Stellenbosch, 7600, South Africa. We acknowledge your complaint within 30 days, look into it without undue delay, keep you informed, and tell you the outcome.
9.2 You can also complain at any time to the UK's data protection regulator, the Information Commission (ICO), at ico.org.uk.
We send marketing emails only if you agree or, if you are a customer, about our own similar services, as long as you did not opt out when we collected your details. Every marketing email has an unsubscribe link, and you can also opt out by emailing info@flightremedy.com. Opting out does not affect emails about your claim.
In the UK we use analytics, advertising measurement and Meta cookies only if you accept them through our cookie banner, and you can change your choice at any time through the Cookie Settings link at the foot of every page. Strictly necessary cookies, which keep you signed in, protect the website and record your country for the cookie banner, do not need consent. Our Cookie Policy has the details.
We protect your information with encryption in transit and at rest, separate encryption for bank details, access limited to the people who need it, and contractual obligations on every service provider. If a breach is likely to put your rights at risk, we report it to the ICO within 72 hours of becoming aware of it, and if the risk to you is high, we tell you without undue delay.
We need your identity and contact details, your flight and booking details, your signature and, to pay you, your bank details. Without them we cannot pursue your claim. Accepting cookies is optional.
We may update this notice. The version and effective date are shown at the top. If a change affects how we use information on a claim we are pursuing for you, we will email you before it takes effect.