We, Dream Travel Gulf (trading as “Qbooking”), a Dubai Decree corporation established by Law No. (11) of 2008, having its principal place of business at Qbooking Headquarters, Terminal 2, PO Box 353, Dubai, UAE, collect, use and are responsible for certain personal information about you.
When we collect and use your personal information, we are regulated under applicable data protection legislation and we are responsible as ‘controller’ for that personal information for the purposes of that legislation.
If you have made a flight booking with another airline or via a travel agent for a Qbooking flight, that other airline or travel agent may also separately be considered a ‘controller’ under applicable data protection legislation. In addition, if any of our partners provide services to you such as hotel, holidays, car rental, trips or excursions or insurance, they will also separately be considered a ‘controller’. We are not responsible for the privacy practices of any third parties and you can access the privacy policies of our partners or any other third-party providers from them directly.
Additional terms and conditions or privacy policies may apply if you elect to take additional services from us or other third parties.
We collect personal information from you whenever you use our services, including when you use our website or mobile application, make a booking with us or make a change to your booking with us and when you interact with us whether through our website, mobile application, call centre, sales shops, in flight or through other sales channels. Where you are making a booking on behalf of another person, you must obtain their permission to make the booking and share their personal information with us.
We may collect the following personal information about you:
When you use our website, make a booking or travel with us
Your full name, title and contact details including your email address, telephone number(s) and address, your date of birth, gender, passenger name record (PNR), booking reference and reward programme membership number (if applicable) which we collect from you when you make a booking with us, purchase any extras from us, use any services provided by us at an airport or in flight, sign up for our rewards programme or otherwise register with us on our website or mobile application, or when you manage your booking or check-in online for your flight with us.
We will also collect emergency contact details from you, which we will use in the unlikely event that we need to contact someone on your behalf in an emergency.
Information relating to your booking, including:
Information about other passengers in your booking which we collect from you when you make a booking or purchase any extras from us on behalf of other passengers.
Information relating to your rewards programme activity, including your membership number, accrual and redemption activity, your account and journey preferences and information about members of your Travel Club or Travel Club Head.
Information relating to payment of your booking, including payment method, which may also include your payment card details provided to us when you purchase Qbooking products or services.
Advance Passenger Information (“API”), which will include the full name, title, nationality, date of birth, gender (if required) and passport and visa details (or equivalent) of all passengers included on the booking and which we are legally required to collect from you for certain routes.
Our communications with you, be it by email, SMS, through our call centre, or through interaction with us on social media, including any feedback you provide to us by participating in any surveys we might issue. Where you call us, we may also record the call for training or quality purposes.
Information relating to your preferences when you fly with us, which we also collect when you are a member of our rewards programme, in order to offer you a more personalised service when next travelling with us.
Information on how you use our website or our mobile application to search for flights or other services, make a booking with us or make changes to an existing booking, which may also include collecting your IP address or location data.
We also obtain personal information from other sources who you have authorised to provide your personal information to us, including as follows:
In certain circumstances, it may be necessary for us to collect, use or share special categories of personal information (for example information relating to your race or ethnic origin, political opinions, religious or philosophical beliefs, genetic and biometric information, health, etc.) for example in order to determine your fitness to fly, provide you with any special assistance that you may require (including special dietary requirements) or determine whether you are eligible to travel on a special religious flight.
We may also use this personal information to respond to a medical or security incident involving you or another passenger included on your booking or otherwise to comply with our legal obligations.
We will only process this category of personal information, if it is necessary, or you have provided us with your express consent to do so.
We will only process your personal information where we have a legal basis under applicable data protection legislation to do so. We set out more information on our legal basis for processing your personal information below.
In most cases, we require your personal information to provide our services to you.
We also need your personal information for our legitimate interest as a commercial airline, for example in order to make improvements to our services, to monitor the way in which we provide you with customer support, or otherwise to let you know about offers or promotions that you may be interested in. We might also need your personal information to comply with our legal and regulatory requirements.
On occasion, we may need to use your personal information to protect your vital interests, for example in a medical emergency.
You do not have to provide your personal information to us. However, in some circumstances, where you do not provide personal information for the purposes of your travel with us, where it is mandatory, we will not be able to carry you.
