Privacy Policy

This policy explains how Flight Way (SMC-PVT) Ltd ("Flight Way", "we", "us") handles information through the Flight Way B2B agent app and portal and the Flight Way Staff app. It applies to travel agents, their authorised users, Flight Way staff, customers who contact Flight Way, and passenger information submitted for bookings.

Information we collect

• Agent account and business details, including name, agency name, address, email, phone number, logo, login and account-status information.
• Staff account and access details, including name, work email or phone number, role, team, assignments, login/session information and account status.
• Booking and passenger details required to quote, reserve and service travel, including names, dates of birth, passport details, itineraries, ticket numbers and booking references.
• Customer-support conversations handled in the Staff app, including customer names, phone numbers or email addresses, message content, channel and assignment information, delivery/read status, approved templates, attachments and voice notes.
• Call information for supported customer calls, including caller identifier, call status, timing and routing information. Microphone audio is processed only while an authorised staff member records a voice note or participates in a supported call.
• Device and notification information needed to operate the Staff app, such as a Firebase Cloud Messaging token, app version, device/platform basics and notification-delivery information.
• Optional passport images selected for scanning. The image is sent securely to extract booking details; users review the result before booking.
• Trade Market posts, requirements, contact reveals, reports and uploaded media when those features are used.
• Transaction, balance, invoice, refund and audit records needed to operate the agent account and maintain financial records.
• Technical and security information such as login times, request logs, device/browser basics, service events and error information.

We do not store full payment-card numbers. Payments, where offered, are handled by the relevant payment provider.

How we use information

• Authenticate and administer agent accounts.
• Search, create, issue, manage and support travel bookings.
• Provide balances, transaction records, group inventory and Trade Market features.
• Provide a unified staff inbox, route and assign customer conversations, deliver messages and attachments, show message status, send notifications, and support customer calls.
• Detect fraud, prevent abuse, secure the service and meet legal or regulatory obligations.
• Respond to support, privacy and account-deletion requests.

Sharing and processors

We share only the information needed for the relevant service with airlines, hotels, reservation and travel technology providers, payment providers, cloud hosting/storage, email and communications providers, and professional or government authorities where legally required. Staff-app conversations may be processed by the channel selected by the customer or Flight Way, including Meta/WhatsApp, email and web-chat providers. Google Firebase Cloud Messaging processes device tokens and notification-delivery data so the Staff app can receive message and call alerts. If a user affirmatively chooses optional passport scanning, the selected image is processed through Flight Way's backend and OpenAI to extract passenger fields. Manual entry remains available. We do not sell personal information or use it for third-party advertising.

Flight Way Staff app permissions

The Staff app asks for notification permission to alert authorised staff about new or assigned conversations and supported incoming calls. Microphone permission is used only for staff-initiated voice notes and supported calls. Staff select attachments through the Android system picker. The Staff app does not request location, camera or broad photo/storage access.

Security

We use encrypted network connections, authenticated access, role restrictions, private storage controls, audit records and operational access controls. No system is completely risk-free; report a suspected security or privacy issue to the contact below.

Retention and deletion

Agent profile, authentication and other account data is kept while the account is active and is deleted or anonymised after a verified deletion request approved and processed by a Flight Way Super Admin, unless it must be retained for security, fraud prevention, dispute handling or legal compliance.

Staff accounts are provisioned for authorised work use and are disabled when access is no longer required. Staff account, notification and assignment data is deleted or anonymised when it is no longer needed for service operation, security, dispute handling or legal compliance.

Customer-support conversations and their attachments are retained only as long as needed to provide support, maintain service and security records, resolve disputes, and meet contractual or legal obligations. When those purposes end, the information is deleted or anonymised according to Flight Way's operational schedule.

Booking, passenger and required financial records are retained for five years from the relevant booking or transaction date for legal, fraud-prevention and business-record obligations. Access is restricted during this period; after it ends, the records are deleted or anonymised according to our operational schedule. Backup copies expire through the normal backup rotation.

Request deletion of your Flight Way B2B account and associated data.

Your choices

You may ask to access, correct or delete your account data. Staff may also ask their authorised Flight Way administrator to update or disable their work account. Some requests require identity verification. A deletion request does not erase records that must be retained for the periods and purposes described above, but those records will no longer be used to operate an active account.

Contact

Flight Way (SMC-PVT) Ltd, Islamabad, Pakistan

Email: support@flightway.pk