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Privacy policy

General description

For Viva Air (Fast Colombia S.A.S) the most important thing is to be clear and transparent with our customers. Accordingly, we give you peace of mind because with our privacy policy we explain how to handle your personal data and ensure a correct use.

Through this we inform how we collect, use and disclose information when you use any of our services, including, among others, the following: purchase of tickets through the website, call center, points of sale, addition of additional services to your ticket; use of communication channels with us as Chat, form, call center and E-mail.

What personal information do we collect in Viva Air?

In Viva Air we collect information from our clients that will allow us in many cases to offer an experience and / or promotions according to your preferences: name and surname, date of birth, gender, nationality, correspondence, residence and alternate address, country of residence, email address, telephone number, identification document number according to country of citizenship, passport number, date of expiration of the passport, country that issued the passport, information of a relative or contact in case of emergency. We may also collect contextual or demographic data about our third-party users, in order to deliver to more effectively service or content in which we believe you would be interested.

In addition, we also collect information from your computer, your phone, your tablet or other device that you use to access our services, such as: the IP address, the browser you use and the language setting you have. We also receive your information from others or through technologies that collect your information automatically.

By accepting, you are aware and agree that Viva Air use, obtain, compile, exchange, update, collect, process, reproduce and / or dispose of your data or general information in whole or in part according to the parameters of our Privacy Policy. Again, we assure you that we make responsible use because there is nothing more important than your privacy.

This data can be collected through our different points where we have contact as web page, administrative offices, airports, among others.

Who collects your personal data?

In Viva Air your personal information is collected through the media that we previously mentioned; our website www.vivaair.com and through advertisers, networks and service providers that help us to promote our services (payment processors) and that collect some of the information described above.

These third parties also help us understand how users interact with our content or offers.

Unless otherwise notified, all information collected through our authorized third party service providers is governed by security and confidentiality obligations consistent with this privacy policy and applicable law.

As owner of the data, you authorize Viva Air to collect the data in the terms expressed, as well as to consult; complement and update said personal data at any time, with other databases, in order to preserve the information of our clients.

How is the information collected?

We use diverse technologies to collect and store information, when you make a purchase or you subscribe to our promotional newsletters we are obtaining your personal data, also include cookies, pixel tags, web browser storage, databases and server logs (IP address, browser type, browser language settings, date and time of the request, and one or more cookies that can uniquely identify your browser).

Some of our services permit advertisers and their networks to collect and use sure anonymous information about our customers (for example, click transmission information, browser type, time and date, subject of clicked ads or scroll) to provide ads that interest them. These companies commonly use cookies and other technologies to collect this information.

For more information about these information gathering practices and targeted advertising based on behavior or to opt out of receiving this type of advertising, visit www.networkadvertising.org.

What is a Cookie?

Cookies or cookies are trivial files that contain information stored in the user's browser when you visit a website and where the settings and preferences of the user or the status of the browsing session are saved, for example, if you signed in or not , or the products and / or services that you have added to your shopping cart, also the hunt words, among others.

How to manage Cookies?

If you want to increase the information on cookies in your browser, manage them or eliminate them, we recommend you read this article http://www.allaboutcookies.org/es/ or check the help section of your browser. In the configuration of browsers such as Internet Explorer, Safari, Firefox or Chrome, you can set which cookies to accept and which to reject. Use the "Help" function of your browser to find the settings you need.

How do we share your information?

The information you share: Certain services offered are social by their very nature, so their participation in this service will allow others to see your name and / or user name, profile picture, social profile and any other content that you upload or spread through that profile.

The information we share: We share your information with third parties as detailed below and as described somewhere else in the Policy:

Service providers:

We employ and allow third parties to perform tasks on our behalf, such as payment processing, data management and analysis, marketing, advertising and communication, and we have to share your information with them so that they can provide us with their services Unless we inform otherwise or If you agree otherwise, these third parties have no right to use your Information beyond what is necessary to assist us in providing such services. Any use of your information by these third parties will be governed by the security and confidentiality obligations consistent with this policy and the applicable law.