We set out below in further detail how we use your personal information to:
| Purpose | Description | Legal Basis for Processing |
|---|---|---|
|
Provide services to you and manage your booking |
When you have booked to travel with us, we use your personal information to fulfil our agreement with you, including:
When you book as part of a group, or through a travel agent who has made a group booking, your personal information may be shared with all members of that group. When you send cargo with us, we will use your personal information to manage your shipment and comply with all our legal and regulatory obligations. |
To perform our contract with you. |
|
Manage your rewards programme account |
If you have signed up to become a member of our rewards programme, we will use the personal information provided to:
|
To perform our contract with you. It is also in our legitimate interests to understand more about your preferences and experience with us so that we can tailor our offering to you and improve your experience as a member of our rewards programme. |
|
Communicate with you |
In some circumstances, we may need to use your personal information to contact you to manage your booking, or reward programme account or for operational reasons, for example to advise you of a schedule change or disruption to your flight itinerary or holiday. As these communications are not made for marketing purposes, even where you ‘opt-out’ of receiving our marketing communications, we will still use your contact details for this purpose. We will also use your contact details to answer your questions or handle any complaints you may have. If you leave our website before you have completed your booking, we may also use any partly completed personal information collected, including to help you complete your booking. We may also use your personal information collected at or in connection with corporate events we hold or attend in order to inform you about our products and services. |
It is in our legitimate interests to communicate with you to let you know about our products and services, and to understand any concerns, issues or complaints you may have in an effort to improve our customer service and experience. |
|
Tailor and improve your experience with us |
We may use your personal information to understand more about your preferences in order to provide you with a personalised experience when flying with us or to obtain your feedback in order to improve your experience when next flying with us. We may also collect personal information about and track how you use our website or mobile application or other third-party websites so that we can improve the way in which we deliver information on our products and services to you when using our website or mobile application and improve your user experience. In addition, we may use your information to perform statistical research into general trends regarding the use of our services, website and mobile application. In these circumstances, we will only use aggregated data and will not use name, contact details or directly identifying information. We also use third-party digital platforms to provide you with information on our products and services within those platforms. We may use your personal information for this purpose. |
It is in our legitimate interests to understand how you use our website, mobile application and services so that we can improve your experience when interacting with us. |
|
Let you know about offers or promotions you may be interested in |
We may use your personal information to send you offers, promotions, competitions and other marketing communications that may be of interest to you, which may be based on your preferences or derived from Cookies (see our Cookies Policy for further information on how we use Cookies on our website). You may choose to receive or opt out of receiving marketing communications from us at any time by updating your preferences on our website or alternatively by contacting our customer services team. |
It is in our legitimate interests to promote our products and services to you and to understand more about what you want so that we can improve our offering to you. Where you enter a competition or promotion, it will be necessary for us to process your personal information to perform our contract with you to administer the competition or promotion. |
|
Manage and protect our business interests |
We will use your personal information for internal administrative purposes, including for accounting, billing and audit purposes, or for managing customer complaints or legal claims. We may also use your personal information to protect our business interests, for example to verify your identity, for payment card verification, fraud prevention and security screening. |
It is in our legitimate interests to protect our business, for example by monitoring how you use and pay for our services in order to preventing payment card fraud, or by monitoring our interactions with you, in order to respond to legal claims and otherwise comply with our legal obligations. |
|
Keep you safe and comply with our legal obligations |
To help keep you safe on board our aircraft, we collect the personal information of those passengers who have sought assistance from or drawn the attention of our ground staff or flight crew, or who have been disruptive either prior to boarding our aircraft or on board and may pass this information on to other third parties for the same purpose. In the event of an emergency, we may use your personal information and special categories of your personal information, for example information relating to your health or genetic information, to provide medical support and communicate accurately with emergency services, hospitals and other medical professionals, provide accurate information to your next of kin and other relatives, communicate with relevant government authorities, embassies and consulates and to provide you with general assistance following such an incident. We will also collect, share and use your personal information in order to comply with all our legal and regulatory obligations, including responding to requests from national and international law enforcement and regulatory bodies for the purposes of crime prevention and detection. |
To protect the vital interests of you and others travelling with us and to comply with our legal and regulatory obligations. |
|
Ensure that we meet any special requirements communicated to us in advance |
