Privacy policy

VIA AI Limited ("we," "us," or "our") is committed to protecting your privacy and complying with relevant data protection laws, including the UK Data Protection Act 2018, GDPR, and other global privacy regulations. This Privacy Policy outlines how we collect, use, and share information when you engage with our services, including our website, mobile applications, and other related services ("Services"). Our users come from multiple regions globally, including the UK, Europe, Israel, and the US.

By using our Services, you agree to the terms of this Privacy Policy. Please review it regularly, as we may update it from time to time. Significant changes will be communicated via appropriate notifications.

Our role as data processor or controller

VIA AI Limited operates in a business-to-business-to-consumer (B2B2C) model. In most cases, VIA AI acts as a Data Processor on behalf of travel brands, agencies, or partners ("Travel Brands") that use our artificial intelligence and automation services to interact with end users. In these cases, the Travel Brand is the Data Controller and determines the purposes and means of processing personal data, while VIA AI processes personal data solely in accordance with the Travel Brand's documented instructions and applicable data processing agreements.

In limited circumstances, such as when users interact directly with VIA AI's own website, marketing materials, or administrative systems, VIA AI may act as a Data Controller for the personal data collected in those contexts. This Privacy Policy applies to both roles, as applicable.

Personal information we collect

Depending on the services provided and how our platform is configured by a Travel Brand, VIA AI Limited may process various categories of personal information. Such information may be provided directly by end users or supplied to us by the Travel Brand acting as Data Controller. The categories of personal information we may process include, but are not limited to:

Name
Email address
Age or age range
Family-related information (e.g., number of accompanying travelers or dependents, where relevant)
Address information, where necessary for travel-related services
Travel dates, itineraries, and preferences
Information related to accessibility needs or service preferences (such as meal requirements), where necessary to provide travel services
Other information relevant to the provision of travel-related services or user interactions, as determined by the Travel Brand

VIA AI does not independently determine which categories of personal information are collected for Travel Brand services and processes such data solely in accordance with the Travel Brand's instructions and applicable data processing agreements. VIA AI does not collect or process payment or financial information and does not directly handle payment transactions.

How we collect personal information you provide to us

The methods described below apply either where VIA AI acts as a Data Controller (such as for interactions with our own website, marketing activities, or administrative systems) or where VIA AI processes personal data on behalf of a Travel Brand acting as Data Controller. Where VIA AI acts as a Data Processor, personal data may be collected directly by the Travel Brand or by VIA AI on the Travel Brand's behalf and solely in accordance with the Travel Brand's documented instructions.

We collect personal information in several ways, depending on how you interact with our Services:

Website visitors. When you visit or interact with our website, we collect personal information through web forms, newsletter subscriptions, surveys, or interactions with our chatbox. For example, when you request a demo or ask for information, you provide details like your name, email, and company.
Service users. Personal information processed for users of our Services may include details specific to the services, such as travel preferences (e.g., seat preferences or meal requirements) or information related to accessibility or service needs, where required by the Travel Brand. This information is processed solely to enable the provision of travel-related services or customer support in accordance with the Travel Brand's documented instructions.
Other methods. We may collect personal information through social media, direct marketing campaigns, or trade show events. For example, if you provide your business card or contact details at an industry event, we may use this to follow up or add you to our newsletter.

Our use of artificial intelligence

We use artificial intelligence (AI) and machine learning technologies, including natural language processing (NLP), to enhance our services in the following ways:

Enhance your travel experience by offering tailored destination, property, or activity recommendations
Provide flight price insights and alerts to help you plan and budget more effectively
Screen customer reviews to reduce the inclusion of personal identifiers and assess customer satisfaction
Detect fraud and prevent breaches of our terms and conditions, helping to keep our platform secure
Customize your experience through our virtual agents

Where automated processing is used, we ensure such processing complies with applicable legal requirements, and users may request human review or manual intervention where required. VIA AI does not engage in automated decision-making that produces legal or similarly significant effects on individuals unless required by law, consented to by the user, or necessary for the performance of a contract.

Where VIA AI provides AI-driven services to Travel Brands, such processing is carried out on behalf of and under the instructions of the Travel Brand acting as Data Controller. VIA AI does not independently determine the purposes or outcomes of AI-driven interactions with end users.

