Privacy Policy

Updated on 2/3 2025

Flygsupport processes your personal data in accordance with applicable data protection legislation under EU Regulation 2016/679 (General Data Protection Regulation, GDPR).

What personal data do we process?

We only collect the personal data necessary to manage and process your case.

This means we only request information required to advance your case in its current phase.

When you create a case with Flygsupport, you will be asked to provide the following personal data:

  • Name

  • Address

  • Phone and/or email

  • Booking reference / flight details

This information is necessary for us to initiate and manage your case.

If required, we may later request additional information such as:
  • Bank account details (to transfer compensation)

  • Copy of ID (required by some airlines)

We will only request this information if necessary for further processing of your case. For example, a national ID number may be required if the case proceeds to court, or bank details to transfer compensation to you.

In some cases, the airline may require a copy of your ID. You will then receive instructions on how to redact the document to hide irrelevant details. If not, we will redact it before forwarding it to the airline. We process your personal data based on the agreement we have with you and our legal obligations.

Purpose of collecting personal data

We collect your personal data to assist you in claiming compensation or refunds from airlines under Regulation (EC) No 261/2004. If you breach our agreement under our terms, we may use your personal data to pursue any claims Flygsupport has against you. Your bank details are used solely to pay out compensation or refunds. In some cases, the airline pays you directly, and we may need to forward your bank details to the airline. Neither Flygsupport, our partners, nor airlines have access to withdraw funds from your account.

Storage of personal data

Flygsupport stores your personal data only as long as necessary to fulfill the purpose of collection. The retention period depends on:
  • The type of personal data
  • The outcome of your case
Examples:
  • If a transaction occurs, data is stored for 5 years under the Swedish Accounting Act.
  • If we determine early that compensation or a refund is not possible, data is deleted much sooner.
You always have the right to request information about how long your data is stored. See the section on your rights below.

Sharing data with third parties

Your personal data may be shared with:
  • Airlines and their representatives
  • Legal partners within the EU/EEA
  • Public authorities and courts if required
Flygsupport requires all partners to comply with applicable data protection laws. We have signed data processing agreements with partners where required.

Sharing data outside the EU

In some cases, we may need to share data with airlines outside the EU/EEA. This may involve risks, as third countries are not subject to the GDPR. If your case involves an airline in a third country, we may need to transfer necessary personal data to pursue the case. We only share data strictly required to secure your compensation or refund. Note that we cannot regulate how airlines in third countries process your data.

Your rights – access and correction

You have the right to access the personal data we process about you. If your data is inaccurate or misleading, you may request corrections. You may also request deletion of your data under Article 17 of the GDPR, provided the conditions are met. For access, correction, or deletion of personal data, please contact us at: Email: [email protected] Subject: “Personal Data”

Security and protection of personal data

Flygsupport has implemented technical and organizational security measures to protect your personal data from:
  • Accidental or unlawful deletion
  • Disclosure
  • Unauthorized access or use
Our staff are trained in handling personal data and follow internal security guidelines. If you are dissatisfied with how we process your information, we hope you inform us so we can improve. However, you always have the right to file a complaint with the Swedish Authority for Privacy Protection (IMY). Learn more here: https://www.imy.se/privatperson/utfora-arenden/lamna-ett-klagomal/

Contact details

HA Support AB, org. no. 559468-9480, is the data controller for the processing of your personal data. For questions regarding our handling of your personal data, please contact us at [email protected].