We may use your personal information and special categories of your personal information, for example information relating to your health or religion, where you communicate to us in advance any special requirements that you may have. Special requirements may include, for example, any accessibility requirements, special assistance and/or meal preferences. |
To perform our contract with you; and/or To comply with our legal and regulatory obligations; and/or To protect the vital interests of you and others travelling with us. |
| Purpose | Provide services to you and manage your booking |
|---|---|
| Description |
When you have booked to travel with us, we use your personal information to fulfil our agreement with you, including:
When you book as part of a group, or through a travel agent who has made a group booking, your personal information may be shared with all members of that group. When you send cargo with us, we will use your personal information to manage your shipment and comply with all our legal and regulatory obligations. |
| Legal Basis for Processing | To perform our contract with you. |
| Purpose | Manage your rewards programme account |
| Description |
If you have signed up to become a member of our rewards programme, we will use the personal information provided to:
|
| Legal Basis for Processing |
To perform our contract with you. It is also in our legitimate interests to understand more about your preferences and experience with us so that we can tailor our offering to you and improve your experience as a member of our rewards programme. |
| Purpose | Communicate with you |
| Description |
In some circumstances, we may need to use your personal information to contact you to manage your booking, or reward programme account or for operational reasons, for example to advise you of a schedule change or disruption to your flight itinerary or holiday. As these communications are not made for marketing purposes, even where you ‘opt-out’ of receiving our marketing communications, we will still use your contact details for this purpose. We will also use your contact details to answer your questions or handle any complaints you may have. If you leave our website before you have completed your booking, we may also use any partly completed personal information collected, including to help you complete your booking. We may also use your personal information collected at or in connection with corporate events we hold or attend in order to inform you about our products and services. |
| Legal Basis for Processing |
It is in our legitimate interests to communicate with you to let you know about our products and services, and to understand any concerns, issues or complaints r you may have in an effort to improve our customer service and experience. |
| Purpose | Tailor and improve your experience with us |
| Description |
We may use your personal information to understand more about your preferences in order to provide you with a personalised experience when flying with us or to obtain your feedback in order to improve your experience when next flying with us. We may also collect personal information about and track how you use our website or mobile application or other third-party websites so that we can improve the way in which we deliver information on our products and services to you when using our website or mobile application and improve your user experience. In addition, we may use your information to perform statistical research into general trends regarding the use of our services, website and mobile application. In these circumstances, we will only use aggregated data and will not use name, contact details or directly identifying information. We also use third-party digital platforms to provide you with information on our products and services within those platforms. We may use your personal information for this purpose. |
| Legal Basis for Processing |
It is in our legitimate interests to understand how you use our website, mobile application and services so that we can improve your experience when interacting with us. |
| Purpose | Let you know about offers or promotions you may be interested in |
| Description |
We may use your personal information to send you offers, promotions, competitions and other marketing communications that may be of interest to you, which may be based on your preferences or derived from Cookies (see our Cookies Policy for further information on how we use Cookies on our website). You may choose to receive or opt out of receiving marketing communications from us at any time by updating your preferences on our website or alternatively by contacting our customer services team. |
| Legal Basis for Processing |
It is in our legitimate interests to promote our products and services to you and to understand more about what you want so that we can improve our offering to you. Where you enter a competition or promotion, it will be necessary for us to process your personal information to administer the competition or promotion. |
| Purpose | Manage and protect our business interests |
| Description |
We will use your personal information for internal administrative purposes, including for accounting, billing and audit purposes, or for managing customer complaints or legal claims. We may also use your personal information to protect our business interests, for example to verify your identity, for payment card verification, fraud prevention and security screening. |
| Legal Basis for Processing |
For the purposes of protecting the legitimate interests of Qbooking operating a commercial airline, for example to prevent payment card fraud and to comply with our legal and regulatory obligations, or manage complaints or legal claims against us. It is in our legitimate interests to protect our business, for example by monitoring how you use and pay for our services in order to preventing payment card fraud, or by monitoring our interactions with you, in order to respond to legal claims and otherwise comply with our legal obligations. |
| Purpose | Ensure that we meet any special requirements communicated to us in advance |
| Description |
We may use your personal information and special categories of your personal information, for example information relating to your health or religion, where you communicate to us in advance any special requirements that you may have. Special requirements may include, for example, any accessibility requirements, special assistance and/or meal preferences. |
| Legal Basis for Processing |
To perform our contract with you; and/or To comply with our legal and regulatory obligations; and/or To protect the vital interests of you and others travelling with us. |
We may also use your personal information for any other specific purpose as you may authorise or expressly consent to additionally from time to time.