How we use your information

We use personal information for the following purposes:

To provide and manage our services, such as booking travel, managing accounts, and offering customer support
To personalize user experiences by delivering relevant content or recommendations based on preferences
To respond to inquiries and fulfill requests for assistance
To analyze trends and user behavior in order to improve our Services and overall user experience
To ensure compliance with applicable privacy laws, including the GDPR and the UK Data Protection Act
To conduct audits and maintain system security, protecting personal data from unauthorized access
For travel-related services, booking and interaction data may be transmitted to travel service providers (such as airlines, hotels, or travel agencies) by or under the instruction of the Travel Brand acting as Data Controller, where necessary to fulfill reservations

When VIA AI acts as a Data Processor, personal data is processed solely for the purpose of providing the contracted services to the relevant Travel Brand and in accordance with its documented instructions and applicable data processing agreements. VIA AI does not use such personal data for its own independent purposes.

We value your privacy and do not sell personal information for promotional purposes. VIA AI may disclose personal information to third parties only in the following limited circumstances:

Service providers. We work with third-party service providers (such as hosting, infrastructure, security, and analytics providers) that support the operation of our Services. These providers may access personal information solely to perform services on our behalf and are contractually obligated to protect such information.
Legal compliance. We may disclose personal data where required to comply with applicable laws, regulations, court orders, or lawful requests from regulatory authorities.
Business transfers. Personal data may be transferred as part of a merger, acquisition, restructuring, or sale of assets, subject to appropriate confidentiality and data protection safeguards.

VIA AI does not independently share personal data with airlines, hotels, travel agencies, or other travel service providers. Where personal data is transmitted to such providers as part of the Services, this occurs solely on behalf of and under the documented instructions of the Travel Brand acting as Data Controller. VIA AI does not determine the recipients of personal data for Travel Brand services, except where necessary to operate its infrastructure or comply with legal obligations.

Compliance and legal basis for data processing

Where VIA AI acts as a Data Processor, processing is governed by a data processing agreement ("DPA") entered into with the relevant Travel Brand in accordance with applicable data protection laws, including the GDPR and the UK Data Protection Act 2018.

We rely on the following legal bases to process personal information in accordance with the GDPR and the UK Data Protection Act:

Consent. Where you have explicitly provided consent, such as for marketing communications or optional service features.
Contractual necessity. Processing necessary to perform a contract or take steps at your request prior to entering into a contract, such as facilitating travel-related services or providing personalized recommendations.
Legitimate interests. Processing necessary for our legitimate business interests, such as improving our Services, ensuring platform security, and preventing fraud, provided such interests are not overridden by your rights and freedoms.
Legal obligations. Processing necessary to comply with applicable legal or regulatory requirements, including responding to lawful requests from authorities.

Cookies and tracking technologies

We use cookies and similar tracking technologies to track your activity on our website and improve the overall user experience. Cookies help us understand which areas of the website are most useful and improve the user experience. You may adjust your browser settings to disable cookies, though this may impact the functionality of certain features.

Data transfers and international operations

As a global company, we may transfer and process personal data across different countries, including Israel, the UK, the US, and the European Economic Area (EEA). Where personal data is transferred outside the EEA, we take steps to ensure that your data receives the same level of protection as required under GDPR.

Security of personal information

We are committed to safeguarding your personal information through technical, administrative, and physical security measures. While no system can guarantee full security, we take reasonable steps to ensure your data is protected. Users are responsible for maintaining the security of their account credentials.

Your rights

You have rights under applicable privacy laws, including:

Access to the personal data we hold about you.
Correction of inaccurate or incomplete data.
Erasure of data no longer needed for the purpose for which it was collected.
Restriction or objection to data processing based on legitimate interests.
Portability of data, allowing you to request a copy of your data in a structured format.
Withdraw consent at any time where processing is based on consent.

Users in the EU/UK also have the right to file a complaint with their local data protection authority.

Where VIA AI acts as a Data Processor, requests to exercise data protection rights should be submitted to the relevant Travel Brand acting as Data Controller. VIA AI will provide reasonable assistance to the Travel Brand to enable it to respond to such requests in accordance with applicable law.

Retention of personal data

We retain personal data only for as long as necessary to fulfill the purposes outlined in this policy or comply with legal obligations. Once no longer needed, data is securely deleted or anonymized in line with industry standards.

Third-party links and social media

Our website may contain links to third-party services like Facebook and WhatsApp. We are not responsible for the privacy practices of these external sites and encourage users to review their privacy policies.

Contact us

For any privacy concerns or to exercise your rights under this Privacy Policy, please contact us at:

Email. privacy@wearevia.ai
Mail. VIA AI Limited, 30 Bankside, Kidlington, Oxfordshire, OX5 1JE, United Kingdom

By continuing to use our Services, you agree to the terms of this Privacy Policy.