Company associates:

Matter to applicable laws, we may share your Information with companies the Company is affiliated or related with (for example, parent company or subsidiary), and require that such affiliated or related companies use the Information solely in accordance with this Policy.

- Commercial transfers:

We can select by buying or selling properties. In this type of transaction, customer information is typically one of the business assets that would be transferred. Besides, if we (or our assets) are attained or combined, or if we close, go bust or go through another change of control, the information would be one of the assets transferred or acquired by a third party.

Protection of the company and others:

We spare the right to access, read, reserve and release any information that we deem reasonably necessary to comply with the law or court order; enforce or apply our terms of use and other arrangements; or protect the rights, property, interests or security of our Company, our employees, our users or others. This takes account of the exchange of information with other companies and organizations for protection against fraud and decrease of credit risk. See more information in the disclosure by legal requirements section.

Aggregated and anonymous information:

This Company may also share (within our associated entities or with third parties) aggregate or anonymous information that does not openly identify any individual user of our Services. Occasionally, the Company might provide demographic and statistical information to possible partners to warranty the publicity and / or general promotion of the Service. This disclosure will not share any personal information of individual users, but rather seeks to provide a general description of the Service's membership.

- Customer data processing purposes:

The main reason we collect information is to provide and develop our services, manage your subscription to our promotional emails and provide you with a more personalized experience about our services. The following is a summary of more specific ways we can use your personal information:

  • Identifying the customer for the implementation of the air transportation contract.
  • Maintaining physical or electronic communication with the customer, including, but not limited to, by sending information related to the air transportation contract, and information on reservations, transactions, promotions and/or other services, products or goods purchased from Viva Air.
  • Ensuring that the customer can use the services and/or goods purchased from Viva Air.
    Subcontracting third parties so that such third parties will process customers' information and/or perform any other activity required by Viva Air in relation to the air transportation contract
  • Other purposes set forth in the Terms and Conditions of this Privacy Policy; and for other purposes, such as market and statistical analysis; developing and improving Viva Air services and products, commercial and promotional initiatives; data updating and for marketing research purposes.

With whom will your personal information be shared?

Once Viva Air is authorized to use, obtain, compile, exchange, update, collect, process, reproduce and / or dispose of your data or personal information, partially or totally, as well as to transfer them, In Viva Air we can contract with third parties the processing of our customers' information, consequently we may transfer personal data to any country, including countries with a level of data protection different from those of Colombia, that is the reason you expressly give your consent to make this transfer.

To provide the service, the Information we collect may be transferred and stored at a destination outside of your country and the European Economic Area ("EEA"). It can also be processed by any service provider designated by us that operates outside of the EEA. By submitting your data, you accept this transfer, storage or processing outside the EEA or your country and recognize that not all countries guarantee the same level of protection for your information. The data transferred will be treated in accordance with this Policy and, where applicable, with the General Data Protection Regulation of the European Union.

In the same way, as a customer, you authorize Viva Air to share your data with those companies which we have commercial agreements, such as airlines, travel agencies, etc., for the purposes mentioned above and these third parties will be obliged to comply with all regulations and privacy policy of Viva Air.

Likewise, with the acceptance of this Privacy Policy, you declare that Viva Air can provide this information to judicial or administrative entities and government entities that exercise control functions of their operation when there is a legal requirement for it. You also accept that you may be subject to internal audit processes or external auditing by companies in charge of this type of control.

Security and Confidentiality

To ensure information privacy and confidentiality protection, the Web Page of Viva Air (www.vivaair.com) has adopted all means, good practices and technical measures available to ensure transmission of information to databases and prevent the alteration, loss, misuse, unauthorized access and theft of personal data provided by Users for the above stated purposes. Users must be aware that Internet security measures are not certain.

Information entered into Viva Air web page (www.vivaair.com) or through our call center, sale points, etc by a customer is kept strictly confidential and is not shared with third parties other than those indicated in this Privacy Policy. Data will be encrypted to provide the highest possible security.