We use cookies to analyse patterns and improve our marketing and promotional efforts, to improve our content and product offerings, and to customise our website's content, layout and services. Cookies help us to store information about your preferences, protect your security and help us to improve our website.
Cookies are small text files that are transferred to your computer's hard drive through your web browser to enable us to recognise your browser and help us to track visitors to our website, enabling us to understand better the products and services that will be most suitable to you.
A cookie contains your contact information and other personal information to allow us to identify your computer when you navigate our website.
For more information about how we use cookies, please see our cookies policy.
We routinely share your personal information with the following categories of third parties:
| Third Party | Description | Legal Basis for Processing |
|---|---|---|
|
Airports and other third-party service providers |
In order to fulfil your booking with us, we may share your personal information with airports and other third-party service providers who help us provide our services to you, particularly in the event of flight disruption. |
To perform our contract with you and/or for the purposes of protecting our legitimate interests. |
|
Other airlines |
Where part of your travel itinerary involves a flight operated by a different airline, we will provide your personal information to that airline so that they can deliver the services you have asked for. Those airlines will be identified when you make a booking. |
To perform our contract with you and/or for the purposes of protecting our legitimate interests. |
|
Emirates (Skywards) |
When you register as a member of Emirates Skywards, they will share your personal information with us if you opt-in to receive marketing communications from us and for the purposes of ensuring that your member activity is updated in our systems where you also earn or redeem Skywards Miles with Qbooking. |
To perform our contract with you and/or for the purposes of protecting our legitimate interests. |
|
Government customs, immigration, regulatory and legal authorities |
Depending on your itinerary we may be required by law to share your personal information (including your booking details and full itinerary), with government authorities of the countries you are flying to and from, including those countries in which you stop-over and/or those that you may overfly to your final destination. |
To comply with our legal and regulatory obligations; and/or The entity requesting disclosure of your personal information is a public authority and the disclosure is required for public interest purposes, security purposes, to comply with law, or to fulfil judicial requirements. |
|
Travel agents or other third parties through which you book Qbooking flights |
If you book a Qbooking flight via a third party, we may share additional personal information with that third party in order to manage your booking. |
To perform our contract with you and/or for the purposes of protecting our legitimate interests. |
|
Payment card companies, credit reference agencies and fraud prevention screening |
Your personal information will be shared with payment card companies in order to complete payment for your booking and to other third parties for the purposes of credit reference checks and anti-fraud screening. |
To perform our contract with you and/or for the purposes of protecting our legitimate interests. |
|
Our third-party partners who offer travel related products and services to you through our website |
Where you purchase products or services provided by third parties through our website or mobile application, some of your personal information may be automatically shared with that third party. In addition we may provide your personal information to third parties who partner with our rewards programme or otherwise assist us in administering our rewards programme. |
To perform our contract with you and/or for the purposes of protecting our legitimate interests. |
|
Other third parties (legal) |
Occasionally it may be necessary to share your personal information with other third parties including police, regulatory authorities, law firms, our insurers and courts of law, to protect our rights, property, and the safety of our customers, passengers, staff and assets. |
To comply with our legal and regulatory obligations; and/or For the purposes of protecting our legitimate interests. |
| Third Party | Airports and other third-party service providers |
|---|---|
| Description |
In order to fulfil your booking with us, we may share your personal information with airports and other third-party service providers who help us provide our services to you, particularly in the event of flight disruption. |
| Legal Basis for Processing |
To perform our contract with you and/or for the purposes of protecting our legitimate interests. |
| Third Party | Other airlines |
| Description |
Where part of your travel itinerary involves a flight operated by a different airline, we will provide your personal information to that airline so that they can deliver the services you have asked for. Those airlines will be identified when you make a booking. |
| Legal Basis for Processing |
To perform our contract with you and/or for the purposes of protecting our legitimate interests. |
| Third Party | Emirates (Skywards) |
| Description |
When you register as a member of Emirates Skywards, they will share your personal information with us if you opt-in to receive marketing communications from us and for the purposes of ensuring that your member activity is updated in our systems where you also earn or redeem Skywards Miles with Qbooking. |
| Legal Basis for Processing |
To perform our contract with you and/or for the purposes of protecting our legitimate interests. |
| Third Party | Government customs, immigration, regulatory and legal authorities |
| Description |
Depending on your itinerary we may be required by law to share your personal information (including your booking details and full itinerary), with government authorities of the countries you are flying to and from, including those countries in which you stop-over and/or those that you may overfly to your final destination. |
| Legal Basis for Processing |
To comply with our legal and regulatory obligations; and/or The entity requesting disclosure of your personal information is a public authority and the disclosure is required for public interest purposes, security purposes, to comply with law, or to fulfil judicial requirements. |
| Third Party | Travel agents or other third parties through which you book Qbooking flights |
| Description |
If you book a Qbooking flight via a third party, we may share additional personal information with that third party in order to manage your booking. |
| Legal Basis for Processing |
To perform our contract with you and/or for the purposes of protecting our legitimate interests. |
| Third Party | Payment card companies, credit reference agencies and fraud prevention screening |
| Description |
Your personal information will be shared with payment card companies in order to complete payment for your booking and to other third parties for the purposes of credit reference checks and anti-fraud screening. |
| Legal Basis for Processing |
To perform our contract with you and/or for the purposes of protecting our legitimate interests. |
| Third Party | Our third-party partners who offer travel related products and services to you through our website |
| Description |
Where you purchase products or services provided by third parties through our website or mobile application, some of your personal information may be automatically shared with that third party. In addition we may provide your personal information to third parties who partner with our rewards programme or otherwise assist us in administering our rewards programme. |
| Legal Basis for Processing |
To perform our contract with you and/or for the purposes of protecting our legitimate interests. |
| Third Party | Other third parties (legal) |
| Description |
Occasionally it may be necessary to share your personal information with other third parties including police, regulatory authorities, law firms, our insurers and courts of law, to protect our rights, property, and the safety of our customers, passengers, staff and assets. |
| Legal Basis for Processing |
To comply with our legal and regulatory obligations; and/or For the purposes of protecting our legitimate interests. |
If Qbooking or our assets are acquired by another company, your personal information may be disclosed to that company as part of the due diligence process and transferred to that company as part of the transferred assets. Should such a sale or transfer occur, we will use reasonable efforts to direct the transferee to use personal information you have provided to us in a manner that is consistent with this Privacy Policy.
We will not share your personal information with any other third party without your consent.
Given the international nature of our business, it may be necessary to transfer your personal information to countries outside of the UAE and your country of residence.
Data protection legislation varies among countries, with some providing more protection than others. Regardless of where your personal information is processed, we will endeavour to ensure that any transfer of your personal information will be subject to suitable contractual provisions designed to help safeguard your privacy rights and give you remedies in the unlikely event of a misuse of your personal information.
The provision of your personal data is required from you to enable us to fulfill your booking and provide and extra products or services that you purchase from us. If you do not provide us with certain personal data, we will not be able to provide our services to you.
We will hold your personal information for as long as is necessary or otherwise the period that we are required to retain it under applicable laws. To determine the period for which we hold your personal information, we take into account a variety of factors, including but not limited to statutory limitation periods, the potential for claims or complaints to arise, and the nature and sensitivity of the personal information.
Where applicable data protection legislation provides, you may have a number of rights in relation to your personal information, including rights to:
Where you ask for access to your personal information, we will endeavour to provide you with this within a reasonable time. In some circumstances, we may charge you a small fee for this service, to cover our administrative costs, for example where your request is excessive or unfounded.
Please note that we are not required to comply with such a request if our use of your personal information is necessary for us to comply with our legal obligations or for the purposes of a legal claim.
If you would like to exercise any of those rights, please:
By using our website or mobile application, you confirm that you are of applicable legal age or over to access and use our website or mobile application in accordance with its terms. If a minor (according to applicable legislation) has provided Qbooking with personal information without the consent or a parent or guardian, then the parent or guardian can contact us to remove it.
We have appropriate security measures in place to prevent personal information from being accidentally lost, or used or accessed in an unauthorised way. When you book a flight or holiday with us, your personal information is transmitted across the internet using high-grade encryption. We also limit access to your personal information to those who have a genuine business need to know it. Those processing your personal information will do so only in an authorised manner and are subject to a duty of confidentiality.
We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.
This privacy notice was first published on 24 May 2018 and is periodically updated, with the last update in August 2024.
We may update this Privacy Policy from time to time and we will publish any changes on our website.
Please contact us at [email protected] if you have any questions about this privacy notice or the information we hold about you.