Payment transactions on the web page are secured by a platform with the PCI certification (Payment Card Industry Data Security Standard) to ensure cardholders' data protection, confidentiality and integrity. For more information about this platform, clic here www.pcisecuritystandards.org

This certification is awarded to the most important franchises of credit cards in the world such as Visa, Mastercard and American Express, among others. Also, we have an Antifraud Module available which monitors and analyzes transactions made on line. This system is able to identify in just seconds any attempted fraud and reject or
stop risky transactions; thereby minimizing any potential losses by fraud to which business are typically exposed when selling on the internet.

Viva Air shall keep customers' personal data under the security and confidentiality conditions described herein and for the purposes set out in this document throughout the implementation period of each transportation contract executed between Viva Air and its customers, and for ten (10) additional years.

Data of boys, girls and adolescents under 18 years of age

Viva Air ensures the proper use of personal data of boys, girls and adolescents under 18 years of age, seeking to ensure respect for the best interest of them in the treatment thereof, for the sake of respect for their fundamental rights and, as far as possible, taking into account their opinion, as the title holders of their personal data.

For this reason, if a customer provides data such that these data may be identified as belonging to a minor under the age of 18, Viva Air shall act as provided herein to treat such data, pursuant to this Privacy Policy and within the parameters of the Aviation Regulations of Colombia.

Procedure for exercising the rights of the holders of the information

Different options are offered so you can decide on the collection, use and distribution of your information.

In some countries, including the European Economic Area, people have certain rights related to their personal information. Subject to exceptions provided by law, you may have the right to request the following personal information we have about you:

  • Delete the information: you can request us to delete all or some of your personal data (for example, if it is no longer necessary for us to provide you with services).
  • Change or correct information: You can ask us to change, update or fix your information in certain cases, particularly if it is incorrect.
  • Object, limit or restrict the use of the information: you can ask us to stop using all or some of your data (for example, if we do not have the legal right to continue using it) or to limit the use of it (for example, if your information is incorrect or illegally collected).
  • Right to access your information: you can ask us for a copy of your information and request a digital copy of the information provided in a legible form.

Personal data can be updated by a customer through the following channels

1. Email: cuentanos@vivaair.com
2. Through the call center at the following numbers:

  • Medellin: (4) 6044490
  • Barranquilla: (5) 3855555
  • Bogota: (1) 7433999
  • Cali: (2) 4585666
  • Cartagena: (5) 6937777
  • Pereira: (6) 3401001
  • Bucaramanga: (7) 6973434
  • Panama: 8000323
  • Peru: 080055786
  • Ecuador: 01800000305
  • Estados Unidos: 8556520600

Likewise, a customer can request not to receive mails and not to be contacted for offers of goods or services offered by Viva Air through the following channels:

Customer service hours:

Monday to Monday, 24 hours

Disclosure by legal requirements:

When required by law, subpoena or other legal process or if we believe in good faith that is reasonably we may need to disclose your information necessary to:

1. Investigate, prevent or take action regarding suspected or actual illegal activities or to help government enforcement agencies.

2. Enforce our agreements with you.

3. Examine and defend against any claim or allegation of third parties.

4. Safeguard the security or integrity of our Service (such as sharing with companies facing similar threats); or

5. Apply or protect the rights and safety of the Company, our users, staff or others.

Our users will be notified about the legal demands of their personal data, according to our judgment, unless it is prohibited by law or a court order or when the request is an emergency. We can dispute such claims when we believe, at our discretion, that the requests are too broad, vague or lack adequate authority, but we do not promise to challenge each claim.

Procedure for exercising the rights of the title holders of information

To exercise the rights conferred on each person by the applicable law, the Customer may send its requirement to the following email address: cuentanos@vivaair.com and any relevant legal procedure will be followed.
Those liable for the personal data treatment can be contacted at cuentanos@vivacolombia.co.

Entry into force and term

Viva Air reserves the right to modify this Privacy Policy at any time. Any changes shall be promptly reported and posted on the web page www.vivaair.com/co. Last revision of this Privacy Policy was performed on May 28, 2018; date from which it is applicable.

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